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Abu Dhabi Islamic Bank

Support & Quality Officer

🗓️ Posted 2026-08-01 UAE Hybrid Banking Financial Services

Company shared salary

NA

Market rate

AED 12,000–AED 22,000/mo (AED 144,000–AED 264,000/yr)

Based on similar roles (title + domain + location).

About the Company

Role : Support & Quality OfficerLocation : 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.

Responsibilities

  • ● 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.