Job Description

Role : Associate Manager- Customer Service & Digital Solutions
Location : Abu Dhabi

Role Purpose:
The Associate Manager – Customer Service & Digital Solutions supports the delivery of high-quality service operations within Community Banking, with a dual focus on customer service governance and digital enablement. The role is responsible for ensuring accurate and compliant processing of service requests, guiding Relationship Officers (ROs) and Relationship Managers (RMs) on documentation and submission standards, and enhancing customer adoption of digital banking solutions.

The position plays a key role in improving operational efficiency, reducing turnaround time, and driving digital transformation across the Community Banking portfolio.

Key Accountabilities of the role

Customer Service Governance & Quality Control

• Act as a checker/reviewer for all customer service requests prior to submission to ensure completeness, accuracy, and compliance with internal policies.
• Validate account opening documentation and other service-related submissions for nonprofit organizations and other institutional clients.
• Guide ROs and RMs on documentation, regulatory requirements, and submission procedures.
• Ensure service requests are processed within agreed SLAs and escalate exceptions where required.
• Step in to support resolution of complex or sensitive service issues and support complaint handling and ensure timely and satisfactory resolution.
• Monitor recurring errors and implement corrective guidance to improve quality of submissions.

Digital Solutions Enablement & Client Support

• Act as the focal point for digital banking support within Community Banking.
• Guide clients through onboarding to digital platforms (e.g., online banking, and other digital products).
• Assist customers in completing the subscription forms of digital products and other service requests & offerings and conduct training sessions and demonstrations for clients.
• Promote adoption of digital channels to reduce manual transactions and improve client experience.
• Coordinate with internal digital teams to escalate system-related issues and follow up until resolution.
• Identify opportunities to enhance digital usage within the portfolio and provide feedback for continuous improvement, handle relevant MIS, and follow up with RMs to ensure customers are convinced with digital transformation.

Relationship Support & Advisory

• Partner with RMs and ROs to ensure smooth execution of AC opening and service-related processes.
• Provide advisory support on procedural requirements and documentation for new and existing clients.
• Ensure proper follow-up on pending submissions, KYC updates, and service requests.
• Act as a bridge between front & back office to streamline communication and reduce bottlenecks.

Operational Excellence & Process Improvement

• Ensure adherence to internal policies, operational standards & regulatory requirements.
• Identify workflow inefficiencies and recommend process enhancements.
• Support implementation of service process improvements and automation initiatives.
• Track service performance metrics and highlight areas requiring improvement.

Risk Awareness & Compliance Support

• Ensure all service requests comply with regulatory and internal control requirements.
• Handle the ODD MIS and act as focal point with GCD for matters related to ODDs and CMAT reviews.
• Support proper KYC/ODD documentation and periodic review processes & follow up with coverage team to ensure timely submissions.
• Highlight operational risk gaps and escalate potential compliance concerns.
• Maintain proper audit trail and documentation integrity.

Specialist Skills / Technical Knowledge Required for this role:

• Strong understanding of digital banking platforms and onboarding procedures.
• Strong Knowledge of ADIB Products, Sharia Framework, and Governance Standards
• Good knowledge of account opening documentation and service processes.
• Strong attention to detail and quality control mindset.
• Problem-solving and troubleshooting skills.
• Excellent communication and client training abilities.
• Ability to guide and support cross-functional teams.
• Customer-centric and solution-oriented approach.

Required experience:

• Bachelor’s degree in Business, Finance, Banking, or related field.
• 7–10 years of experience in banking operations, digital onboarding, or relationship support.
• Strong experience in digital banking onboarding or corporate online banking support is preferred.
• Strong understanding of regulatory documentation requirements.