Abu Dhabi Islamic Bank
Development and Service Manager
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Job overview
Date posted
14/07/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package + relocation
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
28/08/2025
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
risk management
process improvement
operational readiness
cross-functional collaboration
vendor management
change management
user acceptance testing
data analysis
call center systems
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
- Bachelor’s 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.