Priority Capability & Development Manager

Candidates should be comfortable working in a fast-paced environment, adapting to changing priorities and taking ownership of assigned outcomes.

This position strengthens the capability and service performance of Priority Banking teams and Gold Centers. The role combines customer service oversight, complaint management, staff development, productivity improvement and service standards monitoring to enhance the experience of priority customers. The successful candidate will contribute to dependable banking operations, protect service quality and help the business achieve its objectives while maintaining appropriate controls. This is a full-time opportunity based in Dubai, United Arab Emirates.

Key Responsibilities

• Manage priority customer complaints and coordinate timely resolution.
• Monitor RM productivity, targets and development needs and recommend practical interventions.
• Ensure Gold Centers meet service, technology and presentation standards.
• Use customer feedback and mystery-shopping results to identify improvement opportunities.
• Support staff capability development, productivity initiatives and new-business opportunities.

Requirements

• Six years of banking experience in customer-facing or front-office roles.
• Bilingual Arabic and English capability.
• Strong customer-service and frontline-management knowledge.
• Good communication and Microsoft Word and Excel skills.
• Ability to analyze service performance and coach teams.

Skills

Customer service, frontline management, Priority Banking, complaint resolution, mystery shopping, staff development, service standards, MIS.

Work Environment

The role involves working with internal teams and customers in a structured banking environment where accuracy, confidentiality and timely execution are essential. The successful candidate should be comfortable handling multiple priorities, following documented procedures and escalating issues when necessary. A proactive approach to service improvement, strong teamwork and a commitment to professional standards will help ensure consistent results and positive outcomes for customers and the business.

Employment Details

• Company: ADIB - Abu Dhabi Islamic Bank
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Banking
• Eligibility: Any