AVP, Contact Centre - Customer Care Unit

Job Overview

First Abu Dhabi Bank (FAB) is seeking an AVP, Contact Centre - Customer Care Unit to manage and supervise the Customer Care Unit in Abu Dhabi, United Arab Emirates. The role involves achieving service level targets, ensuring service quality, and developing a high-performing team.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, offering a wide range of financial services. With a commitment to innovation and customer service, FAB aims to provide exceptional banking experiences and contribute to the economic growth of the region.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: Other

Key Responsibilities

• Organize and supervise the work of the assigned team.
• Provide on-the-job training and constructive feedback to the team.
• Manage the Customer Care Unit to achieve and maintain agreed service level targets.
• Ensure the provision of necessary training and motivation to develop the team.
• Liaise with the Customer Experience team on Root Cause Analysis and implement enhancements.
• Ensure Audit and Risk Compliance for all alternate Units.

Requirements

• Proven experience in managing customer care units.
• Strong leadership and team management skills.
• Excellent communication and problem-solving skills.
• Knowledge of banking products and services.
• Ability to manage and control costs within the unit.
• Familiarity with regulatory requirements and compliance.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a collaborative and supportive team environment.
• Competitive salary and benefits package.
• Exposure to a wide range of banking operations.
• Chance to contribute to the success of a leading financial institution.
• Be part of a value-driven culture within the bank.