Support & Quality Officer Full Time

Looking for Support & Quality Officer Jobs in Abu Dhabi? Abu Dhabi Islamic Bank (ADIB) is hiring talented professionals to enhance customer support, service quality, banking operations, quality assurance, and process improvement. This opportunity is ideal for candidates seeking Banking Jobs Abu Dhabi, Quality Assurance Officer Jobs Abu Dhabi, Customer Support Officer Jobs Abu Dhabi, Banking Operations Jobs UAE, and Islamic Banking Jobs Abu Dhabi. Join one of the UAE’s leading Islamic banks offering competitive salaries, premium employee benefits, and outstanding long-term career growth opportunities.

Key Accountabilities of the role

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.

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.

Advance your banking career by applying for Support & Quality Officer Jobs in Abu Dhabi with Abu Dhabi Islamic Bank. Professionals with expertise in quality assurance, customer service excellence, banking operations, process improvement, banking compliance, risk management, customer experience, performance monitoring, service quality audits, Microsoft Excel, CRM systems, data analysis, and Islamic banking standards can enjoy attractive salary packages, comprehensive employee benefits, professional certification opportunities, and continuous career development. Apply today to secure one of the leading Support & Quality Officer Jobs UAE and build a rewarding future with one of the region’s most respected financial institutions.