Job Description
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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