Operations and Service Manager

About the role

ADIB Group is hiring an Operations and Service Manager for its Dubai Hills Mall branch. The role covers branch operations, including review, control and approval of transactions, sales and business acquisition, service delivery management, 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, and ensure customer transactions follow ADIB policies
• Act on behalf of the bank within the assigned limit and supervise operations to maintain good internal and external audit ratings
• Conduct monthly surprise checks of the vault cash and report exceptions to headquarters
• Improve work processes, monitor sales performance of CROs, set and monitor branch sales plans, and coach sales staff on cross-selling
• Generate new business through marketing calls and in-branch contact, and monitor service standards and SLAs
• Manage queues and customer flow, resolve complaints and inquiries personally, and keep staff morale high
• Train and coach staff, identify their training needs and meet them on schedule

Required profile

• Knowledge of retail banking products, processes and policies
• 4-5 years of banking experience (UAE banking experience preferred) or retail sales experience
• Self-starter with excellent time-management skills; active coach and mentor to junior employees

Required skills

• Knowledge of ADIB products, branch operations, policies and systems, and Central Bank of UAE regulations
• Computer literacy and tech-savviness
• Written and oral communication and presentation skills in English