Operations And Service Manager - Retail Banking Group

Rakbank; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

RAKBANK in Dubai is recruiting an Branch Operations Leader to oversee cash handling, branch processes, and service delivery at the counter, ensuring accuracy and regulatory compliance.

You will lead a team, drive staff training, implement risk controls, monitor performance, and promote cross-selling while ensuring business continuity and timely reporting. This role requires proactive problem solving, adherence to SOPs, and a strong focus on customer satisfaction.

Qualifications

• Analytical thinking and initiative required.
• Strong team leadership and staff development.
• Excellent customer service and communication skills.
• Compliance with SOPs and regulatory guidelines.

Responsibilities

• Handle customer transactions at cash registers.
• Scan items and ensure pricing accuracy.
• Process payments and issue receipts.
• Cross-sell products and expand ranges.
• Resolve customer complaints and assist customers.
• Maintain clean checkout areas and monitor balance sheets.

Skills

Cash handling

Regulatory compliance

Customer service

People management

Training staff

Risk awareness

Job description

Job Description:

What You’ll Be Doing:

Operational Excellence:

• Ensure all transactions comply with internal procedures and regulatory guidelines

• Manage branch cash operations and optimize cash handling effectively

• Oversee administrative tasks with accuracy and timeliness.

• Maintain Business Continuity Plans and ensure staff are trained and prepared for disruptions.

• Ensure proper display of regulatory signage, tariffs, and exchange rates in the branches.

• Manage branch cash and optimize cash management to ensure operational efficiency.

• Ensure updated BCP escalation matrix, Call tree, emergency contact list is displayed on Branch display board

• Be the Joint Custodian of till cash for the tellers, main vault and ATM/EDMs

Customer Service:

• Deliver high-quality service and resolve customer queries effectively.

• Provide process training to staff

• Promote cross-selling and monitor team performance and conversion of leads.

• Review service audit reports and implement improvements.

People Management:

• Set performance objectives, conduct evaluations, and identify development needs.

• Provide coaching, guidance, and motivation to team members.

• Conduct regular training, including counterfeit detection for cash handlers.

• Ensure proper handover procedures during staff leave or rotation.

• Ensure Service Audit Reports are discussed with the team members and suggest ways of improvement to enhance service experience

Risk & Compliance:

• Submit Key Risk Indicators quarterly.

• Implement risk mitigation strategies and escalation issues as needed.

• Ensure adherence to Standard Operating Procedures (SOPs) and regulatory requirements.

• Discuss the updates on Operating Procedures and Advisories and ensure team members are always compliant

• Complete daily Key Control Checklists

What We’re Looking For?

• Behavioral Competencies:Analytical Thinking, Motivational Support, Teamwork, Initiative, Staff Development

• Functional Competencies: Performance Management, Customer Orientation, Persuasive Communication, Influencing Skills, Process Adherence

Responsibilities

• Manage transactions with customers using cash registers
• Scan goods and ensure pricing is accurate
• Collect payments whether in cash or credit
• Issue receipts, refunds, change or tickets
• Redeem stamps and coupons
• Cross-sell products and introduce new ones
• Resolve customer complaints, guide them and provide relevant information
• Greet customers when entering or leaving the store
• Maintain clean and tidy checkout areas
• Track transactions on balance sheets and report any discrepancies
• Bag, box or gift-wrap packages

Requirements: