Operation and Service Officer

3 days ago


Abu Dhabi, United Arab Emirates ADIB - Abu Dhabi Islamic Bank Full time

Operation and Service Officer

**Role: Operation and Service Officer**

**Location: Yas Mall Branch**, **Abu Dhabi**

**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 monthly 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

Job ID 300002178310168



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