Floor Manager (UAE Nationals Only)

Floor Manager

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

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

•  Qmatic services - Manage the Qmatic machine, acting as a liaison between customers and the Bank to ensure a positive and smooth customer experience while interacting with Qmatic machine. Manage the Customer assistance experience, supporting customers in their understanding and navigation through the Qmatic system to ensure they are guided successfully enabling them to utilize the machine successfully. Manage customer queues effectively, proactively addressing immediate concerns, solving quick wins and ensuring efficient queue clearance as needed in order to enhance overall customer experience. Deliver a productive approach to staff development by designing and implementing training sessions to ensure enhanced skills related to Qmatic system management, customer service and issue resolution, ensuring alignment with ADCB people management policies
• Branch Floor Management Supervise the day-to-day activities on the floor, monitoring the activity of the service ambassadors to ensure that all policies, standards and SOPs are applied properly providing service and business continuity. Maintain open communication channels within the team and across various departments, promoting a cooperative environment where team members actively share ideas, information and feedback in order to achieve common goals. Coordinate communication with other departments or teams in order to streamline processes and address challenges collectively by cultivating strong interpersonal relationships. Proactively identify and manage risks and ensure compliance with procedures and controls in order to minimize and mitigate operational risks. Provide daily reports on the operations and activities on the floor to the Branch Manager, highlighting areas of improvement to ensure smooth and seamless operations and to provide full visibility. Guide and assist the team to perform all service-related activities for existing and walk-in customers in the Branches to ensure all customer queries are processed and delivered in a timely manner and within the agreed service level turnaround time (TATs) and standards. Drive continuous improvement initiatives as a Floor Manager by implementing strategic enhancements in customer service processes, workflow efficiency, and team collaboration, proactively identifying opportunities for optimization in order to foster a culture of innovation and excellence within the Branch. Evaluate industry trends and customer feedback on a continual basis in order to inform strategic decisions, ensuring a forward-thinking and customer-centric approach in all aspects of Branch operations. Ensure consistent brand look and feel in the accordance with established standards, regularly inspecting and reporting any issues observed to ensure compliance to the Bank’s expectations and requirements
• Customer Relationship Management- Oversee Branch personnel, establishing performance benchmarks for identifying solutions to address a diverse spectrum of client needs. Provide specialized knowledge in order to guarantee that the team consistently provides the utmost level of service to walk-in customers within agreed TATs. Oversee all customer inquiries and service requests are handled by the concerned staff and line manager to ensure that are fulfilled in the accordance with the highest standard of service excellence and quality. Guarantee that team members possess a comprehensive understanding of the retail products and are consistently kept informed about any modifications or updates to product features to ensure customers are offered the correct product for their requirements. Provide support in implementing customer focus initiatives and product/brand awareness campaigns in the assigned branch in collaboration with the Marketing department in order to align the Branch team to the needs of the customer and ADCB corporate values. Actively engage with customers, offering guidance and hands-on assistance to ensure their adept use of various digital channels provided by the Bank.
• Reporting - Manage customer flow and inquiries efficiently, showcasing effectiveness in the Branch, utilizing key performance indicators for detailed reports, including queue times and issue resolution rates, making comparisons with other Branches in order to drive improvements and demonstrate the team’s commitment to exceptional service delivery. Monitor and develop reports on overall performance of the assigned branch against set of objectives and Key Performance Indicators (KPI’s) in order to identify areas of concern and make recommendation for improvements. Review and monitor the team’s daily activities and KPIs in order to share productivity reports with seniors and other Branches ensuring that their set of KPIs are within the assigned target
• 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 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, programs 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.