Operation and Service Manager

The Role of Operation and Service Manager Floater includes handling the branch operations, reviewing, controlling, approving sales and business acquisition, managing service delivery, and overseeing staff management and coordination.

Key Accountabilities

• Dual control of branch vault.
• Providing cash to tellers for daily business transactions, approving daily transactions for remittances and other products, and where applicable, approving the override of transactions exceeding specified teller limits.
• Managing branch cash as per cash holding limit.
• Processing and balancing daily inward and outward clearing transactions.
• Reconciliation and review of errors in teller transactions.
• Reviewing and approving work process documentations and system input reports, accomplished on account of deposit sales and retail & institutional services, by customer service staff.
• Ensuring all customer transactions comply with the company's policies and procedures.
• Signing on behalf of the bank within assigned limits.
• Controlling and supervising operations work processes for compliance with the company's Credit & Operational Policies & Procedures, maintaining acceptable internal and external audit ratings.
• Conducting surprise checks of branch vault cash monthly and reporting exceptions, if noted, to HO authorities.
• Facilitating and implementing work process improvements.
• Interacting with customers to sell the company's deposit, finance, cards, and Takaful products while ensuring service efficiency and adherence to best service standards.
• Monitoring the sales performance of Customer Relationship Officers (CROs).
• Generating new business via marketing calls and in-branch contacts through “Open Door Policy.”
• Setting and monitoring sales plans for the branch and sales staff as per forecast.
• Coaching all sales staff to increase sales productivity and cross-selling.
• Monitoring branch service standards for customer satisfaction and obtaining ad-hoc customer feedback.
• Ensuring service level agreements (SLA) with internal and external customers are in place, followed, and frequently calibrated for continuous improvement.
• Observing queue time and length, and taking necessary actions to manage customer traffic.
• Maintaining staff morale and relationships.
• Observing, coaching, and counseling staff toward expected behaviors.
• Identifying training development needs for staff and ensuring they are met as per schedules.

Requirements

• Knowledge of products and services offered by the company.
• Knowledge of branch operations and back office functions.
• Knowledge of the company's policies and systems.
• Thorough knowledge of all regulations issued by the Central Bank of UAE.
• Computer skills.
• Excellent communication and presentation skills, both written and oral (in English).
• 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.