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Operation and Service Manager
4 months ago
: Operation and Service Manager Location : 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
Cash Vault - Dual control of branch VaultProviding 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 limitsManaging branch cash as per cash holding limitProcess & balance daily inward and outward clearing transactionsReconciliation and review of errors in teller transactionsReview and approve work processes documentations and system input reports, accomplished on account of deposit sales and retail & institutional services, by customer service staffEnsure that all customers transactions as per ADIB policies and proceduresSign on behalf of the bank as per the assigned limitControl and supervision of operations work processes for compliance with ADIB’s Credit & Operational Policies & Procedures, thus maintaining an acceptable both internal and external audit ratingConduct surprise check of Branch Vault cash on a monthly basis and reports exceptions if noted, to HO authoritiesFacilitating and implementing work process improvementsInteract with customers for sale of ADIB’s deposit, Finance, Cards & Takaful products by ensuring service efficiency and by adherence to best service standardsMonitor the sales performance of CROsGeneration of new business via out marketing calls and in- branch contacts through “Open door policy” in meeting customersSetting and monitoring sales plans for the branch and sales staff as per forecastCoaching of all sales staff to increase sales productivity and cross sellingMonitor branch service standards for customer satisfactionCustomer retention efforts with personal involvement in
complaint resolution, account closures and inquiriesGetting ad-hoc customer feedbackEnsure service level agreements (SLA) with internal and external customers are in place, followed and are frequently calibrated for continuous improvementObservation of queue time and length and taking action as needed to capacities serving counters and or managing customer trafficMaintain staff morale and relationshipObserve, coach /train and counsel staff towards expected behaviorsIdentify 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 ADIBKnowledge of branch operations and back office functionsKnowledge of ADIB policies and systemsThorough Knowledge of all the Regulations issued by Central Bank of UAEComputer skillsCommunication and presentation skills- both Written and Oral (In English)
Previous experience required (if any)
Knowledge of Retail Banking products, processes, and policies4-5 years of banking experience (UAE banking experience preferred) or retail sales experienceComputer literacy and tech-savvinessSelf-starter with excellent time-management skillsActive coach and mentor to junior employees
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