Assistant Manager - Sales & Service (Emirati Talent)

DIB; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

DIB in Dubai is seeking a Branch Operations Specialist to support service quality, sales initiatives and branch efficiency. You will help implement action plans, optimize processes, and drive high performance across branches.

You will partner with internal teams to meet customer needs, train staff on new products, and ensure compliance with bank policies while delivering excellent service in a dynamic banking environment.

Qualifications

• Experience in customer service and branch operations.
• Ability to implement process improvements and control measures.
• Strong collaboration with cross-functional teams.
• Experience with MIS reporting and branch project involvement.

Responsibilities

• Assist in identifying and implementing action plans to ensure achievement of targets and business growth objectives.
• Migrate customer transactions from branches to low-cost electronic channels to reduce branch operation costs.
• Manage transition of branches into sales and service units and cultivate a sales-centric culture within branches for high performance.
• Ensure branch operations comply with bank policies, manuals, and service quality standards; minimize operational risk.
• Review daily MIS, verify cash handling and ensure accurate service delivery to customers.
• Support branch projects and new product launches per consumer banking plan; ensure policy compliance.
• Identify training needs and nominate staff for courses; train unit staff on new products and features; maintain effective team communication.

Job description

• Assist in identifying and implementing action plans to ensure the achievement of the set targets and business growth objectives.
• Migrate customer transactions from the branches to low cost electronic channels to ensure reduced cost for branch operations.
• Manage the transition of Branches into sales and service business units and create a culture of sales and service within the branch to ensure high performance

Customer Service

• Ensure high levels of customer service of all sales & service function by efficiently abiding to the process and by reducing customer waiting time and service time.
• Regularly review customer complaints, taking necessary initiatives whenever required to ensure prompt resolution and high customer satisfaction
• To regularly meet with the customers to identify their business needs and to ensure a proper cross-selling.

Service Quality & Business Operations Control

• Ensure that all the branch operations are in accordance to the established Bank’s policies, operating manuals, service quality standards and code of conduct for smooth workflow, high service quality, and low level of operational risk.
• Reviewing daily MIS reports, checking notes & denominations and ensure accurate service delivery to customers.

Internal Process

• To assist and participate in any branch projects (Service Quality Programs, Process changes, sales… etc) and support the launch of new products and services as per the consumer banking business plan.
• To ensure that all sales & service transactions are compiling to the Bank’s policies and procedures and to ensure a proper implementation of control measures.
• Follow up on various cases with all the concerned stakeholders such as customers, internal Bank’s departments in order to ensure 100% closing mandates.

Training & Development

• Assist in identifying the training and development needs of staff and nominate them on appropriate courses in order to close the skill gaps.
• Train the unit staff on new products/ product features and ensure knowledge dissemination
• Build and maintain effective communication with the team to ensure free flow of information, ideas and feedback.