Operation & Services Officer

ADIB; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

ADIB is seeking a Branch Operations Manager to oversee daily branch functions, ensure compliance with policies, and enhance customer service quality. The ideal candidate will possess in-depth knowledge of banking operations and a solid understanding of UAE regulations, alongside strong communication and coaching skills necessary to drive branch performance.

Qualifications

• Thorough knowledge of branch operations and regulatory compliance.
• Excellent English communication skills required.
• Experience in managing branch operations in the banking sector.

Responsibilities

• Manage daily branch operations, including cash handling and compliance.
• Conduct coaching and training for staff to enhance performance.
• Generate new business and monitor sales targets for customer satisfaction.

Skills

Knowledge of ADIB products and services

Branch operations understanding

UAE Central Bank regulations

Communication skills

Coaching skills

Job description

Handling branch operations – review, control & approval, sales, business acquisition, management of service delivery, staff management, and coordination.

Key accountabilities of the role

These are the main responsibilities of this role:

Responsibilities:

• Dual control of branch vault (cash vault)
• Providing cash to tellers for daily transactions, approving remittances and other products, and overriding teller limits where applicable
• Managing branch cash within prescribed limits
• Processing and balancing daily inward and outward clearing transactions
• Reconciliation and review of errors in teller transactions
• 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 processes for compliance with ADIB’s policies, maintaining audit standards
• Conducting monthly surprise checks of branch vault cash and reporting exceptions to head office
• Facilitating and implementing process improvements
• Interacting with customers to promote ADIB’s deposit, finance, cards, and Takaful products, ensuring service quality
• Monitoring sales performance of Customer Relationship Officers (CROs)
• Generating new business through marketing calls and branch contacts, adopting an open-door policy
• Setting and monitoring branch sales plans and targets
• Coaching sales staff to improve productivity and cross-selling
• Monitoring branch service standards for customer satisfaction
• Retaining customers through complaint resolution, account closures, and inquiries
• Gathering customer feedback
• Ensuring service level agreements (SLAs) are in place, followed, and regularly reviewed for improvement
• Monitoring queue times and customer traffic, taking action as needed
• Maintaining staff morale and relationships
• Observing, coaching, training, and counseling staff on expected behaviors
• Identifying staff training needs and ensuring they are met as scheduled

Skills and technical knowledge required:

• Knowledge of ADIB products and services
• Understanding of branch operations and back-office functions
• Familiarity with ADIB policies and systems
• Thorough knowledge of UAE Central Bank regulations
• Excellent written and oral communication and presentation skills in English