Customer Care Unit Manager - First Bank UAE

Customer Care Unit Manager – First Abu Dhabi Bank – Abu Dhabi, UAE

Position Overview

This Customer Care Unit Manager role oversees service request operations and customer interaction teams within First Abu Dhabi Bank. The position ensures high service quality, compliance with policies, and continuous process improvement while supervising multiple customer service units and managing escalations from clients, regulators, and internal stakeholders.

Country: UAE

City:
Abu Dhabi

Industry: Banking

Function:
Customer Support-Client Care

Salary:  monthly (Market estimated)

Gender: Any

Candidate Nationality:
Any

Job Type: Full-time

• Organize and supervise the work of assigned teams to ensure efficient, policy-compliant operations.
• Provide on-the-job training, coaching, and development to team members to enhance performance and service delivery.
• Promote FAB's values and ethics to establish a value-driven culture within the unit.
• Guide junior colleagues and conduct knowledge-sharing sessions to support team objectives.
• Implement relevant policies, systems, and procedures for the assigned unit.
• Identify process improvement opportunities to enhance productivity, reduce costs, and introduce sustainable practices.
• Prepare timely and accurate unit reports and sectional statements aligned with FAB's quality standards.
• Manage Customer Care Unit teams including the Service Request Process Team and Atyourservice email interaction team.
• Deliver consistent service levels across assigned channels and ensure a positive customer experience.
• Lead resolution of escalated customer cases, including those raised by senior management, regulators, and media.
• Work with Customer Experience teams to conduct root cause analyses and implement service quality enhancements.
• Monitor performance metrics, develop best practices, and improve service request handling.
• Ensure compliance with audit, risk, and regulatory requirements across units.
• Provide professional advice and solutions to customer complaints using in-depth knowledge of bank products and services.
• Coordinate with business units and support functions to resolve complex cases.
• Manage budget and control operational costs within the unit.
• Operate within FAB's governance framework and approval matrix for decision-making.

• Strong leadership skills with experience supervising customer service teams.
• Solid understanding of customer care operations, service level management, and escalation handling.
• Knowledge of banking products, services, and Central Bank regulatory guidelines.
• Excellent communication, problem solving, and interpersonal skills.
• Ability to manage heavy workloads and maintain high‑quality service under pressure.
• Detail-oriented with strong organizational and reporting capabilities.
• Familiarity with audit, risk compliance, and service request workflows.
• Motivated, proactive, and capable of driving continuous improvement.

• Customer care management
• Team leadership and coaching
• Service request processing
• Escalation management
• Root cause analysis
• Regulatory compliance
• Process optimization
• Cross‑functional coordination
• Reporting and documentation

• Opportunity to lead critical customer service operations at the UAE's largest bank.
• Work in a dynamic, high-impact environment focused on service excellence and continuous improvement.
• Collaborate with multiple business lines and contribute to service transformation initiatives.
• Strong support for career development, leadership growth, and professional advancement.

First Abu Dhabi Bank is one of the world's safest and most respected financial institutions, recognized for its customer focus, innovation, and operational excellence. FAB fosters a collaborative and performance‑driven culture, enabling employees to contribute meaningfully to customer satisfaction and long‑term organizational success.