Branch Operations & Service Leader

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 223,000 - 391,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi is seeking an Operations and Service Manager (UAE National) to lead branch operations, ensure service delivery excellence and drive sales through staff coaching and process improvements.

You will manage cash vaults, daily settlements, customer interactions, and adherence to Central Bank regulations, with responsibility for staff performance and SLA compliance while maintaining high customer satisfaction.

Qualifications

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

Responsibilities

• Handle branch operations: review, control & approval, sales and business acquisition, service delivery management and staff coordination.
• Cash vault duties: dual control, provide cash to tellers and approve remittance transactions within limits.
• Manage branch cash and cash holding limits; balance daily inward/outward clearings.
• Review and balance teller transactions; reconcile errors.
• Ensure adherence to ADIB policies and procedures; sign on behalf of bank within assigned limits.
• Supervise operations processes for compliance with policies and audit standards.
• Conduct monthly surprise vault cash checks and report exceptions to HO.
• Drive process improvements and cross-sell ADIB deposits, finance, cards and takaful products.
• Monitor CROs sales performance; set and monitor branch sales plans; coach staff to improve productivity.
• Maintain customer service standards, gather feedback, ensure SLA adherence, manage queue times and staff morale.

Skills

Product knowledge

Branch operations

ADIB policies

Central Bank UAE regulations

Computer skills

Communication & presentation (English)

Job description

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi is seeking an Operations and Service Manager (UAE National) to lead branch operations, ensure service delivery excellence and drive sales through staff coaching and process improvements.

You will manage cash vaults, daily settlements, customer interactions, and adherence to Central Bank regulations, with responsibility for staff performance and SLA compliance while maintaining high customer satisfaction.