Operation and Service Manager ADIB Banking 06:17 new

AimGulf; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Abu Dhabi Islamic Bank (ADIB) in Abu Dhabi is seeking an Operations and Service Manager to oversee branch operations, drive sales and business acquisition, and manage service delivery within the AUH Central Region.

The role requires staff management, process control, and compliance with ADIB policies, while maintaining high service standards and customer satisfaction.

Qualifications

• Knowledge of Retail Banking products, processes, and policies.
• 4-5 years of UAE banking or retail sales experience.
• Strong computer literacy and tech-savviness.
• Self-starter with excellent time management.
• Active coach and mentor to junior employees.

Responsibilities

• Cash Vault dual control and branch vault management.
• Provide cash to tellers and approve transactions within limits.
• Manage branch cash holdings and daily inward/outward clearing.
• Reconcile teller transactions and review process documentation.
• Ensure adherence to ADIB policies and procedures in customer transactions.
• Sign on behalf of the bank within assigned limits.
• Supervise operations to meet internal/external audits.
• Interact with customers to promote ADIB products and services.
• Monitor sales plans and coach staff to improve performance.
• Maintain branch service standards and gather customer feedback.
• Ensure SLAs with customers are met and reviewed.

Skills

ADIB products

Branch operations

ADIB policies & systems

Central Bank regulations

Communication skills (English)

Job description

Job Title: Operation and Service Manager

Job Location: Abu Dhabi, United Arab Emirates

Work Mode: On-site

Date Posted: 5 November 2026

Job Reference/ID: 4844

Job Description / Role:

The Operation and Service Manager is responsible for handling branch operations, including review, control, and approval processes. The role involves driving sales and business acquisition, managing service delivery, and overseeing staff management and coordination within the AUH Central Region.

Key Responsibilities:

• 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.

Experience Required:

• Knowledge of Retail Banking products, processes, and policies
• 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience
• Computer literacy and tech-savviness
• Self-starter with excellent time-management skills
• Active coach and mentor to junior employees

Skills Required:

• 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
• Communication and presentation skills- both Written and Oral (In English)

Employment / Job Type: Full Time

Nationality: UAE National (Emiratisation)

About the Company:

Abu Dhabi Islamic Bank, a Sharia compliant financial institution offering retail, corporate, private and digital banking. Its products cover accounts, home and vehicle finance, cards, wealth management and business services for customers in the UAE and selected international markets.

Company Industry: Banking

Department / Functional Area: ADIB

Closing Date: 8 December 2026