Customer Care Unit Manager

First Abu Dhabi Bank

Key Responsibilities

• Organize and supervise the work of assigned teams to ensure efficient, policy-compliant operations.
• Provide on-the-job training, coaching, and development to team members to enhance performance and service delivery.
• Promote FAB s values and ethics to establish a value-driven culture within the unit.
• Guide junior colleagues and conduct knowledge-sharing sessions to support team objectives.
• Implement relevant policies, systems, and procedures for the assigned unit.
• Identify process improvement opportunities to enhance productivity, reduce costs, and introduce sustainable practices.
• Prepare timely and accurate unit reports and sectional statements aligned with FAB s quality standards.
• Manage Customer Care Unit teams including the Service Request Process Team and Atyourservice email interaction team.
• Deliver consistent service levels across assigned channels and ensure a positive customer experience.
• Lead resolution of escalated customer cases, including those raised by senior management, regulators, and media.
• Work with Customer Experience teams to conduct root cause analyses and implement service quality enhancements.
• Monitor performance metrics, develop best practices, and improve service request handling.
• Ensure compliance with audit, risk, and regulatory requirements across units.
• Provide professional advice and solutions to customer complaints using in-depth knowledge of bank products and services.
• Coordinate with business units and support functions to resolve complex cases.
• Manage budget and control operational costs within the unit.
• Operate within FAB s governance framework and approval matrix for decision-making.

Skills Set

• Customer care management
• Team leadership and coaching
• Service request processing
• Escalation management
• Root cause analysis
• Regulatory compliance
• Process optimization
• Cross-functional coordination
• Reporting and documentation