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 Operational & Frontline Support

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

________________________________________ Complaints & Critical Case Management

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

________________________________________ Customer Segmentation, Upgrade & Retagging

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

________________________________________ Reporting, Systems & Process Improvement

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

________________________________________ Governance, Risk & Compliance

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

________________________________________ Access Management & Training

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

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

#J-18808-Ljbffr