Operations Officer

Job description / Role

Role purpose

Training and managing offshore/onshore operations in processing of account transactions, financing payments, financing account maintenance in accordance with agreed time standards, authorities, and operational policies to a satisfaction level that will assist in achieving the overall division mission of operational excellence.

Key accountabilities of the role

• Monitor and analyse the daily, monthly, and yearly volume of services financial and non-financial process.
• Report monthly services queue to the management and ensure SLA and TAT are met.
• Analyse KPI, KRI and validate the onshore and offshore team performance.
• Analyse time and motion report monthly and take necessary decisions on staff utilization and capacity planning.
• Identify processes which can be automated and share the required business requirements with vendor/developer to bring operational benefit to the bank and its internal/external stakeholders.
• Re-engineer the existing process effectively to bring additional control, reduce the risk, and enhance the customer experience.
• Monitor and validate the rejection volume/reasons and discuss with stakeholders to reduce the RTS.
• Review and monitor different control reports regularly and take proper action wherever required (e.g., postponement, online posting, batch posting, audit trail report, etc.).
• Assessment of risk and controls for each process, raising incidents in case of any operational losses or near miss.
• Update standard operating procedures whenever there is a change in the process and renew them before the due date.
• Monitor reconciliation reports and ensure corrective actions are taken on outstanding items. Escalate any long outstanding items.
• Frequent review of quality assurance reports.
• Conduct weekly team meetings to review the process and highlight any issues.
• Maintain proper management information system (MIS) reports.
• Train offshore/onshore employees on any new or changed processes.
• Undertake training programs to improve knowledge to enhance role performance and to enhance job knowledge for trainees under the Emiratization program.
• Maintain proper time standards, good team spirit, and service standards.
• Ensure compliance with ADIB policies, procedures, guidelines, and standards including SOP review and addendum preparation if required.
• Undertake any additional assignments, clean-up projects, or projects entrusted by line management and complete them as per requirement.
• Protect ADIB information and passwords to avoid any operational loss due to lapses or lack of controls.
• Report any system issues or phishing attempts to ITD properly and on time.
• Ensure high quality process outcomes in terms of document verification and approvals.

Specialist skills and technical knowledge required for this role

• Very good knowledge of branch operations and banking operations.
• Good leadership skills and team player.
• Self-motivated.
• Able to multitask, prioritize, and work under pressure.
• Commercial effectiveness including client/customer focus and commerciality.
• Control environment including risk management.
• Business skills including delivering solutions and decision making.
• Management and leadership including people development.
• Personal and interpersonal skills including communication, influence, and collaboration abilities.
• Ensuring regulatory compliance standards are met across the departments and units.
• Strong analytical and financial analysis skills.
• Project management skills.
• Knowledge of the bank's products, services, policies, and procedures and/or other specialist knowledge required to undertake the role.