Operation & Services Officer

Abu Dhabi Islamic Bank; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in the Dubai Region is seeking an Operations & Service Officer to handle branch operations, coordinate service delivery, and manage staff. This role involves responsibilities such as reviewing transactions, ensuring compliance with policies, and enhancing customer service standards. The ideal candidate will possess knowledge of banking products, branch operations, and regulatory requirements. Strong communication skills in English are essential. The position offers an opportunity to contribute significantly to banking services and customer satisfaction.

Qualifications

• Knowledge of ADIB policies and systems.
• Thorough knowledge of regulations by Central Bank of UAE.

Responsibilities

• Handle branch operations including review and approval.
• Manage service delivery and coordination of staff.
• Conduct surprise checks of branch vault cash.

Skills

Knowledge of products and services

Knowledge of branch operations

Communication and presentation skills in English

Computer skills

Job description

Role: Operations & Service Officer

Location: Dubai Region

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

Specialist Skills / Technical Knowledge Required for this role:

1. Knowledge of products and services offered by ADIB
2. Knowledge of branch operations and back office functions
3. Knowledge of ADIB policies and systems
4. Thorough Knowledge of all the Regulations issued by Central Bank of UAE
5. Computer skills
6. Communication and presentation skills- both Written and Oral (In English)