Operation And Services Officer

Job description / Role

Role purpose

Handling the branch operations - review, control and 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:

• 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 and 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 and institutional services, by customer service staff
• Ensure that all customers transactions are 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 and operational policies and procedures, thus maintaining an acceptable both internal and external audit rating
• Conduct surprise check of branch vault cash on a monthly basis and report exceptions if noted, to head office authorities
• Facilitating and implementing work process improvements
• Interact with customers for sale of ADIB's deposit, finance, cards and takaful products by ensuring service efficiency and by adherence to best service standards
• Monitor the sales performance of customer relationship officers (CROs)
• Generation of new business via outbound 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 capacity serving counters and/or managing customer traffic
• Maintain staff morale and relationship
• Observe, coach, train and counsel staff towards expected behaviors
• Identify training development 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)