Abu Dhabi Islamic Bank
Service Hub Specialist
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 28/02/2026
Job overview
Date posted
14/01/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
28/02/2026
Job description
The Service Hub Specialist role is responsible for ensuring smooth and efficient delivery of retail banking services across multiple branches in Dubai, acting as a centralized point of contact for service-related inquiries and operational execution. The role works closely with Relationship Operations Managers (ROM), branch teams, and internal stakeholders to maintain high-quality service delivery, operational efficiency, and customer satisfaction. The scope includes managing a wide range of centralized banking services such as early settlements from other banks, deceased account handling, court orders, customer retention, collections, exception user access, account opening quality control remediation, SDL overdue and fee management, direct debit issuance, general ledger financial posting, daily reporting, KYC and ODD updates, and exit relationship processing, with additional services added based on volume and management approval. The role requires proactive identification of service bottlenecks, accurate data management, preparation of performance and customer feedback reports, support for internal audit and ICD comments, and strict compliance with ADIB retail banking policies, procedures, and Central Bank of UAE regulations. The position is designated exclusively for UAE Nationals.
Required skills
Key responsibilities
- Ensure timely and accurate delivery of assigned retail banking services in line with established quality and performance standards
- Manage centralized services including early settlements, deceased cases, court orders, retention, collections, exception user access, account opening QC remediation, SDL overdue and fee management, direct debit issuance, general ledger postings, KYC and ODD updates, and exit relationship processing
- Act as the primary point of contact for customers by handling inquiries, service requests, and escalations professionally
- Identify and address service bottlenecks to maintain seamless service delivery across branches
- Collaborate with branches, ROM, and internal departments to coordinate efficient multi-branch service operations
- Maintain accurate daily and monthly records of service transactions and customer interactions
- Prepare service performance, customer feedback, and operational improvement reports
- Collect and analyze customer feedback to identify service gaps and recommend enhancements
- Support service improvement plans to increase customer satisfaction and loyalty
- Provide detailed responses to internal audit and ICD comments related to financial products and customer services
- Comply with ADIB operational controls, retail credit policies, procedures, and Central Bank of UAE regulations
- Adapt to process changes, new service allocations, and complete ad hoc assignments assigned by the line manager
Experience & skills
- Bachelor’s degree in business administration, finance, or a related field
- Minimum of 2–3 years of experience in the banking industry, preferably in customer service or operations
- Proficiency in banking systems and service platforms
- Broad knowledge of ADIB retail banking products and services
- Thorough knowledge of ADIB retail credit and operational policies and procedures
- Good knowledge of UAE banking practices, regulations, risks, and Central Bank of UAE regulations
- Eligibility restricted to UAE Nationals only