Operations and Service Manager

ADIB Group; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading banking institution in UAE is seeking an Operations and Service Manager to oversee branch operations at the Nad Al Hamar Branch in Dubai. The successful candidate will handle cash management, staff supervision, and ensure compliance with banking policies. Candidates should have 4-5 years of experience in banking or retail sales, excellent communication skills, and the ability to enhance customer satisfaction. This role offers the chance to work in a dynamic environment with a focus on service efficiency.

Qualifications

• 4-5 years of banking or retail sales experience, preferably in the UAE.
• Computer literacy and tech-savviness.
• Ability to manage and coach staff effectively.

Responsibilities

• Manage branch operations and staff coordination.
• Ensure compliance with policies and procedures.
• Monitor sales performance and customer satisfaction.

Skills

Knowledge of ADIB products and services

Excellent communication skills in English

Knowledge of branch operations

Knowledge of UAE Central Bank regulations

Coaching and mentoring staff

Job description

Description

Role: Operations and Service Manager

Location: Dubai - Nad Al Hamar Branch

Role Purpose: Handling branch operations, review control & approval, sales and business acquisition, management of service delivery, 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 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.
• Reconciling and reviewing errors in teller transactions.
• Reviewing and approving work process documentation and system input reports related to deposit sales, retail, and 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 checks monthly and reporting exceptions.
• Facilitating and implementing 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 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 for customer satisfaction.
• Retaining customers through complaint resolution, account closures, and inquiries.
• Gathering customer feedback.
• Ensuring SLAs with internal and external customers are in place and continuously improved.
• Monitoring queue times and managing customer traffic.
• Maintaining staff morale and relationships.
• Coaching, training, and counseling staff on expected behaviors.
• Identifying and meeting staff training needs.

Specialist Skills / Technical Knowledge Required:

• Knowledge of ADIB products and services.
• Knowledge of branch operations and back-office functions.
• Knowledge of ADIB policies and systems.
• Thorough knowledge of UAE Central Bank regulations.
• Computer skills.
• Excellent communication and presentation skills in English.

Previous Experience:

• Knowledge of retail banking products, processes, and policies.
• 4-5 years of banking or retail sales experience (UAE experience preferred).
• Computer literacy and tech-savviness.
• Self-starter with excellent time management.
• Active coaching and mentoring of junior staff.

Required Experience:

Manager