Abu Dhabi Commercial Bank (ADCB)
Manager – Customer Contact Services
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 30/04/2026
Job overview
Date posted
16/03/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
30/04/2026
Job description
The Manager – Customer Contact Services leads ADCB’s customer contact operations, ensuring service excellence and achieving performance targets across all digital and traditional channels. The role involves overseeing team performance, developing customer-centric strategies, driving adoption of digital channels, and fostering a high-performance environment aligned with the Bank’s service standards and policies.
Required skills
Customer service excellence and NPS management
Team leadership and people management
Operational oversight of contact center activities
Digital channel utilization (Chat, Internet Banking, IVR, SMS, Mobile Banking)
Process adherence and risk management
Analytical and decision-making skills
MS Office proficiency (Excel, Word, PowerPoint)
Customer-centric strategy development
Cross-functional collaboration
Key responsibilities
- Ensure contact center exceeds customer expectations and achieve NPS targets.
- Drive consistent service excellence and champion customer-focused behaviors.
- Develop and implement unique customer value propositions aligned with business strategy.
- Oversee frontline team operations to ensure error-free transactions and service delivery.
- Promote and monitor digital/alternate channels usage to enhance customer experience.
- Manage team in accordance with ADCB’s people management policies and practices.
- Organize and supervise team activities to meet targets and business objectives.
- Provide feedback, coaching, and recognition to drive team performance.
Experience & skills
- Minimum 6 years of managerial experience in a contact center or customer service environment.
- Bachelor’s degree in Banking, Business, or related field.
- Customer service diplomas or specialized courses preferred.
- Advanced proficiency in MS Excel, Word, and PowerPoint.
- Strong customer focus and service excellence mindset.
- Proven people management and leadership skills.
- Risk management and analytical capabilities.
- Decision-making and operational management experience.