AVP, Contact Centre Operations (Emiratized Role)

First Abu Dhabi Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 5-5 yearsEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving","Multi-tasking"]

Line-managed AVP-level role overseeing day-to-day operations of a contact centre site, supervising Team Managers to elevate customer service and satisfaction, ensuring efficient operations, and supporting the Operations Head with day-to-day needs. This role drives service quality, workforce efficiency, and regulatory/compliance alignment within FAB’s contact centre.

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FursaFursa
First Abu Dhabi Bank
First Abu Dhabi Bank
8 months ago

AVP, Contact Centre Operations (Emiratized Role)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Line-managed AVP-level role overseeing day-to-day operations of a contact centre site, supervising Team Managers to elevate customer service and satisfaction, ensuring efficient operations, and supporting the Operations Head with day-to-day needs. This role drives service quality, workforce efficiency, and regulatory/compliance alignment within FAB’s contact centre.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Organise and supervise the work of the assigned team to ensure efficient operations in line with procedures and policy.
  • •Provide on-the-job training and constructive feedback to team members for development.
  • •Promote the organisation’s values and ethics to drive a value-based culture within the bank.
  • •Monitor financial performance of the area against budgets and report variances to management.
  • •Prepare sectional statements and reports to meet FAB requirements and quality standards.

Key Requirements

  • •Graduate
  • •5 years in a Team Leader role in Contact Centre
  • •Knowledge of Customer Service, Product Knowledge, Quality Focus, Problem Solving, Multi-tasking; good listening and communication skills
  • •Excellent communication in English and Arabic (Optional)
  • •Experience organizing and supervising teams, providing on-the-job training, and managing performance/ MIS reporting
Experience:5-5 yearsBankingFinancial services
Education:Bachelor's
Skills:LeadershipCommunicationProblem-solvingMulti-tasking
Languages:EnglishArabic
Tech Stack:CMSWFMData reportingMIS

Company Brief

First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE’s largest bank, offering retail, corporate, investment banking, wealth and Islamic banking services across multiple continents, formed by the 2017 merger of First Gulf Bank and National Bank of Abu Dhabi.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2017
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Glassdoor: 3.5
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