Operation & Services Officer

ADIB Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading bank in Dubai is seeking an Operations & Service Officer responsible for managing branch operations, overseeing cash handling, and ensuring service excellence. The ideal candidate will have strong knowledge of banking products and regulations while demonstrating excellent communication skills. This role involves coaching staff, handling customer interactions, and implementing operational improvements to drive performance.

Qualifications

• Strong understanding of ADIB policies and systems.
• Familiarity with regulations from the Central Bank of UAE.

Responsibilities

• Handling branch operations and managing service delivery.
• Conducting surprise cash vault audits and ensuring compliance.
• Training and coaching staff to improve sales performance.

Skills

Knowledge of ADIB products and services

Understanding of branch operations

Strong written and oral presentation skills in English

Job description

Description

Role: Operations & Service Officer

Location: Dubai

Role Purpose:

Handling 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:

• Cash Vault - Dual control of branch vault.
• Providing cash to tellers for daily transactions, approving daily transactions for remittances and other products, and approving overrides exceeding teller limits.
• Managing branch cash within cash holding limits.
• Processing and balancing daily inward and outward clearing transactions.
• Reconciliation and review of teller transaction errors.
• Reviewing and approving work process documentation and system input reports related to deposit sales and retail & institutional services.
• Ensuring all customer transactions comply with ADIB policies and procedures.
• Signing on behalf of the bank within assigned limits.
• Controlling and supervising operational work processes for compliance with ADIB’s credit and operational policies, maintaining audit ratings.
• Conducting surprise cash vault audits monthly and reporting exceptions.
• Implementing work process improvements.
• Interacting with customers for selling ADIB deposit, finance cards, and Takaful products, ensuring service efficiency and standards.
• Monitoring sales performance of CROs.
• Generating new business through marketing calls and in-branch contacts.
• Setting and monitoring sales plans for the branch and staff.
• Coaching staff to improve sales productivity and cross-selling.
• Monitoring branch service standards and customer satisfaction.
• Resolving complaints, account closures, and customer inquiries.
• Gathering customer feedback.
• Ensuring service level agreements are in place, followed, and regularly reviewed for improvement.
• Managing queue times and customer traffic capacity.
• Maintaining staff morale and relationships.
• Training, coaching, and counseling staff on expected behaviors.
• Identifying training needs and ensuring staff development as scheduled.

Specialist Skills / Technical Knowledge Required:

• Knowledge of ADIB products and services.
• Understanding of branch operations and back-office functions.
• Knowledge of ADIB policies and systems.
• Familiarity with regulations issued by the Central Bank of UAE.
• Strong written and oral presentation skills in English.

Required Experience:

Unclear seniority level.