AVP, Contact Centre Operations (Emiratized Role)

Job Overview

First Abu Dhabi Bank (FAB) is seeking an AVP, Contact Centre Operations (Emiratized Role) to supervise and organize the work of the assigned team, ensuring efficiency and consistency with operating procedures and policies. This role involves providing on-the-job training, promoting organizational values, and ensuring adherence to quality standards.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, offering a wide range of financial services. FAB is committed to providing a value-driven culture and maintaining high standards of service and operational excellence. The bank emphasizes continuous improvement and sustainability in its practices.

Quick Details

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

Key Responsibilities

• Organise and supervise the work of the assigned team efficiently.
• Provide on-the-job training and constructive feedback to team members.
• Promote the organisation’s values and ethics within the team.
• Monitor the financial performance against budgets.
• Implement policies and procedures for the assigned team.
• Ensure optimum work force management to meet agreed business SLAs.

Requirements

• Knowledge of the Products, Processes, and Systems of the Centre.
• Understanding of the rules and procedures of the Centre.
• Ability to monitor and guide Managers in their day-to-day activities.
• Skills in analysing and providing recommendations for enhancing customer experience.
• Knowledge of performance measurement processes and monitoring indicators.
• Proficiency in using tools such as CMS and WFM for data extraction and analysis.

Benefits

• Opportunity to work with a leading bank in the UAE.
• Exposure to a value-driven and ethical work environment.
• Potential for professional development and career growth.
• Chance to enhance customer experience through effective operations management.
• Engaging in continuous improvement and sustainability initiatives.
• Competitive benefits package in line with industry standards.