Customer Relationship Manager (UAE Nationals Only)

Customer Relationship Manager (UAE Nationals Only)

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

In this role, your key responsibilities include:

• Sales and Service Support- Set standards, provide expertise and ensure that the team provide high level service to walk in customers within agreed times and ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time
• Volume Delivery - Ensure that the team members are fully aware and understand the retail products and are updated on all the changes and amendments on product features in order to provide support to the team to achieve their agreed sales and volume targets
• Relationship Management and Customer Support- Identify, manage and maintain key Branch customer relationships and deepen existing customer portfolios through cross sell, upsell and retention as required to meet sales and customer retention targets. Educate the Branch team on superior customer service recovery and assist in resolving customer complaints and follow proper escalation process to provide the quick resolution of customer complaint. Monitor and assess team performance with regards to service levels, waiting time, turnaround times, information exchange and documentation and provide the required support
• Reporting- Lead the preparation and consolidation of the team productivity reports on a periodic basis in order to report on departmental activities to the manager
• Audit and Compliance- To ensure that the Bank’s policies, procedures and guidelines are consistently and strictly followed and build compliance awareness amongst the team. Review and take action on points and recommendations highlighted in audit reports, Branch control reports and error logs as required
• Ensure all security items are maintained, balanced, updated and designation memos and take over certificates are in order in line with the required standards and processes
• People Management- Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance. Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
• Policies, Processes, Systems and Procedures- Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
• Continuous Improvement- Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards
• Customer Service- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 5 years of experience within the Banking industry, with experience in supervisory roles
• Diploma in Banking
• Working knowledge of Word, Excel and PowerPoint
• Leadership and team building skills
• Time management and organizational skills
• Problem resolution skills

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 30000– AED 41000 per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.