Job Purpose

The Executive Manager – Channel Quality, Training & Performance Management will lead the development and execution of channel-wide Quality Assurance (QA), training and capability development, performance management, incentive governance, and Management Information Systems (MIS) and analytics initiatives.

The role will oversee service quality and performance across the Branch Distribution Network and Contact Centre, ensuring compliance with regulatory requirements, enhancing customer experience, improving operational efficiency, and building a future-ready, data-driven and customer-centric service environment.

Key Responsibilities

1. Channel Quality Assurance

• Lead and oversee channel-wide Quality Assurance programmes, including service audits, call monitoring, process reviews and mystery shopping assessments across branches and contact centres.

• Ensure adherence to regulatory requirements, consumer protection standards, internal controls and established service standards.

• Analyse quantitative and qualitative QA results to identify recurring issues, operational gaps and service improvement opportunities.

• Present actionable insights and recommendations to senior management.

• Drive corrective actions with channel leadership to improve service reliability, compliance and customer experience.

2. Training & Capability Development

• Oversee branch and contact centre training functions, assessing frontline capabilities and identifying learning and development requirements.

• Lead the design and delivery of regulatory, product, onboarding, operational and behavioural training programmes.

• Partner with HR, Retail Banking, Digital, Compliance and Risk teams to ensure training programmes align with business priorities and regulatory requirements.

Minimum Experience

• At least 8 years of UAE banking experience in service quality, customer experience, training, performance management, MIS, analytics or Quality Assurance.

• Proven experience managing service quality and performance across branch networks and contact centre operations.