Development And Service Manager

ADIB - Abu Dhabi Islamic Bank

Role Purpose:

To lead and manage end-to-end projects within the call center division, ensuring timely and cost-effective delivery while mitigating risks, enhancing operational readiness, and promoting continuous process improvements. The role also ensures effective cross-functional collaboration to deliver on strategic objectives and improve customer experience.

Key Accountabilities of the role

• Lead and manage end-to-end call center projects (e.g., process improvement, system upgrades, workforce optimization, IVR redesign, new service implementations).
• Define project scope, goals, and deliverables in collaboration with senior management and stakeholders.
• Develop detailed project plans, including timelines, milestones, and resource allocation.
• Monitor project progress and proactively manage risks, issues, and changes in scope.
• Conduct regular project reviews and status reporting to stakeholders and leadership.
• Work closely with cross-functional teams such as IT, Quality Assurance, Training, HR, and Workforce Management.
• Ensure all project documentation is accurate and up-to-date.
• Manage vendor relationships when external services are involved.
• Drive continuous improvement initiatives within the call center through data-driven analysis and stakeholder feedback.
• Ensure projects are aligned with business objectives and contribute to enhancing customer satisfaction and operational KPIs.
• Support change management and communication efforts for smooth adoption of new processes or tools.
• Coordinate user acceptance testing (UAT), go-live planning, and post-launch reviews.
• Monitor project-related KPIs (AHT, FCR, CSAT, NPS) and implement corrective actions as needed.
• Identify opportunities for automation, digitization, and lean process improvements
  

Performance Indicators:

• On-time and on-budget delivery of projects.
• Stakeholder satisfaction and engagement.
• Improvements in call center KPIs (e.g., service level, AHT, FCR, CSAT).
• Adoption rate of implemented solutions.
• Risk mitigation and issue resolution effectiveness.

Specialist Skills / Technical Knowledge Required for this role:

• Bachelor s degree in Business Administration, Project Management, or related field.
• Project Management Professional (PMP) certification or equivalent is a plus.
• Minimum 7 years of experience in project management, preferably within a call center or customer service environment.
• Experience with project management tools (e.g., MS Project, Asana, Jira, Trello).
• Familiarity with call center systems such as CRM, ACD, IVR, and WFM tools is an advantage

Performance Indicators:

• On-time and on-budget delivery of projects.
• Stakeholder satisfaction and engagement.
• Improvements in call center KPIs (e.g., service level, AHT, FCR, CSAT).
• Adoption rate of implemented solutions.
• Risk mitigation and issue resolution effectiveness.