Service HUB Specialist

ADIB - Abu Dhabi Islamic Bank


Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time


Role: Service Hub Specialist

Location: Al Bateen branch, Abu Dhabi

Role Purpose:
  • The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as centralized point of contact for service-related inquiries and operations.
  • This role involves working closely with ROM, Branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency.


Key accountabilities of the role:

Service Delivery & Quality:
  • Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.


The Service Hub will be managing services but not limited to:

  • Early Settlement from other Banks
  • Deceased
  • Court Orders
  • Retention
  • Collection
  • Exception User Access
  • Account Opening QC Remediation
  • SDL Overdue and Fees Management
  • DD Issuance
  • GL Financial Posting
  • Daily Reports
  • KYC/ODD Update
  • Exit Relationship
  • Other services of the Branch will be added in the future based on the volume, team capacity and Management approval.
  • Proactively identify and address potential service bottlenecks to maintain seamless service provision.


Customer Interaction & Issue Resolution:

  • Act as the primary point of contact for customers, handling inquiries, service requests and escalating with professionalism.
  • Analyze and resolve service-related issues promptly, ensuring a positive customer experience.


Operational Coordination:

  • Collaborate with team members and other departments to ensure efficient service operations across multiple branches.
  • Provide regular updates and feedback to the service Hub Team leader on service activities and operational improvement.


Data Management & Reporting:
  • Maintain accurate records of all daily and monthly activities, including service transactions and customer interactions.
  • Prepare comprehensive reports on service performance, customer feedback and improvement suggestions.


Customer Feedback & Service Improvement:
  • Collect and analyze customer feedback to identify service gaps and recommend enhancement to the branch development team
  • Support the development and implementation of service improvement plans aimed at increasing customers satisfaction and loyalty


Adaptability and Continuous Improvement:
  • Demonstrate flexibility in adapting to process changes and new service allocation requirements.


Ad Hoc Assignment:

  • Undertake and complete any additional responsibilities or assignments entrusted by the line manager.


Results required:
  • Internal Audit & ICD Comments - Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
  • Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.


Qualification, skills / technical knowledge required for this role:
  • Bachelor’s degree in business administration, finance or related field (preferred).
  • Minimum of 2-3 years of experience in the Banking industry, preferably in customer service or operation.
  • Proficiency in banking systems and service platforms
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • High attention to detail and accuracy.
  • Adaptability to change and proactive attitude toward process improvement.
  • Proven ability to handle customers inquiries and escalation
  • Experience working collaboratively with cross-functional teams to achieve common goals.
  • Broad knowledge of ADIB’s Retail Banking financial products & services
  • Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
  • Good Knowledge of UAE banking practices, regulations & risks
  • Thorough knowledge of all the regulations issued by Central Bank of UAE
  • General awareness of competitors in the local market
  • Management information skills


This position is for UAE Nationals only.

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