Operation and Service Manager

ADIB Group; Abu Dhabi; On-site; AED 150,000 - 230,000; Full time

Job summary

ADIB is seeking an Operations and Service Manager for the Al Shamkha Branch to oversee daily branch operations, control cash vault processes, review approvals, and ensure service delivery aligns with bank policies. You will lead staff, coordinate with tellers, and drive customer service standards.

The role requires strong supervisory skills, knowledge of retail banking products, compliance with UAE regulations, and the ability to coach sales staff to meet targets while maintaining risk controls.

Qualifications

• Knowledge of retail banking products, processes and policies.
• Knowledge of UAE Central Bank regulations.
• Computer literacy and tech-savviness.
• Time-management and mentoring skills.

Responsibilities

• Oversee branch operations and back-office functions.
• Manage cash handling, vault controls and teller supervision.
• Approve daily transactions and remittances within limits.
• Drive sales through CROs and in-branch activities; manage customer flows.

Skills

Branch operations

Staff management

Sales and business development

Customer service

Communication and presentation

Job description

Description

Role : Operation and Service Manager

Location : Al Shamkha Branch

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 ADIBs 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 ADIBs 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:

• of products and services offered by ADIB
• of branch operations and back office functions
• 3. Knowledge of ADIB policies and systems
• 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

Required Experience:

Manager