Service Quality Officer (UAE Nationals Only)

Service Quality Officer

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:

•  Service Quality and Standards - Undertake service quality activities as directed by the Retail Banking Group leadership team to support the business in achieving the service ambition in line with the Bank’s strategy. Record service quality changes communicated to employees to ensure common understanding and awareness of the banks service strategy
• Reporting - Collect service data for all service performance metrics, collating and recording analytical data in order to highlight areas for improvement
• Service Recovery and Support - Provide support in receiving and recording action taken on customer complaints tracking the implementation of remedial and preventative actions on client complaints and internal service failures to ensure satisfactory resolution, avoid future reoccurrences and deliver optimum client service. Maintain the complaint details in the centralized Log with correct identification of root causes and resolution to ensure all information is up to date and relevant
• Policies, Processes, Systems and Procedures - Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Self-Management - Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance
• Customer Service - Demonstrate the ADCB Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions