
Abu Dhabi Commercial Bank (ADCB)
Team Leader – Customer Contact Services
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 01/05/2026
Job overview
Date posted
17/03/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
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.
Required skills
Key responsibilities
- Prepare and implement the annual Contact Centre plan in line with business requirements to achieve required actions within agreed timeframes
- Coordinate with the Totally Quality Assurance team and Team Leaders to identify operational gaps and update action plans to align with business requirements
- Conduct trend analysis and performance analysis on Associates to monitor progress and support achievement of business objectives
- Ensure completion of training activities including tests, quizzes, refreshers, and sessions while maintaining development records and updating the Tawasul system
- Update manuals and process documentation to ensure employees are trained on the most up-to-date information and procedures
- Perform UAT (User Acceptance Testing) on new banking applications and front-end systems impacting Contact Centre operations to support development and implementation
- Manage team performance in line with ADCB people management policies, procedures, and processes to maximize employee contribution and business performance
- Organize, supervise, and monitor team activities to ensure targets and objectives are achieved in accordance with business plans, policies, processes, procedures, and systems
Experience & skills
- Demonstrate at least 4 years of experience as a Contact Centre Agent, Associate, or Officer within a banking or customer contact services environment
- Hold a Bachelor’s Degree in a related field
- Possess working knowledge of banking applications and front-end systems used in Contact Centre operations
- Exhibit proficiency in MS PowerPoint, MS Excel, and MS Word for reporting, analysis, and presentation tasks
- Apply knowledge of UAT (User Acceptance Testing), process documentation, and quality assurance coordination within banking operations
- Demonstrate experience in training management, maintaining development records, and using systems such as Tawasul
- Show capability in conducting trend analysis and performance analysis to support operational decision-making
- Demonstrate ability to manage team operations, ensure compliance with policies and procedures, and deliver Contact Centre performance targets