About the Role
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The Services Hub Specialist is responsible for ensuring the smooth and efficient delivery of services across multiple branches, acting as the centralized point of contact for service-related inquiries and operations. This role involves working closely with the Relationship Office Manager (ROM), branches, and other team members to ensure high-quality service delivery, customer satisfaction, and operational efficiency.
Key Accountabilities
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Service Delivery & Quality:
- Ensure timely and accurate delivery of assigned services, meeting established quality and performance standards.
- Manage services such as Early Settlement from other Banks and Exit Relationship; other services may be added in the future based on volume, team capacity, and Management approval.
- Proactively identify and address potential service bottlenecks to maintain seamless service provision.
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Customer Interaction & Issue Resolution:
- Act as the primary point of contact for customers, handling inquiries, service requests, and escalating issues with professionalism.
- Analyze and resolve service-related issues promptly, ensuring a positive customer experience.
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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 improvements.
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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.
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Customer Feedback & Service Improvement:
- Collect and analyze customer feedback to identify service gaps and recommend enhancements to the branch development team.
- Support the development and implementation of service improvement plans aimed at increasing customer satisfaction and loyalty.
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Adaptability and Continuous Improvement:
- Demonstrate flexibility in adapting to process changes and new service allocation requirements.
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Ad Hoc Assignments:
- Undertake and complete any additional responsibilities or assignments entrusted by the line manager.
Results Required
- Provide support in preparing detailed responses to internal audit and ICD comments relating to financial products and customer services.
- Comply with and perform key operational controls as required in the company's policies and procedures in day-to-day operations.
Specialist Skills / Technical Knowledge Required
- Bachelor’s degree in Business Administration, Finance, or a related field (preferred).
- Minimum of 2-3 years of experience in the Banking industry, preferably in customer service or operations.
- 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 customer inquiries and escalations.
- Experience working collaboratively with cross-functional teams to achieve common goals.
- Broad knowledge of financial products and services offered by the company's Retail Banking.
- Thorough knowledge of the company's Retail Credit and Operational Policies and Procedures.
- Good knowledge of UAE banking practices, regulations, and risks.
- Thorough knowledge of all regulations issued by the Central Bank of UAE.
- General awareness of competitors in the local market.
- Management Information skills.
