Support & Quality Officer

Role : Support & Quality Officer
Location : Abu Dhabi

Role Purpose:

To provide centralized operational support quality assurance and governance oversight for Wealth Centers (Priority & Wealth Coverage) ensuring efficient service delivery regulatory compliance risk control and continuous process improvement across all bank channels.

Key Accountabilities of the role

Operational & Frontline Support

• Support Priority/Wealth Centers frontline teams in resolving customer service and operational issues.

• Coordinate with frontline to close pending cases discrepancies and remediation items.

• Act as a focal point between Priority/Wealth Centers and internal stakeholders (GCD ICD HR Operations Legal ORM Retail Control Training etc.).

• Guide and support new joiners by addressing inquiries throughout their onboarding journey.

• Highlighting critical issue and recommending corrective action plan.

Complaints & Critical Case Management

• Coordinate resolution of VIP and critical customer cases to prevent escalation.

Customer Segmentation Upgrade & Retagging

• Execute and validate all Upgrade Downgrade and Retagging requests across all bank channels.

• Process single and bulk retagging requests (Priority Wealth Real Estate Collections Call Center).

• Manage RM change requests and temporary staff upgrades.

• Act as the main point of contact for segmentation-related inquiries.

• Submit monthly upgrade and tracking reports to Management.

Reporting Systems & Process Improvement

• Monitor daily account opening reports and follow up on pending branch actions.

• Follow up on unarchived original files in BPM Centralized Account Opening.

• Review and update Priority Banking and Wealth Coverage SOPs and SLAs.

• Manage and enhance BPM CRM Dynamics CRM Next and other banks systems.

• Design and implement process improvements to enhance efficiency and control.

Governance Risk & Compliance

• Maintain and annually review Wealth Access Matrix and Authority (Delegation) Matrix.

• Manage RCSA KRIs risk issues controls and action plans.

• Ensure compliance with FATCA CRS and ODD requirements.

• Support ICD court cases and regulatory follow-ups.

• Oversee SCA exam bookings licensing issuance and completion of CPD hours for all RMs.

• Deliver orientation presentations on Priority Banking systems requirements and SCA documentation.

• Ensure all Priority & Wealth staff sign the MBO (Measurement Business Objectives).

• Access Management & Training

• Manage system access for new joiners and existing staff (activation reactivation troubleshooting).

• Identify training needs and coordinate programs to enhance frontline performance.

• Other Duties

Perform any other responsibilities assigned by Head of Wealth Management.

Specialist Skills / Technical Knowledge Required for this role:

• Good knowledge of ADIBs Retail Banking products & services and wealth management products and services

• Broad knowledge of ADIBs Retail Operational Policies & Procedures

• Fair Knowledge of UAE banking practices regulations & risks

• Good Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities

• General awareness of competitors in the local market

• Fair knowledge of service standards

• Training skills

• Management Information skills

• Computer skill

Previous experience:

• Minimum five (5) years experience in Retail Banking Products & Operations in a banking or service industry environment

• Hands-on experience in frontline banking operations including customer onboarding KYC documentation and account maintenance in line with internal policies and UAE Central Bank regulations.

• Experience in supporting wealth and retail banking activities including coordination with Relationship Managers handling investment-related documentation and managing discrepancies and follow-ups with internal stakeholders.