About the Role:

We are seeking an experienced Client Support Manager to join our Government Solutions team in Abu Dhabi's banking sector. This critical role focuses on delivering exceptional service to government clients while ensuring seamless operations and continuous process improvements. The ideal candidate will bring 3+ years of banking experience with expertise in customer service, complaint resolution, and payment systems.

Core Responsibilities:

As the Client Support Manager, you will oversee the end-to-end handling of complaints, requests, and inquiries through workflow systems and email channels. Your primary accountability includes maintaining strict adherence to KPIs and SLAs while serving as the key service touchpoint between internal teams, external clients, and IT support functions. You'll be responsible for risk mitigation, resource optimization, and identifying service enhancement opportunities.

Operational Excellence:

You will conduct root cause analysis (RCA) for all client issues, implementing corrective measures to prevent recurrence. The role requires maintaining expertise in banking CMS/CRM systems, payment platforms, and automation tools to drive operational efficiency. Your analytical skills will be crucial in generating insightful reports and implementing process improvements.

Stakeholder Management:

This position demands exceptional relationship-building skills to collaborate across departments including IT, Operations, and Product teams. You'll act as the bridge between technical teams and business units, ensuring prompt resolution of production issues while maintaining clear communication channels with government clients and internal stakeholders.

Qualifications & Skills:

The successful candidate must be a university graduate with:

3+ years' UAE banking experience in customer service/operations

Expertise in payment systems and banking workflows

Proficiency in CRM tools, automation platforms, and reporting systems

Outstanding bilingual communication (Arabic & English)

Flexibility to work extended hours when required

Performance Metrics:

Your success will be measured by:

Complaint resolution timelines and quality

SLA compliance rates

Process improvement implementations

Client satisfaction scores

Risk mitigation effectiveness

Why Join Us?

This role offers the opportunity to work with high-profile government clients in Abu Dhabi's dynamic banking sector. We provide a competitive compensation package, professional development opportunities, and the chance to contribute to meaningful service innovations in the financial sector.

Application Process:

Qualified professionals should email their CV to kezia@dicetekuae.com with "Client Support Manager" in the subject line. Applications must include specific examples of process improvements or complex complaint resolutions managed in previous roles.

Only shortlisted candidates will be contacted.

About Us

Dicetek is a global IT Solutions and Services Company established in 2006 with its corporate headquarters in Singapore. We continue to expand our global network while providing value-added cost-effective consulting services to our clients. DICETEK has operational offices in India, UAE, Singapore & USA.

As a world-class company with a regional focus, we primarily concentrate on providing Information Technology Solutions and Professional Consulting Services, across different verticals like Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate & Manufacturing.