Operation and Services Officer

Abu Dhabi Islamic Bank PJSC

Abu Dhabi

On-site

AED 134,000 - 179,000

Full time

14 days+

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Job summary

Abu Dhabi Islamic Bank PJSC in Abu Dhabi is seeking an Operations & Service officer at BR-Al Shamkha Branch to manage branch operations, ensure service delivery, and coordinate staff. You will work closely with tellers and sales staff to optimize customer experience and branch performance.

The role covers cash handling, transaction approvals, sales support, customer service, and adherence to ADIB policies, with emphasis on efficiency, risk controls, and service quality.

Qualifications

Experience in bank branch operations and cash handling.
Familiarity with Central Bank of UAE regulations.
Strong written and spoken English.

Responsibilities

Cash Vault dual control and cash handling.
Approve daily transactions and overrides within limits.
Manage branch cash and cash holding limits.
Process and balance daily inward/outward clearing.
Reconcile teller errors and discrepancies.
Review and approve work processes and reports.
Ensure customer transactions conform to ADIB policies.
Sign on behalf of bank within assigned limit.
Supervise operations for policy compliance.
Conduct monthly vault cash checks and report exceptions.

Skills

Branch operations

Customer service

Policies & procedures

Regulatory knowledge

Communication skills

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 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
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