Abu Dhabi Commercial Bank (ADCB) is seeking a motivated and customer-focused Customer Service Manager – Trade Finance to join its dynamic operations team in Dubai. This is a full-time, on-site role within Itmam, a subsidiary of ADCB that provides banking operations and processing services across group sectors. The role offers an excellent opportunity to lead service initiatives, manage client relationships, and contribute to enhancing customer satisfaction and operational excellence.

Key Responsibilities:

• Handle and manage customer requests, resolve complaints, and deliver excellent service to exceed customer expectations and improve Net Promoter Scores (NPS).

• Provide dedicated service support to the coverage teams, ensuring a consistent and professional client experience across all touchpoints.

• Oversee issue resolution processes and liaise with relevant departments to ensure prompt and effective complaint management.

• Lead and mentor the customer service team, adhering to ADCB’s people management policies and maximizing team performance.

• Drive change initiatives, process improvements, and service enhancements in alignment with the bank’s operational standards and goals.

Requirements:

• Minimum of 6 years’ experience in a front-end customer service role within commercial, corporate, or transaction banking.

• Bachelor’s degree in Business, Accounting, or Finance.

• Strong communication, leadership, and problem-solving skills.

• Proven ability to manage customer expectations and handle service escalations efficiently.

Benefits:

• Competitive medical insurance, group life & personal accident coverage.

• Paid leave and airfare allowance.

• Preferential staff rates on loans and finance facilities.

• Education assistance (applicable to certain job levels).

• Flexible and remote work options (based on eligibility).

• Extensive learning and professional development programs, including instructor-led training and e-Learning.

Join ADCB and be a part of a diverse, inclusive, and respectful environment that nurtures your career ambitions.