What Jobs are available for Service Manager in the United Arab Emirates?

Careers for a Changing World of Islamic Banking. Customer Service Manager

Posted On 12 Sep, 2025

Type Permanent

Job Category Retail Banking - Branches

Job Purpose:

The Customer Service Manager will be primarily responsible for providing high-quality support to walk-in customers, assisting them with the use of digital channels (including MFK and the mobile app), monitoring the queuing system, and ensuring that all customers are attended promptly and efficiently.

KEY ACCOUNTABILITIES:

Customer Service:

• Provide high-level customer service and ensure a smooth and efficient customer experience.
• Attend to and resolve issues and complaints that arise with customers. Refers to higher supervision in cases required.
• Liaises with Head Office on behalf of customers to ensure follow up and timely processing of their complaints, problems, etc.
• Promote and encourage the use of digital banking solutions available within the branch to enhance service efficiency.
• Identify and address bottlenecks that may affect customer wait times, implementing solutions to improve service flow.
• Monitor and report any technical issues or malfunctions related to ATMs or Multi-Function Kiosks (MFKs) within the branch.
• Ensure all customers are attended to in a timely and satisfactory manner, maintaining service quality standards

Consumer Protection:

Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedback, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices

Adhere to all bank's policies and procedures.

Qualifications, Experiences & Technical Skills:

• Minimum Experience: 1-2 years experience in the same function
• Language Skills: Arabic & English (Proficient)
• Computers/ Systems / Software Skills: Good command of MS Office

Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.

The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.

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• Job Title: Customer Service Manager
• Job Ref: CS-MGR-
• Opening: 1
• Career Level: Manager / Mid–Senior Level
• Location: Dubai – UAE
• Hybrid (Onsite and Remote) / Flexible Location: Option available for senior, highly skilled, and experienced applicants.
• Education: Bachelor’s degree in Business Administration, Management, or related field.
• Experience: 5–8 Years in customer service, with at least 2 years in a supervisory or managerial role.
• Industry Focus: Weighing Equipment, Lifting & Material Handling, Mechatronics, and Industrial Automation.

Introduction

We are seeking a Customer Service Manager to lead our customer support division, ensuring exceptional service delivery, efficient complaint resolution, and a seamless customer experience. This role requires a strong leader who can build, manage, and improve customer service operations in line with company standards and industry best practices.

Responsibilities

• Lead and manage the customer service team to deliver professional, efficient, and high-quality support.
• Develop and implement policies, procedures, and service standards.
• Oversee inbound and outbound customer interactions across phone, email, and digital channels.
• Resolve escalated issues and maintain strong customer relationships.
• Monitor customer feedback, satisfaction, and response times to ensure service excellence.
• Collaborate with sales, technical, and operations teams to ensure smooth customer experiences.
• Recruit, train, and coach customer service staff.
• Prepare regular reports on customer service performance and recommend improvements.
• Implement technology and CRM tools to optimize support processes.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• 5–8 years of experience in customer service, with at least 2 years in a leadership/managerial role.
• Strong leadership and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience with CRM systems and customer support tools.
• Familiarity with industrial products, weighing systems, or automation is a plus.

What We Offer

• Salary: Competitive package tailored to attract the best.
• Working Days: Monday to Friday, with a 2-day weekend.
• Benefits: Employment visa, annual paid leave, insurance, transportation, and more.
• Location: Positions available in Dubai.
• Remote: Working remotely can be an option for some positions and senior staff.

How to Apply

• Complete the Online Application Form : For a preferred method of submission, click the ‘Apply for this job’ button below to fill out and submit the official online application form.

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Abu Dhabi, United Arab Emirates | Posted on 08/19/2025

CyberGate Defense, an IHC company, is a leading force in cybersecurity innovation, dedicated to enhancing the digital resilience of organizations across the region. Established with the mission to fortify the region’s cybersecurity landscape, CyberGate harnesses extensive expertise to tackle complex information security and operational challenges.

Our commitment to driving progress is reflected in our broad range of cybersecurity services and solutions. By leveraging cutting-edge, disruptive technologies, we deliver transformative, human-centric security solutions that safeguard organizations and empower them to navigate a secure and dynamic digital future.

With a wealth of in-house knowledge, CyberGate Defense is well-equipped to address the most intricate cybersecurity issues. We strive to make digital transformation secure, accessible, and beneficial, ensuring that organizations throughout the region thrive in an increasingly interconnected digital world.

Job Description

We are seeking an experienced and dynamic Service Delivery Manager with over 8 years of experience in leading and managing the end-to-end delivery of services to clients. This role requires a strategic thinker with a proven track record of managing customer relationships, overseeing service operations, and driving continuous improvement in service delivery processes. The ideal candidate will have excellent leadership, communication, and problem-solving skills, as well as the ability to manage complex service delivery environments and teams.

