Job Description

Role : Call Center Coordinator
Location : Abu Dhbai

Role Purpose:

To serve as the primary liaison between ADIB Securities and the outsourced call center team, ensuring all service updates, product knowledge, compliance changes, and process improvements are accurately communicated, implemented, and monitored. The coordinator ensures that client interactions remain consistent with ADIB Securities’ service standards and Sharia-compliant framework.

Key Accountabilities of the role

1. Communication & Coordination

• Act as the main point of contact between ADIB Securities departments and the call center supervisor / manager.
• Ensure timely dissemination of all updates, circulars, and new initiatives from management, compliance, and operations teams.
• Facilitate alignment meetings between ADIB Securities and the call center to discuss client challenges, and updates.
• Maintain clear documentation of all communications, ensuring traceability and accountability.

2. Training & Knowledge Transfer

• Develop and deliver regular training sessions to the call center supervisor and agents on:

o New products and services (e.g., new markets, platforms, etc.)
o Internal procedures, SLAs, and service standards.

• Coordinate with Client Services, Compliance and Operations to update the training material and FAQs.
• Conduct refreshers after every major update or policy change.

3. Compliance & Policy Updates

• Gather all new compliance guidelines, circulars, and procedures issued within ADIB Securities.
• Ensure these updates are clearly communicated and explained to the supervisor and team.
• Follow up to confirm implementation and understanding across the call center.
• Act as the escalation point for compliance-related inquiries.

4. Quality Monitoring & Feedback

• Review regular quality assurance reports from the call center supervisor.
• Identify gaps in knowledge, accuracy, or service delivery related to ADIB Securities processes.
• Provide constructive feedback and corrective guidance to the supervisor for retraining or clarification.
• Support the QA team with product or policy clarifications when needed.

5. Product & Service Updates

• Liaise with Head of CS / Manager, to gather all updates on new launches, promotions, or platform enhancements.
• Prepare concise update summaries for the call center supervisor and ensure timely team rollouts.
• Ensure clients receive accurate and consistent information aligned with ADIB Securities’ messaging and standards.

6. Reporting & Performance Review
• Track and report on the accuracy and readiness of call center communications.
• Maintain logs of all updates shared and training delivered.
• Participate in performance review discussions to provide input on the call center’s alignment with ADIB Securities goals.

7. Escalation Support
• Serve as the internal escalation contact for complex or sensitive client issues raised by the call center.
• Coordinate resolution between relevant ADIB Securities departments and the call center supervisor.
• Ensure timely feedback is relayed to the supervisor for client communication closure.

Specialist Skills / Technical Knowledge Required for this role:

• Strong knowledge of ADIB Securities’ products, trading platforms, and processes.
• Excellent communication and presentation skills (Arabic and English).
• Ability to translate policies and procedures into clear, actionable guidance.
• Attention to detail, professionalism, and high confidentiality standards.
• Previous experience in brokerage operations, client services, or call center management

Previous experience:

 Minimum 2 years of experience in a brokerage, bank, or financial services environment.
 Background in customer service, operations, or call center support preferred.
 Basic understanding of stock trading and Sharia-compliant products.
 Strong communication and coordination skills in Arabic and English.
 Ability to learn quickly, follow up with multiple departments, and ensure accurate information flow.
 Organized, detail-oriented, and proactive in sharing updates and supporting the call center team.