Customer Care Unit Manager - Banking Operations
First Abu Dhabi Bank View all jobs
- Abu Dhabi
- Permanent
- Full-time
- Role: Customer Care Unit Manager
- Location: Abu Dhabi UAE
- Industry: Banking
- Experience: 6-10 years
- Job Type: Full-time
Customer Care Unit Manager - Banking Operations in Abu Dhabi UAE within the Banking industry is a strategic leadership opportunity for professionals experienced in managing service teams and enhancing customer experience operations. This role focuses on supervising service units, improving service quality, and ensuring efficient handling of customer requests across multiple banking channels.Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: 18000-26000
(Estimated salary range based on similar jobs in Abu Dhabi; please confirm the final offer with the employer.)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeRole Context
The Customer Care Unit Manager is responsible for leading customer service operations, ensuring high service standards, and maintaining compliance with regulatory requirements. The role directly impacts customer satisfaction, operational efficiency, and service delivery quality within the bank.Key Responsibilities
- Supervise and manage customer care teams to ensure efficient service request handling and quality delivery
- Lead the Customer Care Unit and oversee email interaction and service request processing teams
- Provide training, coaching, and performance feedback to team members to enhance service capabilities
- Handle escalated customer complaints involving senior management, regulators, or media channels
- Coordinate with Customer Experience teams to perform root cause analysis and implement service improvements
- Ensure adherence to internal policies, audit standards, and regulatory compliance requirements
- Monitor service performance metrics and ensure achievement of agreed service level targets
- Identify process improvement opportunities and implement operational enhancements
- Manage operational costs and improve productivity within the unit
- Prepare reports and management information to support decision-making and performance tracking
- Collaborate with internal departments to resolve complex service issues and ensure seamless customer experience
- Bachelor's degree in Business Administration, Finance, or a related field
- 6-10 years of experience in banking operations or customer service management
- Strong knowledge of customer service frameworks and banking processes
- Experience handling escalations and regulatory compliance requirements
- Proven leadership skills with the ability to manage and motivate teams
- Excellent communication, problem-solving, and decision-making abilities
- Customer service operations and service quality management
- Team leadership and performance management
- Complaint handling and escalation management
- Banking systems and CRM platforms
- Process improvement and operational efficiency
- Regulatory compliance and risk awareness
- Opportunity to lead critical customer service operations in a leading UAE bank
- Exposure to high-impact decision-making and service improvement initiatives
- Career advancement in banking operations and customer experience management
- Competitive compensation aligned with leadership roles
- Dynamic and collaborative work environment
First Abu Dhabi Bank is the UAE's largest financial institution, offering a wide range of banking and financial services across corporate and retail segments. The bank is recognized for its commitment to innovation, customer excellence, and strong governance standards, supporting long-term growth across regional and global markets.Job Title Customer Care Unit Manager - Banking Operations
Job Description Customer Care Unit Manager - Banking OperationsJob Snapshot
- Role: Customer Care Unit Manager
- Location: Abu Dhabi UAE
- Industry: Banking
- Experience: 6-10 years
- Job Type: Full-time
Customer Care Unit Manager - Banking Operations in Abu Dhabi UAE within the Banking industry is a strategic leadership opportunity for professionals experienced in managing service teams and enhancing customer experience operations. This role focuses on supervising service units, improving service quality, and ensuring efficient handling of customer requests across multiple banking channels.Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: 18000-26000
(Estimated salary range based on similar jobs in Abu Dhabi; please confirm the final offer with the employer.)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeRole Context
The Customer Care Unit Manager is responsible for leading customer service operations, ensuring high service standards, and maintaining compliance with regulatory requirements. The role directly impacts customer satisfaction, operational efficiency, and service delivery quality within the bank.Key Responsibilities
- Supervise and manage customer care teams to ensure efficient service request handling and quality delivery
- Lead the Customer Care Unit and oversee email interaction and service request processing teams
- Provide training, coaching, and performance feedback to team members to enhance service capabilities
- Handle escalated customer complaints involving senior management, regulators, or media channels
- Coordinate with Customer Experience teams to perform root cause analysis and implement service improvements
- Ensure adherence to internal policies, audit standards, and regulatory compliance requirements
- Monitor service performance metrics and ensure achievement of agreed service level targets
- Identify process improvement opportunities and implement operational enhancements
- Manage operational costs and improve productivity within the unit
- Prepare reports and management information to support decision-making and performance tracking
- Collaborate with internal departments to resolve complex service issues and ensure seamless customer experience
- Bachelor's degree in Business Administration, Finance, or a related field
- 6-10 years of experience in banking operations or customer service management
- Strong knowledge of customer service frameworks and banking processes
- Experience handling escalations and regulatory compliance requirements
- Proven leadership skills with the ability to manage and motivate teams
- Excellent communication, problem-solving, and decision-making abilities
- Customer service operations and service quality management
- Team leadership and performance management
- Complaint handling and escalation management
- Banking systems and CRM platforms
- Process improvement and operational efficiency
- Regulatory compliance and risk awareness
- Opportunity to lead critical customer service operations in a leading UAE bank
- Exposure to high-impact decision-making and service improvement initiatives
- Career advancement in banking operations and customer experience management
- Competitive compensation aligned with leadership roles
- Dynamic and collaborative work environment
First Abu Dhabi Bank is the UAE's largest financial institution, offering a wide range of banking and financial services across corporate and retail segments. The bank is recognized for its commitment to innovation, customer excellence, and strong governance standards, supporting long-term growth across regional and global markets.
Post DetailsJob Start Date
Salary from 18000.00
Salary to 26000.00
Number of Vacancies 1
Location -Location City Abu DhabiDesired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location
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