Operation and Service Manager

Role :
Operation and Service Manager (UAE National)
Location : AUH Central Region
Role

Purpose:

Handling the branch operations – Review, control & approval, Sales and business acquisition, Management of service delivery and Staff Management and Coordination.

• 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 on a monthly basis 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.
• 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.