Abu Dhabi Islamic Bank
Development and Service Manager
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Report job as expired
Job expiry date: 29/08/2025
Job overview
Date posted
15/07/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
29/08/2025
Job description
To lead and manage end-to-end projects within the call center division, ensuring timely and cost-effective delivery while mitigating risks, enhancing operational readiness, and promoting continuous process improvements. The role also ensures effective cross-functional collaboration to deliver on strategic objectives and improve customer experience.
Required skills
project management
call center operations
CRM systems
ACD
IVR
WFM tools
process improvement
workforce optimization
change management
UAT coordination
go-live planning
status reporting
project documentation
cross-functional collaboration
vendor management
project risk mitigation
lean process improvement
automation
project management tools
data-driven analysis
Key responsibilities
- Lead and manage end-to-end call center projects (e.g., process improvement, system upgrades, workforce optimization, IVR redesign, new service implementations).
- Define project scope, goals, and deliverables in collaboration with senior management and stakeholders.
- Develop detailed project plans, including timelines, milestones, and resource allocation.
- Monitor project progress and proactively manage risks, issues, and changes in scope.
- Conduct regular project reviews and status reporting to stakeholders and leadership.
- Work closely with cross-functional teams such as IT, Quality Assurance, Training, HR, and Workforce Management.
- Ensure all project documentation is accurate and up-to-date.
- Manage vendor relationships when external services are involved.
- Drive continuous improvement initiatives within the call center through data-driven analysis and stakeholder feedback.
- Ensure projects are aligned with business objectives and contribute to enhancing customer satisfaction and operational KPIs.
- Support change management and communication efforts for smooth adoption of new processes or tools.
- Coordinate user acceptance testing (UAT), go-live planning, and post-launch reviews.
- Monitor project-related KPIs (AHT, FCR, CSAT, NPS) and implement corrective actions as needed.
- Identify opportunities for automation, digitization, and lean process improvements.
Experience & skills
- Bachelorās degree in Business Administration, Project Management, or related field.
- Project Management Professional (PMP) certification or equivalent is a plus.
- Minimum 7 years of experience in project management, preferably within a call center or customer service environment.
- Experience with project management tools (e.g., MS Project, Asana, Jira, Trello).
- Familiarity with call center systems such as CRM, ACD, IVR, and WFM tools is an advantage.
