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.

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Complaints & Critical Case Management

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

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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.

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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.

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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).

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• 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.

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• Other Duties

Perform any other responsibilities assigned by Head of Wealth Management.

Specialist Skills / Technical Knowledge Required for this role:

• Good knowledge of ADIB’s Retail Banking products & services and wealth management products and services

• Broad knowledge of ADIB’s 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.