Priority Capability & Development Manager

About the role

The Priority Capability & Development Manager is responsible for enhancing Priority Banking capabilities and overseeing the customer service function at Gold Centers. The role ensures delivery of high‑quality service, maintains operational controls, and drives continuous improvement to meet customer expectations.

Key responsibilities

• Control and manage all priority customer complaints received from Call Center, Gold Centres and other channels.
• Monitor Relationship Managers' (RMs) achievements versus targets and provide solutions to improve performance.
• Provide suggestions on portfolio retagging and movements to enhance RM capabilities.
• Ensure monthly productivity targets are met for each RM within the assigned area.
• Guarantee Gold Centers meet standards and are equipped with functional technology (ATMs, TV screens, IT equipment).
• Follow up with other departments on customer requests and complaints.
• Monitor mystery‑shopper scores, identify improvement areas and work with priority staff to enhance the customer experience.

Required profile

• Bilingual in Arabic and English.
• Minimum six years of banking experience, preferably in a customer‑facing/front‑office role.
• Strong communication skills and frontline management experience.
• Proficiency with Microsoft Word and Excel.

Required skills

• Microsoft Word
• Microsoft Excel