Senior Officer- Quality Assurance & Business Knowledge

Job Description

The Senior Officer, Business Knowledge position is responsible for managing Sales and Distributions team employees knowledge acquisition which includes planning, coordinating, identifying, developing, and delivering training activities/programs to support employee performance, development, and customer service.Business Knowledge Officer will be responsible for monitoring and facilitating knowledge acquisition and reporting on the effectiveness of programs. in accomplishing the long-term skills developmental goals/ objectives of the sales & distribution team. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment. The results will reflect in the smoothness of our operations.Core Responsibilities:

• Create, implement, and maintain Business Knowledge calendar.
• Conduct new hire orientation.
• Identify Training gaps through constant staff interaction, review of channel performance and other support tools.
• Conduct and coordinate training classes for new hire Tellers, Customer Service Officers, Business Development Officers, Direct Sales Agent, and other positions as needed.
• Create training programs and partner with subject matter experts (internal & external) as needed.
• Partner with subject matter experts and managers to help identify training needs and develop effective and engaging training material, content, and programs.
• Instrumental Designing of training materials and developing visually engaging training content in line with agreed Sales and Distribution and FAB brand guidelines
• Continuously recommend new training approaches, techniques, and programs.
• Create training agendas and coordinate for scheduling trainings venue, invite list, F&B, Attendance management, follow ups etc. accordingly.
• Maintain training attendance and feedback report and increase overall satisfaction of trainings.
• Increase engagement and attendance.
• Build well established business partnerships with the various business units.
• Ensure that all staff, new and existing, within the department and external to, are trained on product, policy, proposition, system etc.
• Conduct Refresher Trainings
• Schedule for workshops and drop-in clinics as and when required.
• Create virtual questionnaires to test staff knowledge.
• Conduct site /floor and branch visits to increase engagement of digital journeys.
• Bringing Campaign live - Refreshers scheduled to keep campaigns live.
• Provide staff with knowledge support and guidance via emails, call, MS Teams.
• Prepare and share monthly Business Knowledge MIS.
• Other duties may be assigned.
• Adherence to policies, processes, and procedures of CBG and FAB
• Support on ADHOC of Channels requirements
• Timely completion of activities assigned.

• Bachelors degree in Business Administration, Human Resources or any related discipline, is required.
• Masters degree in Business Administration, Human Resources, Business Administration or any related discipline is preferred.
• Minimum of 2 years of experience in customer service, Banking Environment
• Excellent written, verbal, analytical and communication skills
• Proficiency in MS Office
• Focus on quality and customer service
• Must be able to effectively deal with people at all levels.
• Well organized and good at co-ordination skills.
• Should have one year experience in a retail sales/service environment
• Should be a graduate
• Should be able to speak fluent English (in addition Arabic will be an advantage).
• Should have good knowledge of First Abu Dhabi Bank retail products & policies
• Should have basic PC skills (word processing and spreadsheet)
• Graduate.
• Should have a minimum of 2 years of experience in customer service functions.
• Should be familiar with banking products offered in UAE Market.
• Should have excellent communication skills and handled customers.
• Team management capabilities.

Keyskills :
Ms Office Communication Skills Training Team Management Analytical Skills Customer Service Spreadsheets Retail Sales

About Company

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.