About the Role:
The Operations and Service Manager is responsible for overseeing the branch operations, ensuring effective management of sales and business acquisition, service delivery, and staff coordination. This position plays a critical role in maintaining compliance with operational policies and improving the overall performance of branch services.
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Key Responsibilities:
- Manage the dual control of the branch cash vault.
- Provide cash to tellers for daily transactions and approve transactions for remittances and other services, ensuring proper authorization for overrides.
- Maintain branch cash as per designated holding limits.
- Process and balance daily inward and outward clearing transactions.
- Reconcile errors in teller transactions and conduct regular reviews.
- Approve work process documentation and system reports for deposit sales and retail & institutional services.
- Ensure customers' transactions comply with the company's policies and procedures.
- Act on behalf of the bank within assigned limits.
- Supervise operational processes for adherence to credit and operational policies to ensure favorable audit outcomes.
- Conduct monthly surprise checks of branch vault cash and report discrepancies to Head Office authorities.
- Facilitate work process improvements and ensure full customer service efficiency.
- Interact with customers to promote the company's products such as deposits, finance, cards, and Takaful services, maintaining high service standards.
- Monitor the sales performance of Customer Relationship Officers (CROs).
- Generate new business through marketing calls and branch interactions, following an open-door policy.
- Set and evaluate sales plans for the branch and sales teams, aligned with forecasts.
- Coach and mentor sales staff to enhance productivity and promote cross-selling.
- Monitor service standards to achieve high customer satisfaction.
- Personally engage in resolving customer complaints, inquiries, and maintaining customer retention efforts.
- Gather ad-hoc customer feedback for service improvement.
- Manage service level agreements (SLAs) with internal and external customers, ensuring ongoing improvement initiatives.
- Observe and respond to customer queue times and lengths, managing service capacity effectively.
- Maintain staff morale, build strong relationships, and coach staff toward expected behaviors.
- Identify training needs for staff and ensure timely fulfillment of those needs.
Specialist Skills / Technical Knowledge:
- Knowledge of products and services offered by the company.
- Familiarity with branch operations and back-office functions.
- Thorough understanding of the company's policies and systems.
- Extensive knowledge of UAE Central Bank regulations.
- Proficient computer skills.
- Strong communication and presentation abilities in written and oral English.
Previous Experience Required:
- Understanding of retail banking products, processes, and policies.
- 4-5 years of banking experience, preferably in UAE banking or retail sales.
- Computer literacy and technological aptitude.
- Ability to manage time effectively and work independently.
- Experience as an active coach and mentor to junior staff.
