Operations And Service Officer

Job Description
Role: Operations and Service Officer

Location:
Nad Al Sheba Branch, Dubai 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 These are the main responsibilities of this role

RESPONSIBILITIES:
- 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
- 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: 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