Operation and Service Officer

 Role: Operation and Service Officer 

Location: Yas Mall Branch, Abu Dhabi

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:

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 monthly 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