About the Role
The Operation and Service Manager oversees branch operations, focusing on cash management, sales acquisition, and service delivery management. The role involves ensuring compliance with bank policies, enhancing service standards, and training staff to foster a productive work environment.
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Key Accountabilities
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Cash Vault Management
- Maintain dual control of the branch vault.
- Provide cash to tellers for daily transactions and approve remittances exceeding specified limits.
- Manage branch cash within the cash holding limit.
- Process and balance daily inward and outward clearing transactions.
- Reconcile and review errors in teller transactions.
- Review and approve work process documentation and system input reports related to deposit sales and services.
- Ensure customer transactions adhere to the company policies and procedures.
- Sign on behalf of the bank within assigned limits.
- Control operations processes to comply with the company’s Credit & Operational Policies, maintaining internal and external audit ratings.
- Conduct monthly surprise checks of the branch vault cash and report exceptions to Head Office authorities.
- Facilitate work process improvements.
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Sales and Service Enhancement
- Interact with customers to promote the company’s deposit, finance, cards, and Takaful products while ensuring service efficiency.
- Monitor sales performance of Customer Relationship Officers (CROs).
- Generate new business through marketing calls and branch interactions based on an open-door policy.
- Set and monitor sales plans for the branch and staff in alignment with forecasts.
- Coach sales staff to improve productivity and cross-selling.
- Monitor branch service standards to ensure high customer satisfaction.
- Gather ad-hoc customer feedback.
- Ensure service level agreements (SLAs) with customers are established, followed, and regularly evaluated for improvement.
- Observe queue lengths and wait times, taking action to optimize service efficiency.
- Maintain staff morale and relationships within the branch.
- Coach, train, and counsel staff to meet expected performance behaviors.
- Identify and fulfill the training needs of staff according to scheduled development plans.
Specialist Skills / Technical Knowledge Required
- Knowledge of products and services offered by the company
- Understanding of branch operations and back-office functions
- Familiarity with the company policies and systems
- Thorough knowledge of regulations issued by the Central Bank of UAE
- Proficient computer skills
- Strong communication and presentation skills, both written and oral (in English)
Previous Experience Required
- Experience with retail banking products, processes, and policies
- 4-5 years of banking experience (preferably in the UAE) or relevant retail sales experience
- Computer literacy and tech-savvy abilities
- Self-starter with excellent time-management skills
- Active coach and mentor for junior employees
