Operations And Service Manager - Retail Banking Group

TALENTMATE; Dubai; On-site; AED 216,000 - 360,000; Full time

Job summary

TALENTMATE is hiring a Mid-Level Operations Manager in Dubai, United Arab Emirates, for a banking operations role. You will oversee branch cash operations, ensure regulatory compliance, and manage administrative tasks with accuracy and timeliness.

You will maintain business continuity plans, display regulatory signage and exchange rates, and act as custodian of till cash for tellers and vaults. The role emphasizes risk & compliance, process adherence, and staff coaching.

Qualifications

• 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

Skills

Analytical Thinking

Motivational Support

Teamwork

Initiative

Staff Development

Job description

• 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

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 elevate 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

Job Details

Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Dubai Company Website: http://www.rakbank.ae Job Function: Operations Management Company Industry/ Sector: Banking

About The Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.