AVP, Contact Centre – Customer Care Unit

Job Overview

First Abu Dhabi Bank (FAB) is seeking an AVP for the Contact Centre Customer Care Unit in Abu Dhabi. The role involves managing the Customer Care Unit to achieve service level targets and ensuring service quality. Responsibilities include team supervision, training, and handling escalated customer requests.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, offering a wide range of financial services. It is committed to providing exceptional customer service and maintaining high standards of quality and compliance.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Not specified
• Experience: 10+ Years

Key Responsibilities

• Manage the Customer Care Unit to achieve agreed service level targets.
• Provide training and motivation to develop a team capable of delivering exceptional service.
• Take lead and ownership for escalated request cases.
• Liaise with the Customer Experience team on Root Cause Analysis and implement enhancements.
• Ensure Audit and Risk Compliance for all alternate Units.

Requirements

• Experience in managing customer care units within a banking environment.
• Strong leadership and team management skills.
• Excellent problem-solving and communication skills.
• Knowledge of banking products and services.
• Ability to manage and control costs within the unit.
• Understanding of Central Bank Regularity requirements.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a collaborative and supportive team environment.
• Competitive benefits package.
• Exposure to a wide range of banking operations.
• Opportunity to enhance business processes and support systems.
• Be part of a leading bank in the UAE.