Support & Quality Officer

JobsCloseBy Editorial Insights

ADIB is seeking a Support & Quality Officer in Abu Dhabi to provide centralized operational support, quality assurance and governance for Priority and Wealth Centers, driving compliant, efficient service across bank channels. You will coordinate frontline issue resolution, VIP and critical case management, onboarding support, segmentation changes, and reporting while liaising with GCD, ICD, HR, Operations and Compliance. The ideal candidate has at least five years in retail banking operations, strong KYC onboarding experience, solid knowledge of UAE regulations and AML, and hands-on experience with BPM and CRM systems. To apply, tailor your resume with measurable improvements, emphasize cross-functional collaboration and mentoring, and include a concise cover note linking your experience to governance, risk and customer experience, noting readiness to work onsite in Abu Dhabi.

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.