Job description

The Team Leader – Customer Contact Services role at Abu Dhabi Commercial Bank PJSC (ADCB), within its subsidiary Itmam under the Group Business Services (GBS) structure, is responsible for leading contact centre operations supporting banking operational and processing services including lending, wealth management, ATM services, treasury, syndication, and shared services. The role involves preparing and implementing annual Contact Centre plans aligned with business requirements, coordinating with the Totally Quality Assurance team to identify operational gaps, and conducting trend analysis and performance analysis on Associates to drive business objectives. The position requires managing training programs including tests, quizzes, refreshers, and sessions, maintaining development records, and ensuring updates in the Tawasul system in line with agreed processes. The role also includes updating process documentation and manuals to ensure employees are trained on current procedures, and performing UAT (User Acceptance Testing) on new banking applications and front-end applications impacting Contact Centre operations to support system development and implementation. The Team Leader is accountable for organizing and supervising team activities, ensuring adherence to ADCB’s policies, processes, procedures, and systems, and managing staff performance to meet operational targets. The role demands proficiency in banking applications, MS PowerPoint, MS Excel, and MS Word, along with expertise in quality assurance coordination, training management, and operational process alignment within a structured banking environment. It also includes contributing to continuous improvement initiatives, ensuring compliance with internal processes, and supporting organizational objectives within a dynamic UAE banking environment.