About the role
Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. We nurture a diverse, inclusive community where every voice is valued.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
About the business area
GBS is a group of highly skilled and talented professionals who form an essential part of the continued journey of success. With a proud history of commitment, innovation, and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving strategy, growth, and digital evolution by working closely with valued business partners to achieve exceptional customer experience through outstanding service and support.
Key responsibilities include:
- Digital Branch Operations Management: Manage Digital Banking branch operations to ensure consistent service delivery, operational efficiency, and adherence to approved processes and service standards.
- Customer Experience Management: Oversee customer journeys and Digital Banking TouchPoints to ensure service quality, timely resolution of issues, and continuous enhancement of customer experience.
- Team Leadership and Performance: Organise, supervise, and support the Digital Banking team to ensure objectives are achieved through effective performance management, coaching, and capability development.
- Customer Issue and Escalation Management: Oversee the handling of complex or escalated Digital Banking customer issues by coordinating with relevant teams to ensure effective and timely resolution.
- Digital Adoption and Engagement: Drive initiatives that support increased customer adoption and effective usage of Digital Banking services by leveraging customer insights and service data.
- Reporting and Performance Monitoring: Monitor operational and service performance metrics and prepare reports to support management review and informed decision making.
- People Management: Manage self and team in line with people management policies, procedures, processes, and practices to ensure adherence and to maximise 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.
- Policies, Processes, Systems and Procedures: Implement approved departmental policies, processes, and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.
- Continuous Improvement: Manage and motivate the team to ensure they contribute to and participate in the identification and implementation of change initiatives, programmes, and projects in line with the Bank’s standards.
- Customer Service: Demonstrate Our Promise and apply the Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.
The ideal candidate should have the following experience
- At least 6 years of experience in Digital Banking, Branch Operations, Customer Service, or Banking Operations.
- Bachelor’s degree from a recognized university in Business Administration, Banking, Finance, Information Systems, or a related discipline.
- Strong knowledge of Digital Banking platforms and service models.
- Understanding of customer experience management and service quality frameworks.
- People management and team leadership skills.
- Ability to analyze service performance and customer data.
- Knowledge of banking products, Digital Banking processes, and operational controls.
- Strong communication, coordination, and reporting skills.
What we offer:
- Competitive Salary: The indicative pay range for this role is AED 40,600 – AED 52,000 per month. Additionally, all employees are eligible to participate in one of the rewarding variable pay plans.
- Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance for certain job levels.
- Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
- Learning and Development Opportunities: We value and facilitate continuous learning and personal development through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training, and professional development programs.
At the company, we are dedicated to creating a respectful, caring, and disciplined work environment that aligns with your career ambitions.
