Service Hub Specialist

About the role

The Service Hub Specialist ensures smooth and efficient delivery of banking services across multiple branches, acting as the central point of contact for service‑related inquiries and operations. Working closely with ROM, branches and internal teams, the role focuses on high‑quality service delivery, customer satisfaction and operational efficiency.

Key responsibilities

• Deliver assigned services (e.g., Early Settlement, Exit Relationship) on time and to quality standards.
• Identify and resolve service bottlenecks to maintain seamless operations.
• Serve as primary contact for customers, handling inquiries and escalating issues professionally.
• Collaborate with team members and other departments to coordinate service activities across branches.
• Provide regular updates and feedback to the Service Hub Team Leader.
• Maintain accurate daily and monthly records of service transactions and customer interactions.
• Prepare comprehensive reports on service performance, customer feedback and improvement suggestions.
• Collect and analyse customer feedback to identify gaps and recommend enhancements.
• Support the development and implementation of service‑improvement plans.
• Adapt to process changes and new service allocation requirements.
• Undertake ad‑hoc assignments as needed.

Required profile

• Minimum of 1 month relevant experience in banking service operations.
• No specific academic qualifications required.
• Ability to work collaboratively with multiple branches and internal stakeholders.
• Strong analytical and problem‑solving mindset.

Required skills

• Management Information skills
• Banking systems and service platforms
• Regulations issued by Central Bank of UAE
• UAE banking practices, regulations and risk awareness