To lead the team to provide all service-related activities for existing and walk-in customers in line with the bank\xe2\x80\x99s standards and services to ensure excellent customer service whilst maintaining the brand and reputation of the bank.

Customer Support

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 and service requests are processed and delivered within the agreed service level turnaround time.

Volume Delivery

Lead the achievement of referral targets, assigning targets, following up and providing guidance to ensure that the team contributes to the overall achievement of the branch

Audit and Compliance

Perform the required care and diligence in day-to-day conduct to protect the bank from financial and non-financial loss and ensure that the bank\xe2\x80\x99s policies and guidelines are consistently followed, ensuring best practice is shared and promoted.

Reporting

Review the team\xe2\x80\x99s weekly/monthly activities in order to share productivity reports with seniors.

Identity root cause for customer account closures and update the manager as required in order to analyze and address customer attrition trends

People Management

Manage self and team in line with ADCB\xe2\x80\x99s 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..

Skills

Minimum Experience

At least 3 years of experience in banking with 2 years of customer service experience

Minimum Qualifications

Bachelor\xe2\x80\x99s Degree

Knowledge and Skills

Working knowledge of Word and Excel

Communication skills

Bi-lingual (English and Arabic)

Customer service oriented

Self-motivated and ability to multitask.

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