Executive Manager - Customer Service Channel Enablement

About the role

ADCB is seeking an ambitious professional to lead the end‑to‑end operations of its Customer Experience Desks and ATM channel across the UAE. The role focuses on delivering exceptional post‑sales service for mortgage, personal loan and auto loan customers while ensuring operational excellence and regulatory compliance.

Key responsibilities

• Lead end‑to‑end operations of Customer Experience Desks, overseeing post‑sales servicing for Mortgage, Personal Loan and Auto Loan customers in line with SLAs, turnaround times and CBUAE Consumer Protection Standards.
• Review and optimise documentation flows, fulfilment processes and hand‑offs to reduce customer effort and improve accuracy.
• Use complaint analysis, root‑cause evaluations and service journey diagnostics to identify pain points and drive improvements.
• Collaborate with CX, Product and Operations teams to embed service recovery mechanisms, reduce rework and enhance consistency across retail segments.
• Lead management of the ATM channel, overseeing network distribution, deployment planning, performance monitoring, availability restoration and incident resolution.
• Govern the vendor ecosystem through commercial evaluations, contracting, SLA oversight and periodic performance reviews.
• Analyse transaction trends, downtimes, customer usage behaviour and cost‑performance ratios to inform network growth and optimisation decisions.
• Coordinate with Technology, Security and Facilities teams to enhance resilience, address recurring failures and ensure regulatory compliance.
• Lead workforce planning and enablement for Branch Distribution and Contact Centre Services by developing forecasting models, staffing frameworks, capacity plans and utilisation metrics.

Required profile

• Ambitious professional with proven experience in leading customer experience operations.
• Experience managing end‑to‑end post‑sales servicing for mortgage, personal loan and auto loan products.
• Demonstrated ability to optimise processes, analyse complaints and drive service improvements.
• Strong background in ATM channel management, vendor governance and performance monitoring.
• Experience collaborating with cross‑functional teams including CX, Product, Operations, Technology, Security and Facilities.
• Proven capability in workforce planning, forecasting and capacity management for branch and contact centre environments.

Required skills