Operations and Service Manager

Role: Operations and Service Manager Location: Al Barsha Branch, Dubai 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 These are the main responsibilities of this role Responsibilities: • 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 ADIB’s 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 ADIB’s 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: • Knowledge of products and services offered by ADIB • Knowledge of branch operations and back-office functions • Knowledge of ADIB policies and systems • Thorough Knowledge of all the Regulations issued by Central Bank of UAE • Computer skills • Communication and presentation skills- both Written and Oral (In English) Previous experience required (if any): • Knowledge of Retail Banking products, processes, and policies • 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience • Computer literacy and tech-savviness • Self-starter with excellent time-management skills • Active coach and mentor to junior employees

4-5 years of banking experience (UAE banking experience preferred) or retail sales experience; Knowledge of Retail Banking products, processes, and policies; Computer literacy and tech-savviness; Self-starter with excellent time-management skills; Active coach and mentor to junior employees; Previous experience in branch operations and back-office functions; Thorough Knowledge of all the Regulations issued by Central Bank of UAE; Knowledge of ADIB policies and systems; Knowledge of products and services offered by ADIB; Communication and presentation skills- both Written and Oral (In English).

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 ADIB’s 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 ADIB’s 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.