Operations and Service Manager - ADIB - Abu Dhabi Islamic Bank

Operations and Service Manager

Job Description

Role: Operations and Service Manager
Location: Ajman Al Humaidiya

Role Purpose:
Handling the branch operations, reviewing control & approval sales and business acquisition, management of service delivery, and staff management and coordination.

Key Accountabilities of the role:

RESPONSIBILITIES:

1. Cash Vault dual control of branch vault.
2. Providing cash to tellers for daily business transactions, approving daily transactions for remittances and other products where applicable, and approving the override of transactions exceeding specified teller limits.
3. Managing branch cash as per cash holding limit.
4. Process & balance daily inward and outward clearing transactions.
5. Reconciliation and review of errors in teller transactions.
6. Review and approve work processes, documentation, and system input reports accomplished on account of deposit sales and retail & institutional services by customer service staff.
7. Ensure that all customer transactions are as per ADIB policies and procedures.
8. Sign on behalf of the bank as per the signed limit.
9. Control and supervision of operations work processes for compliance with ADIB's Credit & Operational Policies & Procedures, thus maintaining an acceptable internal and external audit rating.
10. Conduct surprise checks of branch vault cash on a monthly basis and report exceptions if noted to HO authorities.
11. Facilitating and implementing work process improvements.
12. Interact with customers for the sale of ADIB's deposit finance cards & Takaful products by ensuring service efficiency and adherence to best service standards.
13. Monitor the sales performance of CROs.
14. Generation of new business via marketing calls and in-branch contacts through open-door policy in meeting customers.
15. Setting and monitoring sales plans for the branch and sales staff as per forecast.
16. Coaching of all sales staff to increase sales productivity and cross-selling.
17. Monitor branch service standards for customer satisfaction.
18. Customer retention efforts with personal involvement in complaint resolution, account closures, and inquiries.
19. Getting ad-hoc customer feedback.
20. Ensure service level agreements (SLA) with internal and external customers are in place, followed, and frequently calibrated for continuous improvement.
21. Observation of queue time and length and taking action as needed to manage serving counters and customer traffic.
22. Maintain staff morale and relationships.
23. Observe, coach, train, and counsel staff towards expected behaviors.
24. Identify training and development 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 the 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.