Manager - Business Support

About the business area

Corporate & Investment Banking Group

The Corporate & Investment Banking Group (CIBG) provides a portfolio of corporate banking services, including investment & transaction banking as well as financial market solutions. This sophisticated product suite is powered by efficient digital platforms and distribution channels. It serves a broad range of clients both domestically and across the MENA region, including government entities, financial institutions, large to mid-size corporates, and commercial clients (SMEs), and maintains strategic relationships with leading banks globally

We are actively seeking an ambitious professional to join our Corporate Support team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in banking.

This position is for Emirati applicants

In this role, your key responsibilities include:

• To lead and manage a team of Service Officers to provide first level support to customer-facing employees, take ownership of Corporate and Investment Banking Group (CIBG) customer maintenance requests and corporate account opening in line with the agreed Service Level Agreements (SLAs) and standards in order to achieve customer experience targets
• Oversee and manage customer maintenance requests, support customer queries/complaints, communicate service metrics, monitor and analyse results and implement changes, conduct periodic spot checks in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in Net Promoter Score (NPS) scores
• Ensure all RM locations are adequately covered by the support team, based on the volume of work and requirements from the front-end team to ensure SLAs, TATs and service standards are met
• Oversee and manage the team supporting RMs in gathering the required information and documentation in order for them to analyse clients’ financial health and needs as well as their industries/markets on a regular basis
• Under the RMs supervision, support with technical operations in the system during the Credit process (For example: raising memos and completing reviews) to ensure TATs and other service metrics are met in line with valid Standard Operating Procedures (SOPs) and policies
• Use available data to educate clients on access options and identify cross-sell opportunities in order to deepen client relationships and support the generation of sales revenue for the Bank
• Educate clients on use of digital applications and channels, in line with the Bank’s strategy and targets in order to increase their usage
• Oversee the preparation and consolidation of the team productivity reports in order to report on departmental activities
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance
• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

The ideal candidate should have the following experience:

• At least 6 years of experience within a customer-facing front-end function in Corporate Banking
• Bachelor’s Degree in Business, Accounting or Finance
• Analytical skills
• Microsoft Office (Word, Excel and PowerPoint)
• Core knowledge of banking systems