Description
Role: Operations and Service Officer
Location: Dubai Region
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 ADIBs 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 ADIBs 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
Required Experience:
Unclear Seniority
Key Skills Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management
Employment Type : Gig
Experience: years
Vacancy: 1