Dubai Branch Operations & Service Lead

ADIB - Abu Dhabi Islamic Bank; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank is seeking an Operations and Service Officer at the Nad Al Sheba Branch in Dubai. You will oversee branch operations, controls, sales and service delivery, and staff coordination to ensure efficient customer service and compliance with policies.

The role emphasizes cash handling, process improvements, and cross-selling of deposit, finance, cards and takaful products while maintaining high service standards and SLA adherence.

Qualifications

• Knowledge of ADIB products, services and customer offerings.
• Knowledge of branch operations and back-office functions.
• Knowledge of ADIB policies and systems.
• Thorough knowledge of all UAE Central Bank regulations.
• Computer literacy and software skills.
• Strong written and oral English communication and presentation skills.

Responsibilities

• Handle cash vault control and dual control of branch vault.
• Provide cash to tellers and approve daily transactions and oversize overrides where applicable.
• Manage branch cash and cash holding limits.
• Process and balance daily inward/outward clearing transactions.
• Reconcile teller transaction errors and ensure accurate reporting.
• Review and approve work processes and system inputs for deposits and services.
• Ensure all customer transactions comply with ADIB policies and procedures.
• Sign on behalf of the bank within assigned limits.
• Supervise branch operations to meet internal/external audit standards.
• Conduct monthly surprise vault cash checks and report exceptions to HO.
• Drive process improvements and service efficiency.
• Interact with customers to promote ADIB deposits, finance, cards & takaful products.
• Monitor CROs sales performance and branch sales plans.
• Forecast and set branch sales targets; coach staff to boost productivity.
• Monitor service standards and customer satisfaction; manage complaints and inquiries.
• Implement SLA monitoring with internal/external customers and calibrate for improvements.
• Observe queue times and manage customer flow at counters.
• Maintain staff morale and relationships; coach and counsel staff on expected behaviors.
• Identify training needs and ensure delivery.

Skills

ADIB products & services

Branch operations

ADIB policies & systems

Central Bank UAE regs

Computer skills

English comms & presentation

Tools

Computer systems

Job description

ADIB - Abu Dhabi Islamic Bank is seeking an Operations and Service Officer at the Nad Al Sheba Branch in Dubai. You will oversee branch operations, controls, sales and service delivery, and staff coordination to ensure efficient customer service and compliance with policies.

The role emphasizes cash handling, process improvements, and cross-selling of deposit, finance, cards and takaful products while maintaining high service standards and SLA adherence.