Service Hub Specialist

Role : Service Hub Specialist Location : Abu Dhbai Role Purpose: The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as centralized point of contact for service-related inquired and operations. 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 Service Delivery & Quality: Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards. The Service Hub will be managing services but not limited to: Early Settlement from other Banks Exit Relationship Other services of the Branch will be added in the future based on the volume, team capacity and Management approval. Proactively identify and address potential service bottlenecks to maintain seamless service provision. Customer Interaction & Issue Resolution: Act as the primary point of contact for customers, handling inquiries, service requests and escalating with professionalism. Analyze and resolve service-related issues promptly, ensuring a positive customer experience. Operational Coordination: Collaborate with team members and other departments to ensure efficient service operations across multiple branches. Provide regular updates and feedback to the service Hub Team leader on service activities and operational improvement. Data Management & Reporting: Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions. The competencies required to undertake this role and the level at which performance would be assessed as being satisfactory are: Prepare comprehensive reports on service performance, customer feedback and improvement suggestions. Customer Feedback & Service Improvement: Collect and analyze customer feedback to identify service gaps and recommend enhancement to the branch development team Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty Adaptability and Continuous Improvement: Demonstrate flexibility in adapting to process changes and new service allocation requirements. Ad Hoc Assignment: Undertake and complete any additional responsibilities or assignments entrusted by the line manager. Results Required 1.Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services. 2.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.Bachelor’s degree in business administration, Finance or related Field (preferred). 2.Minimum of 2-3 years of experience in the Banking industry, preferably in Customer service or operation. 3.Proficiency in banking systems and service platforms 4.Excellent communication and interpersonal skills. 5.Strong problem-solving and decision-making abilities. 6.High attention to detail and accuracy. 7.Adaptability to change and proactive attitude toward process improvement. 8.Proven ability to handle customers inquiries and escalation 9.Experience working collaboratively with cross-functional teams to achieve common goals. 10.Broad knowledge of ADIB’s Retail Banking financial products & services 11.Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures 12.Good Knowledge of UAE banking practices, regulations & risks 13.Thorough Knowledge of all the Regulations issued by Central Bank of UAE 14.General awareness of competitors in the local market 15.Management Information skills

Bachelor’s degree in business administration, Finance or related Field (preferred). Minimum of 2-3 years of experience in the Banking industry, preferably in Customer service or operation. Proficiency in banking systems and service platforms. Excellent communication and interpersonal skills. Strong problem-solving and decision-making abilities. High attention to detail and accuracy. Adaptability to change and proactive attitude toward process improvement. Proven ability to handle customers inquiries and escalation. Experience working collaboratively with cross-functional teams to achieve common goals. Broad knowledge of ADIB’s Retail Banking financial products & services. Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures. Good Knowledge of UAE banking practices, regulations & risks. Thorough Knowledge of all the Regulations issued by Central Bank of UAE. General awareness of competitors in the local market. Management Information skills.

Service Delivery & Quality: Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards. The Service Hub will be managing services but not limited to: Early Settlement from other Banks Exit Relationship Other services of the Branch will be added in the future based on the volume, team capacity and Management approval. Proactively identify and address potential service bottlenecks to maintain seamless service provision. Customer Interaction & Issue Resolution: Act as the primary point of contact for customers, handling inquiries, service requests and escalating with professionalism. Analyze and resolve service-related issues promptly, ensuring a positive customer experience. Operational Coordination: Collaborate with team members and other departments to ensure efficient service operations across multiple branches. Provide regular updates and feedback to the service Hub Team leader on service activities and operational improvement. Data Management & Reporting: Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions. Prepare comprehensive reports on service performance, customer feedback and improvement suggestions. Customer Feedback & Service Improvement: Collect and analyze customer feedback to identify service gaps and recommend enhancement to the branch development team. Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty. Adaptability and Continuous Improvement: Demonstrate flexibility in adapting to process changes and new service allocation requirements. Ad Hoc Assignment: Undertake and complete any additional responsibilities or assignments entrusted by the line manager. Results Required: 1.Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services. 2.Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.