Key Responsibilities:

• Service Delivery Management:
  • Oversee the delivery of services to clients, ensuring the delivery meets agreed Service Level Agreements (SLAs) and customer expectations.
    
  • Manage the entire service lifecycle, from service design to implementation, ensuring alignment with customer needs and business goals.
    
  • Ensure that service delivery is aligned with the company’s operational capabilities and strategic objectives.
    
• Customer Relationship Management:
  • Build and maintain strong, long-term relationships with key clients and stakeholders, acting as the primary point of contact for escalations and service-related issues.
    
  • Regularly engage with clients to understand their business needs, challenges, and opportunities, offering proactive solutions.
    
  • Lead customer reviews, service improvement plans, and satisfaction surveys to ensure client needs are met and continuously improve service delivery.
    
• Team Leadership and Development:
  • Lead, mentor, and develop cross-functional teams responsible for service delivery, ensuring high levels of performance and accountability.
    
  • Foster a culture of collaboration and continuous improvement within the team, promoting best practices and knowledge sharing.
    
  • Provide training and coaching to team members to enhance their skills and capabilities.
    
• Performance Monitoring and Reporting:
  • Track, analyze, and report on service delivery performance metrics, identifying areas for improvement and implementing corrective actions as needed.
    
  • Use key performance indicators (KPIs) and other metrics to measure service success, operational efficiency, and customer satisfaction.
    
  • Prepare regular service reports for senior management, including progress on service delivery, incidents, and improvement initiatives.
    
• Process Improvement:
  • Identify and implement continuous improvement initiatives within service delivery operations, optimizing workflows and increasing operational efficiency.
    
  • Work closely with internal teams (e.g., operations, IT, support, and development) to streamline processes and improve service delivery standards.
    
  • Manage and lead problem-solving initiatives for escalated service issues, ensuring root cause analysis and resolution.
    
• Budget and Resource Management:
  • Develop and manage service delivery budgets, ensuring the appropriate allocation of resources to meet customer and business needs.
    
  • Monitor service delivery costs and identify opportunities for cost optimization without compromising quality.
    
  • Ensure effective resource planning and capacity management to meet the demand for services.
    
• Risk and Issue Management:
  • Identify potential service delivery risks and implement risk mitigation strategies to minimize service disruptions.
    
  • Manage and resolve complex service delivery issues, coordinating with internal teams and customers as necessary.
    
  • Ensure that all service delivery activities comply with legal, regulatory, and industry standards.
    
• Strategic Input:
  • Contribute to the development of the service delivery strategy, helping to shape the future direction of service offerings.
    
  • Stay updated on industry trends and innovations, recommending new service delivery solutions or tools that can enhance customer satisfaction.
    

Key Skills and Qualifications:

• Experience: 8+ years in service delivery, operations, or related roles with a strong focus on managing client-facing services.
  
• Leadership: Proven experience in leading and managing high-performance teams.
  
• Client Management: Strong ability to build and maintain long-term client relationships with a focus on customer satisfaction.
  
• Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and internal teams.
  
• Problem Solving: Strong analytical and problem-solving skills, with the ability to address complex service delivery challenges.
  
• Process Management: Deep understanding of service delivery processes, methodologies (ITIL, Agile, etc.), and service improvement frameworks.
  
• Technical Proficiency: Familiarity with service management tools, reporting software, and industry-specific technologies.
  
• Education: A bachelor’s degree in Business, IT, Engineering, or a related field (or equivalent work experience). Relevant certifications (e.g., ITIL, PMP) are a plus.
  
• Ability to work under pressure and manage multiple tasks simultaneously.
  
• A customer-first mindset with a focus on driving business results and improving service outcomes.
  
• Experience in managing large-scale service delivery projects and complex client engagements.
  

Work Environment: This role will require a mix of office-based and remote work depending on the organization's structure, with occasional travel for client meetings or onsite support as required

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Job Description:

• Manage the Customer Services team, ensuring the team deliver high quality customer service to all stakeholders
• As a people manager provide regular performance management, feedback and coaching; ensuring all team members have clear individual development plans
• Advocate all Dentsply Sirona values in behaviours and communication
• Manage and coordinate all customer and distributor enquiries
• Manage the processing of quotation and orders
• Manage key elements of the shipping process
• Manage the associated administration ensuring our internal systems are maintained
• Track the delivery of shipments to distributors after despatch of goods, regardless of terms
• Prepare and enter orders and quotations promptly and efficiently using tools and resources to their best advantage.
• Prepare and file customer order reports as necessary.
• Liaise with forwarding agents in the preparation of shipping documents and despatch details, paying attention to detail and ensuring cost effectiveness
• Manage order request dates in line with service reporting requirements and in order to maximise inventory levels across the business.
• Working and regularly communicating with internal stakeholders on key matters i.e. shipping details, release instructions (Factory, Warehouse, Finance), business critical reporting

