Branch Operations & Service Leader – Dubai Hills Mall

ADIB - Abu Dhabi Islamic Bank; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank seeks an Operations and Service Manager for the Dubai Hills Mall Branch, Dubai. You will oversee branch operations, cash handling, and service delivery, ensuring compliance with policies and regulatory standards.

You will lead staff, drive sales of deposit, finance, cards and takaful products, monitor service levels, and implement process improvements to enhance customer experience at the branch.

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

• Cash Vault - Dual control of branch Vault
• Providing cash to tellers for daily business transactions and approving daily transactions for remittances
• Managing branch cash and cash holding limits
• Process & balance daily inward and outward clearing transactions
• Reconciliation and review of errors in teller transactions
• Review and approve work processes documentation and system input reports
• Ensure that all customer transactions adhere to ADIB policies and procedures
• Sign on behalf of the bank as per assigned limit
• Supervise branch operations to meet internal and external audit standards
• Conduct surprise checks of Branch Vault cash and report exceptions to HO
• Facilitate work process improvements and customer service excellence
• Interact with customers for deposit, Finance, Cards & Takaful products
• Monitor sales performance of CROs and set sales plans
• Coach sales staff to increase productivity and cross selling
• Maintain service standards for customer satisfaction
• Customer retention and complaint resolution initiatives
• Monitor SLA with internal/external customers and drive improvements
• Observe queue times and manage customer flow
• Maintain staff morale and training needs

Skills

Customer service excellence

Lead and coach staff

Sales and cross selling

Communication skills (English)

Time management

Problem solving

Education

Bachelor's degree or higher in related field

Tools

ADIB branch operations systems

Financial controls

Job description

ADIB - Abu Dhabi Islamic Bank seeks an Operations and Service Manager for the Dubai Hills Mall Branch, Dubai. You will oversee branch operations, cash handling, and service delivery, ensuring compliance with policies and regulatory standards.

You will lead staff, drive sales of deposit, finance, cards and takaful products, monitor service levels, and implement process improvements to enhance customer experience at the branch.