Operations Supervisor, Branch Banking - Dubai, Retail Banking (Emirati Talent)

United Arab Bank; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in Dubai is seeking an Operations Supervisor to ensure efficient branch operations and compliance with regulatory guidelines. The role includes overseeing daily activities, managing risks, resolving customer issues, and training staff. Candidates should possess a Bachelor’s degree in a related field and have 3-5 years of banking experience.

Qualifications

• 3-5 years’ experience in branch banking or a similar role.
• Strong understanding of banking operations.
• Effective communication skills in English and Arabic.

Responsibilities

• Oversee daily branch operations, ensuring compliance and risk management.
• Resolve escalated customer complaints and ensure service quality.
• Conduct staff training on operational procedures and compliance.

Skills

Communication Skills

Leadership

Risk Management

Problem Solving

Education

Bachelor’s Degree in Business Administration, Finance, Accounting or related field

Certification in Banking Operations, AML or risk management

Job description

Job Purpose:

The operations supervisor ensures the smooth and efficient functioning of branch operations by overseeing day to day activities, ensuring compliance with regulatory and internal policies, and maintaining service excellence. The role exists to safeguard the bank’s operational integrity, manage risks and support the branch in achieving its financial and customer service objectives. The operations supervisor acts as a key link between frontline staff and management, ensuring processes are followed, issue is resolved promptly, customers receive a seamless banking experience and maintaining compliance with CPR regulations ensuring the overall success of branch banking services.

Principal Accountabilities:

Operational Efficiency:

The Operations Supervisor ensures the smooth execution of daily branch operations by overseeing teller and back-office activities, monitoring workflow, and addressing any operational issues. This includes ensuring proper cash management, adherence to operational policies, and seamless processing of transactions to avoid delays or errors. The supervisor is responsible for ensuring adequate staffing, managing schedules, and coordinating with other departments to resolve operational challenges promptly.

Compliance and Risk Management:

This role ensures strict compliance with regulatory guidelines, internal policies, and procedures. The Operations Supervisor identifies and mitigates operational risks, including cash handling, documentation, and security risks. They are tasked with conducting periodic reviews, addressing audit findings, and implementing corrective actions to minimize risks while maintaining branch compliance with KYC, AML, and fraud prevention measures. Training staff on compliance requirements and monitoring adherence is also a core responsibility.

Compliance and Adherence to Consumer Protection Regulation and Standards:

• Ensure that CPR guidelines are being followed 100% at all times. Any breach identified is reported to Head of Consumer Protection immediately.
• Ensure all trainings related to CPR are completed. This also includes Islamic banking and Sharia training.
• Ensure adherence to the guideline for people of determination and vulnerable people.
• Ensure customer complaints are logged and resolved on timely basis.

Customer Service Excellence:

The Operations Supervisor resolves escalated customer complaints efficiently, ensuring customer satisfaction while maintaining operational and service quality standards. They oversee the frontline staff to deliver exceptional service, aligning with the bank’s commitment to a positive customer experience. The role also involves monitoring customer feedback and addressing recurring service issues through process improvements.

Cash and Asset Management:

Responsible for overseeing cash handling processes, including accurate balancing, replenishment, and adherence to security guidelines. The supervisor maintains control over branch assets, including ATMs, vaults, and other resources, ensuring they are managed efficiently and securely. They conduct regular review and ensure compliance with cash limits, safeguarding against theft or fraud.

Team Supervision and Training:

The Operations Supervisor guides and supports branch staff by providing clear instructions on operational procedures and policies. They conduct training sessions to enhance staff knowledge, ensure compliance, and improve operational performance. By fostering a collaborative and supportive environment, they ensure the team operates efficiently and cohesively to meet branch objectives.

Reporting and Documentation:

This role includes preparing and submitting accurate operational reports to the Branch Manager and management, detailing daily transactions, discrepancies, and operational performance. The supervisor ensures proper documentation of all branch records and transactions, maintaining up-to-date records in line with bank policies and audit requirements.

Process Improvement:

The Operations Supervisor identifies inefficiencies in branch operations and recommends solutions to enhance productivity and service delivery. They work closely with the Branch Manager to implement best practices, streamline workflows, and adopt innovative technologies to improve branch efficiency and customer experience.

Support to Branch Leadership:

Assist the Branch Manager in ensuring smooth day-to-day branch operations by providing operational insights and improving efficiency. Act as the point of contact for resolving operational challenges in the absence of the Branch Manager and ensure seamless communication between departments.

Fraud Prevention and Control:

Oversee the implementation of fraud prevention measures, including monitoring transactions, training staff on fraud awareness, and ensuring compliance with anti-money laundering (AML) and KYC protocols. Identify and report suspicious activities to the appropriate authorities while maintaining strict adherence to security policies.

Branch Audit Readiness:

Ensure the branch is always prepared for internal and external audits by maintaining accurate documentation, up-to-date records, and compliance with all policies and procedures. Conduct regular self-assessments to identify gaps and address them proactively, ensuring adherence to regulatory and bank standards.

Technology and System Utilization:

The Operations Supervisor promotes the adoption of digital banking solutions by encouraging customers to use digital platforms for transactions. They ensure all branch technology systems, such as ATMs and banking software, are functioning optimally. The supervisor liaises with IT teams to resolve any technical issues and advocates for adopting new technologies that improve operational efficiency and customer service.

Job Requirements (Qualification/Experience):

• A Bachelor’s Degree in Business Administration, Finance, Accounting or related field.
• Certification in Banking Operations, AML or risk management.
• 3- 5 years’ experience in branch banking or a similar role with a strong understanding of banking operations.
• Effective communication skills in English and Arabic