About this role
Role : Operation and Service Manager (UAE National)
Location : AUH Central Region
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 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.
-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:
1.Knowledge of products and services offered by ADIB
2.Knowledge of branch operations and back office functions
- 3. Knowledge of ADIB policies and systems
4.Thorough Knowledge of all the Regulations issued by Central Bank of UAE
- 5. Computer skills
- 6. Communication and presentation skills- both Written and Oral (In English)
Previous experience required (if any)
- 1. Knowledge of Retail Banking products, processes, and policies
- 2. 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience
- 3. Computer literacy and tech-savviness
- 4. Self-starter with excellent time-management skills
- 5. Active coach and mentor to junior employees