Operations & Service Manager - Retail Banking Group

Rakbank; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

National Bank of Ras Al Khaimah is seeking an Operations & Service Manager for the Retail Banking Group in Dubai. The person will oversee branch operations, ensure high-quality customer service, and manage risks and regulatory compliance on site.

The role requires a Bachelor’s Degree and strong leadership, analytical, and coaching abilities to drive performance and staff development within a retail banking environment.

Qualifications

• Bachelor’s degree required.
• Strong analytical and leadership skills.
• Experience in retail banking operations and risk/compliance.

Responsibilities

• Ensure transactions comply with procedures and regulations.
• Manage branch cash operations and optimize cash handling.
• Oversee administrative tasks with accuracy and timeliness.
• Maintain Business Continuity Plans and staff training.
• Display regulatory signage, tariffs, and exchange rates clearly.
• Coaching, performance reviews, and staff development.
• Promote cross-selling and monitor team performance.

Skills

Analytical Thinking

Motivational Support

Teamwork

Initiative

Staff Development

Performance Management

Customer Orientation

Process Adherence

Education

Bachelor’s Degree

Job description

Job Title: Operations & Service Manager – Retail Banking Group

Job Location: Dubai, United Arab Emirates

Work Mode: On-site

Date Posted: 8 October 2026

Job Reference/ID: 848

Job Description / Role:

The Operations & Service Manager for the Retail Banking Group is responsible for ensuring operational excellence, maintaining high standards of customer service, managing branch operations, and overseeing risk and compliance within the branch environment.

Key Responsibilities:

• 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
• Be the Joint Custodian of till cash for the tellers, main vault and ATM/EDMs
• 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
• Set performance objectives, conduct evaluations, and identify development needs
• Provide coaching, guidance, and motivation to team members
• 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
• Implement risk mitigation strategies and escape 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

Education Qualifications: Bachelor’s Degree

Skills Required:

• Analytical Thinking
• Motivational Support
• Teamwork
• Initiative
• Staff Development
• Performance Management
• Customer Orientation
• Process Adherence

Employment / Job Type: Full Time

Nationality: UAE National (Emiratisation)

About the Company:

The National Bank of Ras Al Khaimah, a UAE bank offering personal, business, corporate and Islamic banking. Its services include accounts, cards, loans, insurance and digital banking, delivered through branches and mobile channels.

Company Industry: Banking Jobs

Department / Functional Area: Retail Banking Group

Closing Date: Not mentioned (apply as soon as possible)