Operations and Service Officer

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent banking institution in Abu Dhabi is seeking an Operation & Service Officer to manage branch operations, ensure compliance with policies, and enhance customer service. Key responsibilities include overseeing cash handling, approving transactions, and training staff to boost sales effectiveness. Applicants should possess strong knowledge of branch functions and regulatory requirements. This role provides an opportunity to impact customer satisfaction and operational efficiency significantly.

Qualifications

• Strong knowledge of branch operations and back office functions.
• Understanding ADIB policies and systems.
• Experienced in customer service standards and compliance.

Responsibilities

• Handle branch operations and approvals.
• Manage cash vault and transactions.
• Conduct audits and ensure compliance with internal policies.
• Coach staff towards achieving sales targets.

Skills

Knowledge of ADIB products and services

Branch operations understanding

Regulatory knowledge from Central Bank of UAE

Presentation skills (written and oral in English)

Job description

Description

Role: Operation & Service Officer

Location: Abu Dhabi- BR-Shahama Branch

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

• 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 ADIBs 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 ADIBs 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

• of products and services offered by ADIB
• of branch operations and back office functions
• of ADIB policies and systems
• Knowledge of all the Regulations issued by Central Bank of UAE
• skills and presentation skills- both Written and Oral (In English)

Required Experience

Unclear Seniority