Operations and Service Manager ADIB Banking 06:27

AimGulf; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Abu Dhabi Islamic Bank (ADIB) is seeking an Operations and Service Manager for the Dubai Hills Mall Branch. The role covers branch operations, sales driving, service delivery, and staff coordination to ensure efficient, compliant banking services.

You will supervise cash handling, teller operations, and process improvements while upholding ADIB policies and delivering exemplary customer experiences to drive growth and retention.

Qualifications

• Knowledge of Retail Banking products, processes, and policies.
• 4-5 years of UAE banking or retail sales experience.
• Excellent time-management and coaching abilities.
• Proficient in English communication.

Responsibilities

• Oversee branch operations, reviews, controls and approvals.
• Drive sales and business acquisition for the Dubai Hills Mall Branch.
• Manage service delivery and staff coordination.
• Ensure compliance with ADIB policies and procedures.
• Supervise cash vault controls and teller transactions.
• Monitor customer service standards and SLA adherence.

Skills

Retail banking knowledge

Policy & process understanding

Staff coaching

Time management

Tools

Banking systems

ADIB policies

Job description

Job Title

Operations and Service Manager

Job Location

Dubai, United Arab Emirates

Work Mode

On-site

Job Description / Role

The Operations and Service Manager is responsible for handling branch operations, including review, control, and approval processes. The role involves driving sales and business acquisition, managing service delivery, and overseeing staff coordination within the Dubai Hills Mall Branch.

Key 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

Experience Required

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

Skills Required

• 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
• Communication and presentation skills- both Written and Oral (In English)

Employment / Job Type

Full Time

Nationality

Any Nationality

About the Company

Abu Dhabi Islamic Bank, a Sharia compliant financial institution offering retail, corporate, private and digital banking. Its products cover accounts, home and vehicle finance, cards, wealth management and business services for customers in the UAE and selected international markets.

Company Industry

Banking

Department / Functional Area

ADIB

Closing Date

29 November 2026