Support & Quality Officer

About the Role

This position is designed to provide centralized operational support, enforce quality standards, and oversee governance for Priority and Wealth Coverage Centers. The objective is to ensure smooth service operations, adherence to regulations, effective risk management, and ongoing enhancement of processes across all bank channels in Abu Dhabi.

Key Responsibilities

• Assist the frontline Priority and Wealth teams with resolving customer service and operational challenges.
• Liaise with frontline units to close pending cases, correct discrepancies, and address remediation requirements.
• Serve as the liaison between Priority/Wealth Centers and various internal departments including but not limited to GCD, ICD, HR, Operations, Legal, ORM, Retail Control, and Training.
• Support onboarding of new employees by promptly responding to queries throughout their integration.
• Identify critical issues and propose corrective plans.
• Coordinate the resolution of VIP and critical customer cases to avoid escalation.
• Manage execution and validation of customer segmentation changes, including upgrades, downgrades, and retagging across all banks' channels.
• Process single and bulk requests for client retagging for services including Priority, Wealth, Real Estate, Collections, and Call Center.
• Handle Relationship Manager change requests and temporary staff upgrade processes.
• Act as the primary contact for inquiries related to customer segmentation.
• Prepare and submit monthly reports on upgrades and tracking to management.
• Review daily account opening reports and follow up on actions pending at branch level.
• Ensure archival of original documents in BPM Centralized Account Opening platform.
• Update and maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) related to Priority Banking and Wealth Coverage.
• Manage and improve banking information systems such as BPM, CRM Dynamics, and CRM Next.
• Implement process improvements to increase operational efficiency and control mechanisms.
• Maintain and annually review Wealth Access Matrix and Delegation of Authority matrices.
• Oversee risk control activities including RCSA, Key Risk Indicators (KRIs), risk issues, controls, and corresponding action plans.
• Ensure compliance with regulatory frameworks including FATCA, CRS, and Onboarding Due Diligence (ODD) requirements.
• Provide support for court cases and regulatory follow-ups handled by ICD.
• Oversee exam scheduling, licensing issuance, and CPD hour fulfillment for all Relationship Managers.
• Conduct induction presentations covering Priority Banking systems, regulatory requirements, and Security and Compliance Authority (SCA) documentation.
• Ensure all Priority and Wealth staff complete the Measurement Business Objectives (MBO) signing.
• Manage system accesses for new and existing employees including activation, reactivation, and troubleshooting.
• Identify frontline training needs and coordinate relevant development programs.
• Undertake any additional tasks assigned by the Head of Wealth Management.

Key Knowledge and Skills

• Comprehensive understanding of the retail and wealth banking products and services provided by ADIB.
• Strong familiarity with retail banking operational policies and procedures.
• Knowledge of UAE banking regulations, practices, and risk management approaches.
• Awareness of Anti-Money Laundering (AML) regulations issued by the UAE Central Bank and other regulatory authorities.
• General insight into competitor offerings in the local banking sector.
• Understanding of service standards applicable to banking operations.
• Effective training capabilities coupled with good management information system skills.
• Proficiency in computer systems relevant to banking operations.

Experience Requirements

• Minimum of five years’ experience in retail banking products and operations within a banking or related service industry.
• Practical experience with customer onboarding procedures, KYC documentation, and account maintenance adhering to internal guidelines and UAE Central Bank regulations.
• Experience supporting wealth and retail banking, including working with Relationship Managers, managing investment documentation, and resolving discrepancies with relevant internal teams.