Support & Quality Officer

Role : Support & Quality Officer
Location : Abu Dhabi

Role Purpose:

To provide centralized operational support, quality assurance, and governance oversight for Wealth Centers (Priority & Wealth Coverage), ensuring efficient service delivery, regulatory compliance, risk control, and continuous process improvement across all bank channels.


Key Accountabilities of the role

Operational & Frontline Support

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  Support Priority/Wealth Centers frontline teams in resolving customer service and operational issues.
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  Coordinate with frontline to close pending cases, discrepancies, and remediation items.
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  Act as a focal point between Priority/Wealth Centers and internal stakeholders (GCD, ICD, HR, Operations, Legal, ORM, Retail Control, Training, etc.).
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  Guide and support new joiners by addressing inquiries throughout their onboarding journey.
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  Highlighting critical issue and recommending corrective action plan.

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Complaints & Critical Case Management

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  Coordinate resolution of VIP and critical customer cases to prevent escalation.

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Customer Segmentation, Upgrade & Retagging

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  Execute and validate all Upgrade, Downgrade, and Retagging requests across all bank channels.
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  Process single and bulk retagging requests (Priority, Wealth, Real Estate, Collections, Call Center).
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  Manage RM change requests and temporary staff upgrades.
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  Act as the main point of contact for segmentation-related inquiries.
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  Submit monthly upgrade and tracking reports to Management.

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Reporting, Systems & Process Improvement

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  Monitor daily account opening reports and follow up on pending branch actions.
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  Follow up on unarchived original files in BPM Centralized Account Opening.
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  Review and update Priority Banking and Wealth Coverage SOPs and SLAs.
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  Manage and enhance BPM, CRM Dynamics, CRM Next and other banks systems.
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  Design and implement process improvements to enhance efficiency and control.

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Governance, Risk & Compliance

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  Maintain and annually review Wealth Access Matrix, and Authority (Delegation) Matrix.
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  Manage RCSA, KRIs, risk issues, controls, and action plans.
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  Ensure compliance with FATCA, CRS, and ODD requirements.
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  Support ICD court cases and regulatory follow-ups.
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  Oversee SCA exam bookings, licensing issuance, and completion of CPD hours for all RMs.
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  Deliver orientation presentations on Priority Banking systems, requirements, and SCA documentation.
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  Ensure all Priority & Wealth staff sign the MBO (Measurement Business Objectives).
  
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• Access Management & Training

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  Manage system access for new joiners and existing staff (activation, reactivation, troubleshooting).
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  Identify training needs and coordinate programs to enhance frontline performance.
  
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• Other Duties

Perform any other responsibilities assigned by Head of Wealth Management.


Specialist Skills / Technical Knowledge Required for this role:

• Good knowledge of ADIB’s Retail Banking products & services and wealth management products and services
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  Broad knowledge of ADIB’s Retail Operational Policies & Procedures
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  Fair Knowledge of UAE banking practices, regulations & risks
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  Good Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities
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  General awareness of competitors in the local market
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  Fair knowledge of service standards
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  Training skills
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  Management Information skills
• Computer skill

Previous experience:

• Minimum five (5) years’ experience in Retail Banking Products & Operations, in a banking or service industry environment

• Hands-on experience in frontline banking operations, including customer onboarding, KYC documentation, and account maintenance in line with internal policies and UAE Central Bank regulations.

• Experience in supporting wealth and retail banking activities, including coordination with Relationship Managers, handling investment-related documentation, and managing discrepancies and follow-ups with internal stakeholders.