Operations and Service Officer

About the role

ADIB Abu Dhabi Islamic Bank is hiring an Operations and Service Officer for its Al Barsha branch in Dubai. The role covers branch operations, including review, control and approval of transactions, sales and business acquisition, management of service delivery, and staff management and coordination.

Key responsibilities

• Cash vault: dual control of the branch vault, providing cash to tellers, approving daily transactions and overrides, and managing cash within the holding limit
• Process and balance daily inward and outward clearing transactions, reconcile them and review teller transaction errors
• Review and approve work process documents and system input reports for deposit sales, retail and institutional services
• Ensure customer transactions comply with ADIB policies and procedures, and sign on behalf of the bank within the assigned limit
• Supervise operations to maintain an acceptable internal and external audit rating, and conduct monthly surprise checks of the vault cash
• Facilitate work process improvements and implement service level agreements with internal and external customers
• Sell ADIB deposit, finance, cards and takaful products, monitor sales performance and set and monitor branch sales plans
• Generate new business through marketing calls and in-branch contact, and coach sales staff to increase productivity and cross-selling
• Monitor service standards, resolve complaints and inquiries personally, and manage customer traffic and counter capacity
• Maintain staff morale, observe and coach staff, and identify and meet their training needs

Required profile

• Knowledge of ADIB products, branch operations and back-office functions, and of ADIB policies and systems
• Thorough knowledge of Central Bank of UAE regulations
• Previous experience: 4-5 years of banking experience (UAE banking preferred) or retail sales experience
• Knowledge of retail banking products, processes and policies
• Computer literacy and tech-savviness; self-starter with good time management
• Active coach and mentor to junior employees

Required skills

• Communication and presentation skills, written and oral, in English
• Knowledge of retail banking products, processes and policies