Senior Branch Support Officer

Role : Senior Branch Support Officer
Location : Abu Dhabi

Role Purpose:

To provide outstanding support to the distribution/branch network by serving as their liaison to ADIB central office by monitoring the distribution units in order to ensure the high quality and customer experience. To provide support to all distribution sales channels, with a special focus on Branch Network.

Key Accountabilities of the role

RESPONSIBILITIES:

• Manage ADIB Branches and support other Distribution Channels in all System Issues , Administrational issues/ Requirements to facilitate their role in providing the best services to customers.

• Control & manage the new branch opening/ branch closure / branch renovation and branch relocation projects in coordination with branch planning team, project team and other stakeholders to ensure timely completion of projects.

• Managing Central Bank approval requests related to all ADIB branches via CB Portal.

• Providing outstanding evaluation & recommendation for branches requests/ inquires in regards of exceptions and special approvals from the management.

• Handle and Communicate any process enhancements, change in Policy and change in Procedure to All ADIB Branches.

• Create user system access matrix for all ADIB branch positions in coordination with ICD and BCU.

• Evaluate and Set up branches vault cash limit on annual.

• Approving the daily excess of vault cash limit for branches to make sure not to exceed the ADIB’s Insurance Blanket.

• Follow up with leasing department periodically to ensure branches Trade Licenses & Leasing Contracts renewals on timely basis.

• Participate in Ghina Draws conducted by Marketing, Product, Sharia, ICD, Fraud, and CMT.

• Evaluating and Approving the recovery of teller cash shortage incidents raised by BM/ OSM in coordination with ROM, ICD & HRD.

• Gather and reconcile all required information/documents in regard to alarm usernames, updates and prior information in case of staff internal transfers/resignation to update the alarm user records in police operations.

• Act as a focal point with all Departments to ensure the timely performing of all services requested by the branches (and vice versa).

• Managing the escalated complaints raised by Complaints Resolution Unit and defining the root causes of the complaints.

• Ensuring all operation pending cases related to branches are settled and solved in timely manners in coordination with ROMs and Operation Departments.

• Perform any other responsibility entrusted by the Retail Banking Distribution Management from time to time.

Specialist Skills / Technical Knowledge Required for this role:

• Good knowledge of ADIB’s Retail Banking products & services

• Broad knowledge of ADIB’s Retail Operational Policies & Procedures

• Fair Knowledge of UAE banking practices, regulations & risks

• Good Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities

• General awareness of competitors in the local market

• Fair knowledge of service standards

• Training skills

• Sales skills

• Management Information skills

• Computer skill