Operation and Services Officer

ADIB Group; Abu Dhabi; On-site; AED 78,000 - 123,000; Full time

Job summary

ADIB Group is seeking an Operations & Service Officer for our BR-Al Shamkha Branch in Abu Dhabi. You will manage branch operations, cash handling, sales activity, and staff coordination to ensure efficient service delivery.

Responsibilities include vault control, transaction approvals, and adherence to ADIB policies while maintaining audit readiness; you will also coach staff and drive customer satisfaction through effective service delivery.

Qualifications

• Knowledge of ADIB products and services.
• Knowledge of branch operations and back office functions.
• Knowledge of ADIB policies and systems.
• Thorough knowledge of regulations issued by Central Bank of UAE.
• Computer skills.
• Excellent written and oral English communication.

Responsibilities

• Cash Vault - dual control of branch Vault.
• Approve daily transactions including remittances.
• Manage branch cash and cash holding limits.
• Process and balance daily inward/outward clearing transactions.
• Reconcile teller transactions and review errors.
• Review work processes and system inputs for deposits and services.
• Sign on behalf of the bank within assigned limits.
• Ensure adherence to ADIB policies & procedures and maintain audit ratings.
• Conduct monthly vault cash checks and report exceptions to HO.
• Interact with customers to promote ADIB deposit, finance, cards and takaful products.
• Monitor sales plans and coach staff to increase sales productivity.
• Maintain branch service standards and customer satisfaction.

Skills

ADIB products knowledge

Branch operations

ADIB policies & systems

Central Bank regulations

Computer skills

Written & oral English communication

Job description

Role :Operations & Service officer
Location : BR-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

These are the main responsibilities of this role

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 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
• Customer retention efforts with personal involvement in complaint resolution account closures and inquiries
• 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:

• 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)

Required Experience:

Unclear Seniority