Operation and Service Officer at Abu Dhabi Islamic Bank
Dubai, United Arab Emirates
Job Descrption
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
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Operation and Service Officer at Abu Dhabi Islamic Bank