Business Support Officer

About the role

The Business Support Officer will ensure high‑quality Bancatakaful customer service, manage complaints and support sales initiatives for ADIB’s insurance and banking products. The role combines operational oversight, reporting and cross‑selling activities to protect the bank’s revenue and maintain regulatory compliance.

Key responsibilities

• Deliver Bancatakaful customer service, resolve complaints and inquiries in line with department, bank and regulator guidelines.
• Prepare and deliver regular performance reports to product heads, monitoring activity results to control losses and claw‑back.
• Contact referred customers via online channels and call centre to cross‑sell Takaful products or direct them to appropriate banking services.
• Manage and supervise the authorized sales team, ensuring adherence to ADIB requirements and activity targets.
• Lead customer retention efforts, handle policy cancellations and ensure complaints are closed within agreed TAT.
• Analyse persistency, complaint and cancellation reports periodically to identify trends and improvement opportunities.
• Maintain accurate documentation, stay up‑to‑date with product knowledge and comply with consumer‑protection standards.

Required profile

• Minimum 3 years of banking experience, preferably with exposure to insurance or product support.
• Strong analytical and interpersonal abilities to manage complaints, retain customers and produce accurate reports.
• Proven capability to work with sales teams and coordinate cross‑functional communication.
• Familiarity with regulatory compliance, consumer‑protection standards and internal risk‑mitigation processes.
• Ability to follow documented processes, complete mandatory training and adhere to ADIB HR policies.

Required skills

• MIS management
• Computer skills