Senior Team Leader - Business Support Services; Emirati talent

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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 Commercial Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include

• Lead the Commercial Banking customer credit facility, credit memos, customer requests (Service Requests (SRs)) and account opening completion, reviewing and assessing compliance with the agreed Service Level Agreements (SLAs) and standards; identify areas for improvement and implement actions to achieve customer experience targets and adherence with Bank requirements/policies.
• Assess and review the team's compliance with the Banks required procedures in the completion of customer maintenance requests and in supporting customer queries/complaints; identify and rectify areas requiring improvement and ensure compliance with Bank procedures.
• Review reported service metrics and the analysis of results from customer expectations, service standards and quarter-on-quarter improvement in Net Promoter Score (NPS); identify improvement areas and recommend corrective actions to improve recorded results.
• Assess follow-up on departmental documentation that supports RMs, identifying areas for improvement and overseeing corrective action to ensure adherence to service standards, policies, procedures and Key Risk Indicators (KRIs).
• Foster a culture where the team educates clients on using self-service and remote channels to increase efficiency and reduce customer queries.
• Draft complex credit memos to support existing borrowing clients’ relationships and ensure the smooth continuity of services and lending transactions.
• Oversee the team supporting RMs in gathering information and documentation to analyze clients’ financial health and needs, including their industries/markets, and draft basic memos.
• Support the RMs and clients with technical operations in the system during the Credit process (e.g., raising memos and completing reviews) to ensure turnaround times (TATs) and other service metrics are met in line with SOPs and policies.
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to maximize contribution to business performance.
• Organise and supervise the activities and work of the team to ensure targets and objectives are achieved and the business plan is delivered in line with policies, processes, procedures and systems.

The ideal candidate should have the following experience:

• At least 5 years of experience in Corporate Banking or similar supporting functions
• Experience in credit memos or basic credit applications (CAs)
• Statistical and financial analysis
• Analytical skills
• Microsoft Office (Word, Excel and PowerPoint)
• Core knowledge of Banking systems and products

• Mid-Senior level

• Full-time

• Other

• Banking

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