Support & Quality Officer

About the role

The Support & Quality Officer provides centralized operational support, quality assurance and governance oversight for the bank’s Priority and Wealth Centers. The role ensures efficient service delivery, regulatory compliance and continuous process improvement across all channels.

Key responsibilities

• Support frontline teams in resolving customer service and operational issues for Priority/Wealth Centers.
• Coordinate case closure, discrepancy remediation and act as liaison between centers and internal stakeholders (GCD, ICD, HR, Operations, Legal, etc.).
• Guide new joiners throughout onboarding and recommend corrective action plans for critical issues.
• Manage VIP and critical customer case resolutions to prevent escalations.
• Execute and validate upgrade, downgrade and retagging requests, handling both single and bulk operations.
• Submit monthly upgrade and tracking reports to management.
• Monitor daily account opening reports, follow up on pending actions and update SOPs and SLAs.
• Maintain and annually review Wealth Access and Authority matrices, manage RCSA, KRIs and ensure compliance with FATCA, CRS and ODD.

Required profile

• Minimum 5 years of experience in banking operations, quality assurance or related fields.
• Strong knowledge of UAE banking regulations, AML, FATCA, CRS and risk management frameworks.
• Analytical mindset with the ability to design and implement process improvements.

Required skills

• BPM
• CRM Dynamics
• CRM Next