Operations and Service Manager

Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 279,000 - 446,000; Full time

Job summary

Abu Dhabi Islamic Bank in Dubai Hills Mall Branch, Dubai is seeking an Operations and Service Manager to oversee branch operations, sales, and service delivery. You will manage staff, ensure compliance with policies, drive cash handling, and optimize processes to improve customer service and sales performance.

The role requires strong leadership, knowledge of UAE banking regulations, and hands-on coaching of frontline staff to achieve targets and maintain service excellence.

Qualifications

• Thorough knowledge of Retail Banking products, processes and policies.
• Knowledge of branch operations and back-office functions.
• Knowledge of ADIB policies and systems.
• Regulations issued by Central Bank of UAE.

Responsibilities

• Handle branch operations – review, control & approval, sales and service delivery.
• Manage staff and service standards to ensure customer satisfaction and SLA compliance.
• Provide cash to tellers and approve high-value transactions within limits.
• Balance daily inward and outward clearing, reconcile teller transactions.
• Coach and mentor staff, monitor sales plans and achieve targets.
• Interact with customers to promote ADIB deposits, cards and other products.

Skills

Branch operations

Cash handling

Credit policies

Customer service

Sales & cross-selling

Staff coaching

Complaint resolution

Communication

Tools

Banking software

Microsoft Office

Job description

Job description

Role: Operations and Service Manager Location: Dubai Hills Mall Branch, Dubai 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)

Previous experience required (if any):

1. Knowledge of Retail Banking products, processes, and policies
2. 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience
3. Computer literacy and tech-savviness
4. Self-starter with excellent time-management skills
5. Active coach and mentor to junior employees