Requirements:

Qualifications and Experience

• Previous Customer Service
• Previous experience of managing a diverse team
• Experience of providing Trade Marketing support experience is advantageous
• Microsoft office and ERP systems (experience of Microsoft Dynamics AX and Tally is advantageous)
• Expert knowledge of Microsoft Excel
• Experience with International Trade Finance and International Distribution and Shipping
• Experience with Letter of Credits and associated requirement of documentation etc.
• Administrative experience, specifically with proven record of data entry.
• Experience in Customer Services within a supply chain environment is desirable
• Excellent standard of English is required

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We are looking for an organized and proactive Operations Management Coordinator to manage daily office operations, support the COO, and coordinate cross-department tasks.

Responsibilities:

1. Manage the COO’s calendar, meetings, travel, and records.
2. Prepare and distribute reports, presentations, and documents with departments.
3. Organize and maintain files for correspondence, project documents, and financials.
4. Act as the primary point of contact for external stakeholders (consultants, contractors, vendors, authorities).
5. Track and organize project documents (tenders, contracts, schedules, etc.) to ensure they are up-to-date and accessible.
6. Handle confidential information with discretion.

Qualifications:

1. 3+ years of experience in Document Control, Executive Assistant, or Coordinator roles in construction.
2. Proficient in Microsoft Office Suite and construction management software.
3. Strong organizational, time-management, and communication skills.
4. Detail-oriented, proactive, and able to work independently.

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Global Trade Solutions Service Manager (UAE National Role)
Brand: HSBC
Area of Interest: Commercial Banking
Location:
Dubai, AE, -
Work style: Hybrid Worker
Date: 24 Oct 2025
Global Trade Solutions Service Manager (UAE National Role) -10190
Some careers shine brighter than others
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.
HSBC Corporate and Institutional Banking (CIB) is an emerging markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.
HSBC Global Trade Solutions (GTS) is one of the largest trade services organisations in the world, offering a comprehensive range of forward-thinking supply chain and traditional trade solutions for CIB clients. It has been repeatedly recognised by the industry's most prominent publications and associations in numerous awards for its strength in combining innovation and service excellence with end-to-end client solutions.
We are currently seeking an ambitious person to be part of HSBC within the Global Trade Solutions (GTS) as an Implementation Manager.
In this role, you will:
+ + Provide oversight, direction and delivery of the key strategic initiatives and programmes that will influence delivery of solutions to our customers.
+ Oversee the deployment of the GTS Operations TOM and provide regional oversight for operations performed by GSC India and Cairo.
+ Support the timely and value-add provision of ongoing support to clients.
+ Support a compliance culture across GTS Operations, overseeing the completion of all required checks to protect the bank from financial crime and suspicious activity.
+ Work in combination with other functions to achieve end-to-end client fulfilment, and support delivery of "straight through processing" programmes.
+ Protect the integrity of operations by adhering to all operational procedures, FIMs and GOPs. Implement recommendations and best practices following audit findings. Manage service quality controls.
+ Develop and maintain strong working relationships with internal and external stakeholders.
+ Act as a champion across Regional GTS Operations to ensure that key objectives are prioritized appropriately.
+ Establish metrics and ensure effective tracking of HSBC's competitor offerings, operating models, and performance in comparison to HSBC.
+ Ensure positive client experiences through support, trade advice and best practices in relation to GTS transactions.
+ Ensure that MENAT GTS Services is responsive to the requirements and expectations of the Global Businesses
+ Provide oversight across the processes, infrastructure and resources migrated to offshore GSCs and support identification and implementing or improvements and collaborating with colleagues to maximise end to end integration, effectiveness, and efficiency.
+ Maintain a robust and efficient control environment across GSCs to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise.
+ Support the development, implementation and maintenance of a Global / Region management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
To be successful in the role, you should meet the following requirements:
+ + Basic knowledge and experience in trade products, operations, Trade Cycle, and customer service is highly preferred
+ Ability to handle multiple tasks independently.
+ A good team player who possesses good interpersonal and communication skills.
+ Strong organizing and time management skills.
+ Excellent written and oral communication skills.
+ Strong analytical, organizational and problem-solving skills.
+ Detail conscious and strong ability to adapt.
+ Self-motivated with initiatives to take on new and additional responsibilities.
+ Graduation degree is a must - to secure a Work Permit
For further details and application information please visit our careers site, searching under reference number10190.
You'll achieve more at HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hong Kong and Shanghai Banking Corporation Limited.

