Service HUB Officer

Job Description

Role : Service HUB Officer (UAE National)
Location : Abu Dhabi

Role Purpose:

The Services Hub Officer will support the delivery and management of services within the hub. This role involves working closely with ROM, Branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency

Key Accountabilities of the role

Assist in the delivery of assigned services, ensuring they meet quality and performance standards.

• Coordinate with other team members to ensure seamless service provision.
• Address and resolve service-related issues promptly.
• Maintain a clear record of all daily & monthly activities. - M.A
• Serve as a point of contact for customers, addressing inquiries and providing information about services.
• Collect and analyze customer feedback to identify areas for improvement.
• Maintain positive relationships with customers to enhance satisfaction and loyalty.
• Assist in the development and implementation of service improvement plans.
• Adhere to service performance metrics and report findings to the Services Hub team leader.
• Flexibility for allocation, and process changes. M.A
• Maintain accurate records of service activities and customer interactions.
• Prepare regular reports on service performance and customer feedback.
• Ensure compliance with relevant regulations and standards.
• Work collaboratively with other officers and managers to achieve service goals.
• Participate in team meetings and contribute to the development of service strategies.
• Provide support and assistance to colleagues as needed.
• Ad hoc Assignment: Undertake and complete any ad hoc assignment entrusted by the line manager.

Results Required

1. Continuous Improvement - Assist to Recommend workflow changes leading to process improvements to the branch manager at least once a year.
2. Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating financial products and financial customer services.
3. Compliance of policies & procedures - Comply and perform Key operational controls as required in ADIB's polices & procedures in day-to-day operations.

Specialist Skills / Technical Knowledge Required for this role:

1. Broad knowledge of ADIB's Retail Banking financial products & services
2. Thorough knowledge of ADIB's Retail Credit & Operational Policies & Procedures
3. Good Knowledge of UAE banking practices, regulations & risks
4. Thorough Knowledge of all the Regulations issued by Central Bank of UAE
5. General awareness of competitors in the local market
6. Fair knowledge of service standards
7. Training skills
8. Sales skills
9. Management Information skills
10. Computer skills