Service Hub Specialist

About the role

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

Key responsibilities

• Deliver assigned services such as early settlement, exit relationship and future branch services within established quality and performance standards.
• Serve as the primary point of contact for customers, handling inquiries, service requests and escalations professionally.
• Collaborate with ROM, branches and cross‑functional teams to coordinate service operations and provide regular updates to the Service Hub Team Leader.
• Maintain accurate daily and monthly records of service transactions, customer interactions and prepare comprehensive performance reports.
• Collect and analyse customer feedback to identify service gaps and recommend improvements.
• Support internal audit and ICD comment responses and ensure compliance with ADIB policies, UAE Central Bank regulations and operational controls.

Required profile

• Bachelor’s degree in Business Administration, Finance or a related field (preferred).
• 2‑3 years of experience in the banking industry, preferably in customer service or operations.
• Broad knowledge of ADIB’s retail banking products, retail credit policies and operational procedures.
• Good understanding of UAE banking practices, regulations and Central Bank requirements.
• Strong attention to detail, problem‑solving ability and proactive attitude toward process improvement.

Required skills

• Proficiency with banking systems and service platforms.
• Knowledge of ADIB retail banking financial products and services.
• Familiarity with ADIB retail credit and operational policies.
• Understanding of UAE banking regulations and Central Bank of UAE directives.
• Management information and reporting skills.