Operation & Service Manager Floater at Abu Dhabi Islamic Bank is responsible for handling the branch operations, review, control & approval, Sales and business acquisition, Management of service delivery and Staff Management and Coordination.

Responsibilities of Operation & Service Manager

• 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.

What You’ll Do More?

• 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.

Requirements of Operation & Service Manager

• A bachelor’s degree in business administration, finance, economics, or a related field is typically preferred.
• 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience.

Skills and Knowledge Desired

• 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).
• 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.

Operation & Service Manager Floater Abu Dhabi Islamic Bank Dubai Nad Al Hamar

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