Digital Services Team Leader

3 weeks ago

Dubai, United Arab Emirates Abu Dhabi Islamic Bank Full time

Digital Services Team Leader

**Role **:Digital Services Team Leader**
**Location**: Dubai

**Role Purpose**:
The Digital Services Team Leader is responsible of the WBG customer onboarding journey for ADIB Office Banking solutions, ADIB Direct online channel and other WBG products setups (i.e. link Host to Host, SWIFT for corporates, Sweeps) to meet exceptional service delivery as per agreed SLA. Direct the functioning of WBG Digital banking team, facilitate a strong control environment, maximize efficiency through quality assessment, monitor service delivery against agreed SLAs.

Digital Services Team Leader role is also to manage, track, oversee and bridge smooth interaction between WBG customers and ADIB. The main objective of this role is to optimize WBG customer satisfaction and loyalty through WBG strategic initiatives. Execution should be done through information gathering from customers' & staff members and by deploying tools / solutions / processes for smooth seamless customer experience journey

**Key Accountabilities of the role**
- Responsible to assure that WBG customer experiences are mapped through all the channels sand addressed in case of any customer concerns.
- Monitor progress and activities to ensure adoption and rapid time to - Value.
- Building strong partnerships and collaborate with key stakeholders including front office, Compliance, Audit and Technology.
- Own and represent COB in projects e.g., data remediation, technology implementation or process design as needed.
- Be responsible for group audit and internal control adherence.
- Manage and coach a team of Digital Services Officers to provide customer with a great experience.
- Experienced in Complex digitalization set up of large Complex corporations / WBG - CBX proficiencies.
- Manage ADIB Direct online, WPS, Bulk, Sweep, Cheque books, DDA, Mobile function for WBG/CB/FI/Iraq clients for setup and access creation with agreed turnaround time as agreed in departmental SLA.
- Support and manage the onboarding of corporate clients on ADIB Direct and implementation process both tactically and strategically to ensure satisfaction of all stakeholders and a positive ADIB Direct onboarding experience.
- Identify any gaps / red flags and escalate the same in timely manner to ensure all necessary controls are in place.
- Handle all BAU issues/escalations related to online channels.
- Manage workload including high priority request, ensure timely escalation of key risks / issue to the management.
- Review and approve the customer onboarding details on ADIB Direct platform.
- Review the DDAs request received on the checker queue to approve and push to Central Bank.
- Supervision of the CBV agents performing call backs verification for MIFT as per bank policy.
- Provide CBV reports and statistics

RESULTS REQUIERD:

- Improves Customer Satisfaction and increase their loyalty.
- Creates a competitive advantage with the banks in the market.
- Builds stronger internal stakeholders trust and relationship.
- Increases revenue and sales by providing seamless service execution.

**Specialist Skills / Technical Knowledge Required for this role**:

- Ability to successfully lead big service enhancement projects.
- Excellent analytical and presentation skills
- Excellent communications and interpersonal skills
- Team player
- Creative
- Aptitude in decision-making and problem-solving
- Time & Stakeholder management skills
- Flexible with the ability to and work under pressure
- Customer oriented / focused.
- Ability to overcome obstacles in an innovative manner
- Cultural sensitivity and adaptability

Job ID 300002135274504

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