Operations & Service Manager - Retail Banking Group

Rakbank; United Arab Emirates; In loco; AED 80.000 - 100.000; Tempo pieno

Descrizione del lavoro

Rakbank is seeking a qualified branch operations professional to oversee cash handling, regulatory compliance and business continuity at UAE branches.

You will manage daily cash operations, ensure accurate administration, and train staff to handle disruptions. The role also involves maintaining signage, exchange rates and adherence to SOPs while guiding a team to deliver reliable customer service.

Competenze

• Strong analytical thinking and problem solving.
• Ability to motivate and guide team members.
• Proven ability to work effectively in a team.
• Proactive in identifying process improvements.

Mansioni

• Manage branch transactions and cash handling per procedures.
• Oversee branch cash operations and ensure accuracy in records.
• Ensure administrative tasks are completed accurately and on time.
• Maintain and test Business Continuity Plans and train staff accordingly.
• Display regulatory signage, tariffs and exchange rates in branches.
• Act as custodian of till cash for tellers, vaults, and ATMs/EDMs.

Conoscenze

Analytical thinking

Motivational support

Teamwork

Initiative

Staff development

Descrizione del lavoro

• 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