Manager, Contact Center Operations

Job Overview

First Abu Dhabi Bank (FAB) is seeking a skilled Manager, Contact Center Operations in Abu Dhabi, United Arab Emirates. This role involves overseeing the daily operations of the contact center to ensure efficient service delivery and exceptional customer experience, driving both performance and satisfaction.

Company Overview

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises. Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates. To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the bank’s promise to support its stakeholders’ goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 5 Year+

Key Responsibilities

• Lead and manage the daily operations of the contact center, ensuring optimal performance.
• Develop and implement strategies to enhance customer satisfaction and service quality.
• Monitor key performance indicators (KPIs) and drive continuous improvement initiatives.
• Manage contact center staff, including hiring, training, and performance evaluations.
• Ensure compliance with bank policies, regulatory requirements, and industry best practices.
• Oversee technology and systems used in the contact center to maximize efficiency.

Requirements

• Proven experience in contact center management or operations within the banking sector.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to analyze data and implement data-driven improvements.
• Solid understanding of contact center technologies and CRM systems.
• Bachelor’s degree in Business Administration, Finance, or a related field.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunity to lead operations for one of the largest banks in the UAE.
• Professional growth and career development opportunities within a global institution.
• Exposure to advanced banking technologies and innovative customer service strategies.
• Dynamic and supportive work environment in a leading financial institution.
• Contribution to a bank committed to customer-centric growth and innovation.