Responsibilities

• Manpower planning and team engagement and retention
• Ensure the customer journey is managed efficiently and ownership with built in KPI tangible for performance monitoring.
• Ensure transparency in all customer transactions
• Resolve customer complaints and ensure high customer retention
• Ensure workflow levels are adequate to achieve targets (prospecting, follow ups, business to customer (B2C) and business to business (B2B)
• Drive Value Added Services sales products through the service advisors

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Service Delivery Head and Project Manager

We are looking for a competitive and trustworthy Service Delivery Head and Project Manager to handle all the pre-sales, team management, and project management activities.

Job Responsibilities:

• Manage the Software Development services for new and support projects.
• Study the new tenders (RFP, RFQ, RFI, …etc) and prepare the required technical and commercial proposals for submissions.
• Perform the required pre-sales demos and activities.
• Identifying customer requirements, needs and issues by maintaining an excellent relationship with end-users andstakeholders.
• Leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.
• Monitoring and managing products development process, software development process,presales activities, and support functions for delivered projects.
• Cooperating with the Sales & Marketing teams to identify the target client’s segment and build the marketing and sales plans.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• Collaborating with technical design teams to set standards for software, hardware, and security.
• Responsible for all the project phases (Initiation, Planning, Execution, Monitoring and Control & Closure).
• Manage Software Development Projects (Scope, Schedule, Cost, Quality, Resource, Communications, Risk, Procurement & Stakeholders).

Job Requirements:

• Should have development experience with at least 10 years’ experience, as Project Manager, Program Manager, Service Delivery Head, or any relevant role.
• Should have experience in UAE.
• English and Arabic speaking (preferred).
• Thorough understanding of marketing and negotiating techniques.
• Self-motivated with a results-driven approach.
• Good knowledge with project management tools like MS Project, Jira, …etc.
• Aptitude in delivering attractive presentations.

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Description
The Senior Change Manager (SCM) serves as an orchestrator and coordinator of transformation across the entire delivery network. They support large-scale projects impacting DSPs. This individual contributor doesn't just manage change-they architect it. From the moment a Project Owner (PO) submits a request until well after implementation, the SCM ensures every transition is smooth, purposeful, and impactful. They do so by using their expertise and judgment to distill diverse inputs from large stakeholder groups. SCMs determine the right outcomes, inform decisions, and suggest long-term solutions. This work is both tactical and strategic and requires them to handle complex (often significantly complex) problems and escalations.
Their scope spans the entire delivery ecosystem-from Amazon Logistics (AMZL) and Amazon XL (AMXL) to Same Day (SD), Sub Same Day (SSD), and eventually A-Now and A-Rush operations. With this comprehensive view, SCMs act as guardians of both Delivery Service Partners (DSP) and Delivery Associate (DA) experiences, carefully balancing innovation with operational stability.
This role is underpinned by its preventive approach. Working closely with many stakeholders and operational CMs to identify potential roadblocks before they materialize. They're problem-preventers, and when challenges arise, they collaborate with POs to develop robust mitigation strategies, sometimes making the tough call to red-light a project if necessary.
Beyond just managing change-they're custodians and advocates of Amazon's Day 1 culture, enabling us to innovate at speed and scale whilst ensuring we take the DSPs with us and that pace is sustainable.
Key job responsibilities
- Complexity: The SCM is required to navigate and coordinate all conflicting priorities to ensure smooth deployment and communication. They understand the interdependencies of the business problems they help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements, program support, etc.) and they prioritize through data-driven contributions. They are able to make a case for project priorities and/or appropriate program adoption to achieve a desired business outcome, resolve a deficiency, or unblock delivery.
- Scope and Influence: The SCM develops working backwards plans for projects to support POs and ensure all viewpoints are sought, considered, and incorporated into project development prior to deployment. They possess relevant understanding and experience in operational processes and workflow, and they provide technical/operational guidance to the teams, managers, and field personnel on their projects. They facilitate projects that feed into director and VP goals.
- Ambiguity: The SCM proactively identifies risks and brings them to the attention of the team and stakeholders with plans for mitigation before they become roadblocks. These efforts require them to collaborate with and influence multiple teams, e.g., legal, finance, and pricing, in and/or across organizations at the AMET level.
- Communication: The SCM communicates ideas effectively, verbally and in writing, to a wide range of audiences. They foster a constructive dialogue, harmonize discordant views, provide tailored recommendations, and lead the resolution of contentious issues (build consensus). They partner successfully with project and program managers, WW stakeholders, DSPs, and business partner teams.
Basic Qualifications
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree
Preferred Qualifications
- 3+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.