Operations and Service Officer

What the operations and service officer job in Dubai involves

The officer covers branch operations on four fronts: review, control and approval of work, sales and business acquisition, service delivery, and staff management. The post is based at the Nad Al Sheba Branch, and it sits between the tellers, the customer service staff and the head office, which receives any exceptions found in vault checks.

Responsibilities

• Holds dual control of the branch vault, supplies cash to tellers, keeps branch cash within its holding limit and runs monthly surprise vault checks, reporting exceptions to head office
• Approves daily remittances and other transactions, including overrides above teller limits, and signs for the bank within an assigned limit
• Processes and balances daily inward and outward clearing, and reconciles errors in teller transactions
• Reviews and approves work process documents and system input reports from customer service staff, and supervises operations for compliance with ADIB credit and operational policies and for audit ratings
• Sells deposit, finance, cards and Takaful products, and brings in new business through marketing calls and open-door contact in the branch
• Sets and monitors sales plans, tracks the performance of CROs and coaches sales staff on productivity and cross-selling
• Monitors service standards, queue times and service level agreements, and handles customer retention, complaints, account closures and enquiries personally
• Coaches and counsels staff, identifies training needs, keeps morale up and carries through work process improvements

Requirements

• Knowledge of ADIB products, services, policies and systems
• Knowledge of branch operations and back-office functions
• Thorough knowledge of the regulations issued by the Central Bank of UAE
• Knowledge of retail banking products, processes and policies
• Computer skills and tech-savviness
• Written and spoken communication and presentation skills in English
• Self-starter with time-management skills, and an active coach and mentor to junior employees

Preferred qualifications

• UAE banking experience