Priority Capability & Development Manager

Abu Dhabi Islamic Bank
Dubai
Workplace: OnsiteFull timeFunction: Communications, PR & CommunitySkills: ["Communication","Customer focus","Problem-solving"]

Enhance Priority Banking capabilities across Gold Centres by managing customer service quality, complaints, and operational controls. Ensure Gold Centres meet performance and standards, monitor RM targets and productivity, and drive continuous improvements using Mystery Shopper feedback. Support portfolio retagging and RM skill development, coordinate with other departments to resolve customer requests, and identify new customer servicing opportunities to improve satisfaction and profitability.

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Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
1 day ago

Priority Capability & Development Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Enhance Priority Banking capabilities across Gold Centres by managing customer service quality, complaints, and operational controls. Ensure Gold Centres meet performance and standards, monitor RM targets and productivity, and drive continuous improvements using Mystery Shopper feedback. Support portfolio retagging and RM skill development, coordinate with other departments to resolve customer requests, and identify new customer servicing opportunities to improve satisfaction and profitability.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Control and manage Priority customer complaints from Call Center, Gold Centres, and other channels.
  • •Monitor RMs achievements versus targets and provide solutions to meet required run-rate for capability achievements.
  • •Ensure Gold Centres meet high standards and are equipped with functional technology (ATM, TV screens, IT equipment).
  • •Monitor Mystery Shopper scoring, identify improvement areas, and support initiatives to enhance customer experience.
  • •Assess RMs skills and development needs, highlight improvement areas, and suggest steps to maximize team productivity.

Key Requirements

  • •Six (6) years of banking experience with customer-facing (front office) exposure.
  • •Bilingual capability in Arabic and English.
  • •Working knowledge of customer service and frontline management.
  • •Strong communication skills.
  • •Working knowledge of Microsoft Word and Excel.
Experience:BankingCustomer service
Skills:CommunicationCustomer focusProblem-solving
Languages:ArabicEnglish
Tech Stack:Microsoft WordExcel

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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Glassdoor: 3.5
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