Customer Contact Services Manager (UAE National)

About the role

ADCB is seeking an experienced professional to lead its Customer Contact Services team. The role focuses on delivering exceptional customer experiences, driving service excellence, and leveraging digital channels to meet business objectives.

Key responsibilities

• Ensure the team consistently exceeds customer expectations and recognises service excellence.
• Develop and implement a unique customer value proposition in line with the bank’s strategy.
• Achieve service‑standard targets, maintain strong Net Promoter Score (NPS) ratings, and model best‑practice interactions.
• Utilise digital and alternate channels such as Online Chat, Internet Banking, SMS Mobile Banking, Voice Biometrics, IVR and Mobile Banking to resolve queries efficiently.
• Manage the team according to ADCB’s people‑management policies, maximising performance and adherence to processes.
• Organise and supervise daily activities to meet business plans, targets and compliance requirements.

Required profile

• Minimum 6 years of experience as a manager in a contact‑centre or customer‑service environment.
• Bachelor’s degree in Banking or Business.
• Relevant customer‑service courses or diplomas.

Required skills

• Advanced proficiency in MS Excel.
• Advanced proficiency in MS Word.
• Advanced proficiency in MS PowerPoint.