Executive Manager - Customer Service Channel Enablement

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued. **About the business area** GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support. We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in banking. **In this role, your key responsibilities include** : * Lead the end‑to‑end operations of Customer Experience Desks by overseeing post‑sales servicing for Mortgage, Personal Loan and Auto Loan customers and ensuring all cases are processed in line with agreed SLAs, turnaround times and CBUAE Consumer Protection Standards. * Review and optimize documentation flows, fulfilment processes and hand‑offs to reduce customer effort and strengthen operational accuracy. * Use complaint analysis, root‑cause evaluations and service journey diagnostics to identify structural pain points and drive targeted improvements. * Collaborate with Customer Experience (CX), Product and Operations teams to embed service recovery mechanisms, reduce rework and enhance service consistency across all retail segments, ensuring customers receive timely, accurate and compliant outcomes every time. * Lead the management of the ATM channel across the UAE by overseeing network distribution, deployment planning, performance monitoring, availability restoration and incident resolution to ensure reliable and secure customer access to cash and self‑service transactions. * Govern the vendor ecosystem through structured commercial evaluations, contracting, SLA oversight and periodic performance reviews with service providers, cash handlers, remittance partners and exchange houses. * Analyse transaction trends, downtimes, customer usage behaviour and cost‑performance ratios to inform decisions on network growth, relocation and optimization. * Coordinate closely with Technology, Security and Facilities teams to enhance resilience, address recurring failures, strengthen risk controls and ensure the ATM estate meets regulatory, operational and customer‑experience expectations. * Lead workforce planning and enablement across Branch Distribution and Contact Centre Services by developing forecasting models, staffing frameworks, capacity plans and utilization metrics that align resources with customer demand and service priorities. * Review operational performance, branch volumes, call trends and productivity indicators to identify improvement levers and propose tactical and structural changes that enhance service stability and operational efficiency. * Support the digitization of frontline journeys and transformation programmes by ensuring readiness assessments, clear process documentation and robust change adoption plans. * Collaborate with Retail Banking, CCS leadership, Digital Banking and Operations to support new service rollouts, resolve cross‑functional dependencies and ensure adherence to CBUAE Consumer Protection Standards, internal controls, fraud prevention requirements and service quality expectations across all customer‑facing channels. * Provide effective leadership to direct and indirect teams by setting clear expectations, aligning objectives to Group Service Channels’ strategy and cultivating a high‑performance, customer‑first culture rooted in operational discipline and continuous improvement. * Establish governance routines, scorecards, dashboards and performance review mechanisms that offer transparency into service levels, risk indicators, ATM operations and enablement KPIs. * Act as the primary liaison between service channels and key stakeholders including Operations, Risk, Compliance, Digital, Retail and Finance, ensuring decisions are data‑driven, coordinated and aligned with regulatory and strategic priorities. * Build team capability through coaching, development plans and structured knowledge transfer while championing practices that strengthen resilience, accountability and cross‑functional collaboration across all supported channels. * Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance. * Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximize overall performance, engagement and motivation. **The ideal candidate should have the following experience:** * At least 8 years of experience in UAE banking operations with strong exposure to branch operations, post‑sales servicing, vendor management, SLA governance and channel enablement within regulated environments. * Bachelor’s degree in Business Administration or related discipline. * Certifications in Operational Excellence, Customer Experience, Service Quality, Lean or Six Sigma are desirable. * Customer Service Operations and Post‑Sales Servicing * ATM Channel Operations and Vendor Governance * Workforce Planning and Capacity Modelling * Retail Banking Products and Process Knowledge * Regulatory Compliance and CBUAE Consumer Protection Standards * Operational Risk Management and Control Frameworks * Customer Experience Analytics and Service Quality Management * Digital Enablement and Process Automation * Data and MI Analysis for Decision‑Making * Leadership, Coaching and Capability Development **What we offer:** **Comprehensive Benefits Package:** This includes market\-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels). **Flexible and Remote Working Options** : We understand the importance of work\-life balance and offer flexible working arrangements, subject to eligibility and job requirements. **Learning and Development Opportunities:** We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor\-led courses, a comprehensive e\-Learning catalog, on\-the\-job training and professional development programs. At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.