Operation And Service Manager

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

Job Description:

Role : Operation and Service Manager (UAE National)

Location : AUH Central Region

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

• 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.
• 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