Operations and Service Manager

Role: Operations and Service Manager
Location: Al Barsha Branch, Dubai

Role Purpose:

Handling the branch operations – Review, control & approval, Sales and business acquisition, Management of service delivery and Staff Management and Coordination.
    
Key Accountabilities of the role      
 

These are the main responsibilities of this role 

Responsibilities:

• Cash Vault - Dual control of branch Vault 
• Providing cash to tellers for daily business transactions, approving daily transactions for remittances and other products, where applicable approving the override of transactions exceeding specified teller limits
• Managing branch cash as per cash holding limit
• Process & balance daily inward and outward clearing transactions
• Reconciliation and review of errors in teller transactions
• Review and approve work processes documentations and system input reports, accomplished on account of deposit sales and retail & institutional services, by customer service staff
• Ensure that all customers transactions as per ADIB policies and procedures
• Sign on behalf of the bank as per the assigned limit
• Control and supervision of operations work processes for compliance with ADIB’s Credit & Operational Policies & Procedures, thus maintaining an acceptable both internal and external audit rating
• Conduct surprise check of Branch Vault cash on a monthly basis and reports exceptions if noted, to HO authorities
• Facilitating and implementing work process improvements
• Interact with customers for sale of ADIB’s deposit, Finance, Cards & Takaful products by ensuring service efficiency and by adherence to best service standards
• Monitor the sales performance of CROs
• Generation of new business via out marketing calls and in- branch contacts through “Open door policy” in meeting customers
• Setting and monitoring sales plans for the branch and sales staff as per forecast
• Coaching of all sales staff to increase sales productivity and cross selling
• Monitor branch service standards for customer satisfaction
• Customer retention efforts with personal involvement in complaint resolution, account closures and inquiries
• Getting ad-hoc customer feedback
• Ensure service level agreements (SLA) with internal and external customers are in place, followed and are frequently calibrated for continuous improvement
• Observation of queue time and length and taking action as needed to capacities serving counters and or managing customer traffic
• Maintain staff morale and relationship
• Observe, coach /train and counsel staff towards expected behaviors
• Identify training developments needs for staff and ensure that these are met as per schedules
  
   

Specialist skills / technical knowledge required for this role:

1. Knowledge of products and services offered by ADIB
2. Knowledge of branch operations and back-office functions
3. Knowledge of ADIB policies and systems 
4. Thorough Knowledge of all the Regulations issued by Central Bank of UAE
5. Computer skills
6. Communication and presentation skills- both Written and Oral (In English)

Previous experience required (if any):

1. Knowledge of Retail Banking products, processes, and policies
2. 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience
3. Computer literacy and tech-savviness
4. Self-starter with excellent time-management skills
5. Active coach and mentor to junior employees