Priority Capability & Development Manager

About the role

The Priority Capability & Development Manager enhances Priority Banking capabilities and oversees the customer service function for Gold Centers in Dubai. The role ensures high standards, operational controls and continuous improvement to deliver quality service and meet customer expectations.

Key responsibilities

• Control and manage all priority customer complaints from Call Center, Gold Centres and other channels.
• Monitor Relationship Managers' (RMs) achievements versus targets and provide solutions to improve performance.
• Provide portfolio retagging suggestions to enhance RM capabilities.
• Ensure Gold Centers meet standards, are equipped with functional technology (ATMs, TV screens, IT equipment) and achieve monthly productivity targets.
• Follow up with other departments on customer requests and complaints.
• Monitor Mystery Shopper scores and identify improvement areas.
• Collaborate with priority staff to improve customer experience and explore new business opportunities.

Required profile

• Minimum six years of banking experience, preferably in a customer‑facing role.
• Bilingual proficiency in Arabic and English.

Required skills

• Microsoft Word
• Microsoft Excel