Operations and Service Manager
2 weeks ago
Operations and Service Manager **Role**:Operations and Service Manager **Location**: Ajman - Al Humaidiya **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**: - 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 300002253241560 This job has been sourced from an external job board.
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