Operations and Service Officer

About the role

ADIB Group 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, 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 branch vault 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
• Sell ADIB deposit, finance, cards and takaful products, generate new business through marketing calls and the open-door policy, and retain customers through complaint resolution and account closure handling
• Manage SLAs with internal and external customers, observe queue times and manage customer traffic, and maintain staff morale, coaching and training

Required profile

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

Required skills

• Written and oral communication and presentation skills in English
• Knowledge of ADIB policies and systems