First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

To monitor and manage the customer experience and service levels delivered to potential and existing tenants and landlords of FAB Properties and promote and enhance the corporate image in the marketplace. To encapsulate the data collected into a series of daily/monthly/quarterly reports focusing on Productivity, Real Estate MIS, EXCO Dashboard for Customer Touch Points and Marketing Intelligence.

Generic Accountability

Team Supervision

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organization’s values and ethics in all activities within the team in order to support the establishment of a value driven culture within the bank.

Budgeting and Financial Performance

• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting any variances to management.

Policies, Systems, Processes & Procedures

• Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural /legislative requirements, are fulfilled while delivering a quality, cost -effective service.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB and departmental requirements, policies and quality standards.

Job Specific Accountabilities

• Select, train and develop the Agents for the Contact Centre ensuring they acquire a foundation in property management and leasing to develop a pool of potential candidates for job rotation
• Responsible for the performance management of the Contact Centre and the agents to meet the defined service levels, together with the monitoring of Wait/Serve times for customers using the PM and Leasing offices in the UAE. 
• Prepare daily Employee Productivity Reports on all front desk PM Officers; the FM Coordinator and Engineering Team (resolution of service requests/complaints within TAT).
• Analyse and report the Service Levels of customer channels that capture enquiries, service requests, complaints and other feedback. Analyse the outcomes from customer feedback and complaint resolution to identify root causes together with the appropriate corrective action.
• Prepare the monthly Real Estate MIS presentation which includes the Touchpoint Analysis (Walk-in Customers, Contact Centre (telephone/emails); Digital Transformation Project Updates (e-Signature, Digital Contracts); Update on Process Improvement/Process Re-Engineering Projects (Outsourced Services -Aramex cheque collection).
• Prepare the monthly EXCO Dashboard which encompasses:   Request Management Data (all incoming requests telephone/email for enquiries, service requests and complaints); NPS Indicators (customer engagement and loyalty statistics for all FAB Locations throughout the UAE); Complaint Management Statistics (including root cause analysis, the most frequent complaints and trends (month on month analysis).
• Prepare Market Intelligence reports gathering information from Quematic, CMS and Avaya systems; share with the management team on a quarterly basis.
• Provide the briefing documents for Group Marketing and Communications (PR & Media Team) and work closely with them to prepare press releases related to FAB Properties and Mismak Real Estate projects.
• Develop all outgoing tenant communications and bulletins as per the business requirements in addition to company organizational announcements.
• Develop and organize employee engagement events (long-service awards, employee celebration, social events such as employee movie nights, discounted social outings for families).
• Undertaken marketing and CSR activities to enhance customer loyalty and retention, as well as promoting the corporate profile of FAB Properties in the marketplace. 
• Develop all marketing collaterals along with the installation of building signboards as per the business requirements
• Partner with the big vendors to ensure availing our tenants with discounts on products/outlets to maintain their loyalty.

Specific Accountability

• Undertake the responsibilities of the Management Representative to maintain the QMS for ISO 9001:2015; organizing the biannual internal audit schedules and Management Reviews. Liaise with external certification body (LRQA) to maintain certification.
• Act as Document Manager managing the creation of new documentation – policies, standard operating procedures, guidelines, checklists, templates and forms and handling the change management process to control and approve all revisions on documentation not requiring GORM/GFRI approval.
• Act as the FAB Properties’/Mismak Properties’ SPOC for Group SVM for the procurement of all Catalogue and Non-Catalogue Items to ensure approved budget is managed and controlled.

Minimum Qualification

• Bachelor’s degree in the Arts (BA) or Sciences (BS) or a related discipline.

Minimum Experience

• Minimum of eight years’ relevant experience in a PR and Marketing environment in a government or private sector institution with at least three years in similar positions of progressively increasing managerial responsibilities.