Operations And Service Manager

ADIB - Abu Dhabi Islamic Bank; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank seeks an Operations and Service Manager for the Dubai Hills Mall Branch, Dubai. You will oversee branch operations, cash handling, and service delivery, ensuring compliance with policies and regulatory standards.

You will lead staff, drive sales of deposit, finance, cards and takaful products, monitor service levels, and implement process improvements to enhance customer experience at the branch.

Qualifications

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

Responsibilities

• Cash Vault - Dual control of branch Vault
• Providing cash to tellers for daily business transactions and approving daily transactions for remittances
• Managing branch cash and cash holding limits
• Process & balance daily inward and outward clearing transactions
• Reconciliation and review of errors in teller transactions
• Review and approve work processes documentation and system input reports
• Ensure that all customer transactions adhere to ADIB policies and procedures
• Sign on behalf of the bank as per assigned limit
• Supervise branch operations to meet internal and external audit standards
• Conduct surprise checks of Branch Vault cash and report exceptions to HO
• Facilitate work process improvements and customer service excellence
• Interact with customers for deposit, Finance, Cards & Takaful products
• Monitor sales performance of CROs and set sales plans
• Coach sales staff to increase productivity and cross selling
• Maintain service standards for customer satisfaction
• Customer retention and complaint resolution initiatives
• Monitor SLA with internal/external customers and drive improvements
• Observe queue times and manage customer flow
• Maintain staff morale and training needs

Skills

Customer service excellence

Lead and coach staff

Sales and cross selling

Communication skills (English)

Time management

Problem solving

Education

Bachelor's degree or higher in related field

Tools

ADIB branch operations systems

Financial controls

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