Operations and Service Officer

Role: Operations and Service Officer
Location: BR-Dubai Mall Branch

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 ADIB’s 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 ADIB’s 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