Operations Officer - Retail Finance

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

ADIB Group in Abu Dhabi is seeking an Operations Officer for Retail Finance to oversee offshore/onshore operations, process transactions and maintain service standards. You will train staff and ensure compliance with policies while driving efficiency and risk controls.

The role emphasizes monitoring performance, KPI analysis, and collaboration across teams to deliver timely, accurate processing and improved customer experience in a fast-paced banking environment.

Qualifications

• Knowledge of branch and banking operations.
• Ability to lead and motivate teams.
• Able to multitask and work under pressure.
• Strong regulatory compliance awareness.
• Excellent communication and collaboration skills.
• Experience in process improvement initiatives.

Responsibilities

• Monitor and analyze daily, monthly, and yearly service volumes.
• Prepare monthly service queue reports and ensure SLA/TAT.
• Analyze KPI/KRI and validate onshore/offshore team performance.
• Identify processes suitable for automation and coordinate with vendors.
• Re-engineer processes to improve control and customer experience.
• Maintain MIS and conduct weekly team meetings.
• Train offshore/onshore staff on new processes and changes.
• Ensure compliance with ADIB policies and standards.

Skills

Branch operations

Banking operations

Leadership

Multitasking

Regulatory compliance

Project management

Communication & collaboration

Process improvement

Analytical skills

Time management

Job description

Description

Role : Operations Officer - Retail Finance
Location : Abu Dhabi
Role Purpose:
Training and Managing offshore/Onshore Operations in processing of account transactions financing payments financing account maintenance in accordance with agreed time standards authorities and operational policies to a satisfaction level that will assist in achieving the overall division mission of operational excellence.

Key Accountabilities of the role

• Monitor and Analyse the Daily Monthly and yearly volume of services financial and non-financial process.
• Report Monthly services queue to the management and ensure SLA and TAT met.
• Analyse KPI KRI and validate the onshore and offshore team performance.
• Analyse Time and motion report monthly and take necessary decision on staff utilization and cap plan.
• Identify process which can be automated and share the required Business requirement with vendor/developer to bring operational benefit to the bank & its internal/external stakeholders.
• Re-engineer the existing process effectively to bring additional control reduce the risk.. the process and enhance the customer experience.
• Monitor and validate the Rejection volume/reasons and discuss with stakeholders to reduce to reduce the RTS.
• Review and monitor different control reports regularly and take a proper action wherever required (e.g. Postponement Online Posting Batch Posting Audit Trial Report etc.)
• Assessment of risk & controls to each process raising incidents in case of any operational loses/near miss.
• Update Standard operations procedure whenever there is change in the process and renew them before due date.
• Monitor Reconciliation Report and ensure corrective action are taken on outstanding items. Escalate any long outstanding items.
• Frequent review of QA Report
• Conduct Weekly Team meeting and review the process highlight any issues etc.
• Maintain proper MIS
• Train the offshore/onshore employees in any new/change in the process.
• Undertake training programs to improve knowledge to enhance role performance & to enhance job knowledge for trainees under the Emiratization program.
• Maintain proper time standards good team spirit and service standards.
• Ensure compliance to ADIB policies procedures guidelines and standards (including SOP review & addendum preparation (if required).
• Undertake any additional assignments clean-up / projects entrusted by the line management and complete them as per requirement.
• Protect ADIB information & password to avoid any operational loss due to lapses or lack of controls.
• Report any system issues/Phishing to ITD properly on time.
• Ensure high quality process outcome in terms of document verification and approvals.
  

Specialist Skills / Technical Knowledge Required for this role:

• Very good knowledge of Branch operations and Banking Operations.
• Good leadership skills & Team player
• Self-motivated
• Able to multitask prioritize and work under pressure
• Commercial Effectiveness Including Client /Customer Focus and Commerciality
• Control Environment Including Risk Management
• Business Skills Including Deliver Solutions and Decision Making
• Management & Leadership Including People Development
• Personal & Interpersonal Skills: Including Communication & Influence and Collaboration
• Abilities in ensuring Regulatory Compliance Standards are met across the Dept/units
• Strong analytical /financial analysis skills
• Project Management Skills
• Knowledge of the banks products services policies and procedures and/or other specialist knowledge required to undertake the role
  

Required Experience:

Unclear Seniority