Branch Operations and Service Manager

1 week ago

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

Role: Branch Operations and Service Manager

Location: UAE

Job Purpose:

The Branch Operations and Service Manager is responsible for handling the day-to-day operations of the branch, ensuring that all activities are conducted in accordance with ADIB's policies and procedures. This includes managing branch cash, reviewing and approving transactions, and maintaining accurate records.

Key Responsibilities:

  1. Cash Management: Dual control of branch cash vault, providing cash to tellers, approving daily transactions, and managing branch cash within established limits.
  2. Transaction Processing: Processing and balancing daily inward and outward clearing transactions, reconciling errors, and reviewing work process documentations.
  3. Customer Service: Ensuring all customer transactions comply with ADIB policies and procedures, signing on behalf of the bank as per assigned limits, and controlling and supervising operations work processes.
  4. Branch Supervision: Conducting surprise checks of branch vault cash, reporting exceptions to HO authorities, and facilitating work process improvements.
  5. Sales and Marketing: Interacting with customers to sell ADIB's deposit, finance, cards, and takaful products, generating new business through marketing calls and in-branch contacts, and setting and monitoring sales plans for the branch and sales staff.
  6. Staff Management: Coaching sales staff to increase sales productivity and cross-selling, monitoring branch service standards for customer satisfaction, and gathering ad-hoc customer feedback.
  7. SLA Management: Ensuring service level agreements with internal and external customers are in place, followed, and frequently calibrated for continuous improvement.
  8. Staff Development: Identifying training development needs for staff and ensuring that these are met as per schedules.

Specialist Skills / Technical Knowledge Required:

  1. Knowledge of ADIB products and services.
  2. Knowledge of branch operations and back-office functions.
  3. Knowledge of ADIB policies and systems.
  4. Thorough knowledge of all 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:

  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.

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