Executive Manager - Channel Quality, Training and Performance Management

About This Role

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include :

• Lead channel‑wide Quality Assurance programmes by designing, governing and continuously enhancing service audits, call monitoring reviews, process checks and mystery shopping assessments across the Branch Distribution Network and Contact Centre.
• Ensure full adherence to CBUAE Consumer Protection requirements, internal operational controls, and ADCB service standards by identifying non‑compliance trends, evaluating control gaps and validating consistency of frontline service execution.
• Analyze quantitative and qualitative QA results to identify recurring root‑cause issues, synthesize insights into actionable recommendations and formally present improvement priorities to senior leadership.
• Drive corrective actions with channel heads to uplift service reliability, reduce operational failure points, strengthen compliance alignment and enhance the overall customer experience across all service channels.
• Oversee Branch Academy Services and CCS Training by assessing frontline capabilities, identifying learning gaps, and directing the design and delivery of regulatory, product, onboarding, and behavioral training programmes, while strengthening frontline readiness and supporting strategic business objectives through close collaboration with Human Resources.
• Partner with Human Resources, Retail, Digital, Compliance, and Risk teams to ensure training content remains aligned with evolving regulatory requirements, operational changes, and customer experience expectations.
• Strengthen frontline capability by embedding customer‑centric behaviors, enhancing product knowledge, and reinforcing compliance adherence through structured learning journeys and continuous development pathways.
• Monitor training effectiveness through performance insights and feedback, implementing targeted enhancements to ensure ADCB’s frontline employees consistently meet service, operational, and regulatory standards while delivering high‑quality customer experiences across all channels.
• Lead channel‑wide performance governance by establishing, standardizing, and continuously refining KPI frameworks, operational scorecards, and productivity models that accurately reflect business priorities and service expectations.
• Govern Branch and CCS incentive schemes by ensuring fairness, transparency, data integrity, and alignment with financial, compliance, and customer experience objectives.
• Monitor customer experience indicators, including Net Promoter Score (NPS), Customer Satisfaction (C-SAT), and Customer Effort Score (CES), by conducting comprehensive trend analysis and converting the resulting insights into practical recommendations aimed at enhancing overall channel performance.
• Partner with leadership to address performance gaps, align workforce behaviors with strategic objectives, and reinforce a high‑performance culture.
• Strengthen operational discipline, uplift productivity, and ensure consistent delivery of outcomes that support both business targets and superior customer experiences.
• Direct a centralized MIS and analytics function by establishing robust reporting standards, ensuring strong data integrity, and producing forecasting, productivity, and performance insights.
• Develop predictive, behavioral, and performance analytics models, while driving automation, machine learning, and AI‑based CX evaluation to transition the function into an AI‑enabled analytics unit.
• Enable faster, more accurate decision‑making and strengthen channel performance visibility and operational foresight.
• Strengthen service excellence by analyzing QA insights, experience data, operational results, and training effectiveness to identify systemic service gaps and inefficiencies.
• Manage cross‑channel remediation efforts and process enhancements to reduce failure points, improve channel consistency, and uplift end‑to‑end customer journeys, resulting in improved operational reliability and stronger customer satisfaction across Branches and the Contact Centre Services.
• Provide strategic support to QA, Training, MIS, and Performance teams by setting priorities, reviewing progress, and ensuring high‑quality execution.
• Represent the function in governance committees, audits, and bank‑wide performance forums, reinforcing compliance alignment and strategic integration.
• Promote a culture of service excellence, accountability, continuous improvement, and data‑driven performance optimization across all distribution channels.
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximize overall performance, engagement and motivation.

The ideal candidate should have the following experience:

• At least 8 years of UAE banking experience across service quality, training, performance management, analytics, MIS, incentive governance, or QA within a regulated environment
• Bachelor’s Degree in Business Administration or related discipline
• Certifications in Service Quality, Operational Excellence, Customer Experience, Lean, Six Sigma or Analytics preferred
• Customer Service Operations and Post‑Sales Servicing
• ATM Channel Operations and Vendor Governance
• Workforce Planning and Capacity Modelling
• Retail Banking Products and Process Knowledge
• Regulatory Compliance and CBUAE Consumer Protection Standards
• Operational Risk Management and Control Frameworks
• Customer Experience Analytics and Service Quality Management
• Digital Enablement and Process Automation
• Data and MI Analysis for Decision‑Making
• Quality Assurance and Service Audit Methodologies
• KPI and Incentive Governance
• AI‑Enabled Analytics and CX Measurement
• Leadership, Coaching and Capability Development

What we offer:

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options : We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.