Customer Relationship Manager (UAE Nationals Only)

About the role

Abu Dhabi Commercial Bank (ADCB) is hiring a Customer Relationship Manager, open only to UAE nationals, within its Group Business Services (GBS) unit. The role supports the branch team in delivering high-quality service, meeting sales and volume targets and managing key customer relationships.

Key responsibilities

• Sales and service support: set standards, give expertise and ensure walk-in customers receive high-level service within agreed times, and that queries and service requests are handled within the agreed turnaround time.
• Volume delivery: keep team members up to date on retail products and product changes so they can help the team meet sales and volume targets.
• Relationship management: identify, manage and maintain key branch customer relationships, deepen portfolios through cross-sell, upsell and retention, and train the team on service recovery and complaint handling.
• Monitoring and reporting: assess team performance on service levels, waiting and turnaround times, and lead the preparation of periodic productivity reports for the manager.
• Audit and compliance: ensure bank policies and procedures are followed, review audit, control and error log findings, and keep security items, designation memos and takeover certificates up to date.
• People management: manage and motivate the team, organize and supervise its work so targets and the business plan are delivered.
• Policies, processes and continuous improvement: implement approved departmental policies and encourage participation in change initiatives.
• Customer service: apply ADCB service standards in all internal and external customer interactions.

Required profile

• At least 5 years of experience in the banking industry, including supervisory roles.
• Diploma in Banking.
• Leadership and team-building skills, time management and organizational skills, and problem-resolution skills.

Required skills

• Working knowledge of Word, Excel and PowerPoint.

What we offer

• Indicative pay of AED 30,000 to AED 41,000 per month, plus eligibility for a variable pay plan.
• Medical insurance, group life and personal accident insurance, paid leave and leave airfare, preferential loan and finance rates, staff discounts and children education assistance (for certain job levels).
• Flexible working arrangements, subject to eligibility and job requirements.
• Learning opportunities such as instructor-led courses, an e-learning catalog, on-the-job training and professional development programs.