Operations And Service Officer

ADIB - Abu Dhabi Islamic Bank; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank is seeking an Operations and Service Officer at the Nad Al Sheba Branch in Dubai. You will oversee branch operations, controls, sales and service delivery, and staff coordination to ensure efficient customer service and compliance with policies.

The role emphasizes cash handling, process improvements, and cross-selling of deposit, finance, cards and takaful products while maintaining high service standards and SLA adherence.

Qualifications

• Knowledge of ADIB products, services and customer offerings.
• Knowledge of branch operations and back-office functions.
• Knowledge of ADIB policies and systems.
• Thorough knowledge of all UAE Central Bank regulations.
• Computer literacy and software skills.
• Strong written and oral English communication and presentation skills.

Responsibilities

• Handle cash vault control and dual control of branch vault.
• Provide cash to tellers and approve daily transactions and oversize overrides where applicable.
• Manage branch cash and cash holding limits.
• Process and balance daily inward/outward clearing transactions.
• Reconcile teller transaction errors and ensure accurate reporting.
• Review and approve work processes and system inputs for deposits and services.
• Ensure all customer transactions comply with ADIB policies and procedures.
• Sign on behalf of the bank within assigned limits.
• Supervise branch operations to meet internal/external audit standards.
• Conduct monthly surprise vault cash checks and report exceptions to HO.
• Drive process improvements and service efficiency.
• Interact with customers to promote ADIB deposits, finance, cards & takaful products.
• Monitor CROs sales performance and branch sales plans.
• Forecast and set branch sales targets; coach staff to boost productivity.
• Monitor service standards and customer satisfaction; manage complaints and inquiries.
• Implement SLA monitoring with internal/external customers and calibrate for improvements.
• Observe queue times and manage customer flow at counters.
• Maintain staff morale and relationships; coach and counsel staff on expected behaviors.
• Identify training needs and ensure delivery.

Skills

ADIB products & services

Branch operations

ADIB policies & systems

Central Bank UAE regs

Computer skills

English comms & presentation

Tools

Computer systems

Job description

Job Description:

Role: Operations and Service Officer

Location: Nad Al Sheba 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