About the Role / About the Job
As the Operations and Service Manager, you will be responsible for overseeing branch operations, ensuring compliance with internal and external standards while driving sales performance and enhancing customer service delivery. You will manage the operational work processes, staff coordination, business acquisition, and overall service delivery, contributing to the growth and success of the branch.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Accountabilities of the Role
Your key responsibilities will include:
Responsibilities:
- Dual control of branch vault to manage cash securely.
- Provide cash to tellers for daily business transactions and approve daily transactions for remittances and other products, including overrides as necessary.
- Manage branch cash in compliance with cash holding limits.
- Process and balance daily inward and outward clearing transactions, ensuring accuracy.
- Reconcile and review errors in teller transactions to maintain service quality.
- Review and approve work documentation and system input reports related to account deposit sales and retail & institutional services.
- Ensure customer transactions comply with company policies and procedures.
- Sign on behalf of the bank within assigned limits.
- Control and supervise operations work processes to conform with the company’s Credit & Operational Policies, aiming for acceptable audit ratings.
- Conduct monthly surprise checks of branch vault cash and report any discrepancies to the Head Office authorities.
- Facilitate and implement work process improvements to enhance operational efficiency.
- Engage with customers to promote the company’s deposit, finance, cards, and Takaful products, ensuring service efficiency and adherence to service standards.
- Monitor the sales performance of Customer Relationship Officers (CROs).
- Generate new business through proactive marketing calls and in-branch customer interactions under an "Open Door Policy."
- Set and monitor sales plans for the branch and staff based on forecasts.
- Coach all sales staff to boost sales productivity and enhance cross-selling capabilities.
- Oversee branch service standards to ensure customer satisfaction.
- Participate in customer retention efforts, resolving complaints, account closures, and inquiries personally.
- Gather ad-hoc customer feedback for service improvements.
- Ensure service level agreements (SLA) with internal and external customers are established, adhered to, and regularly reviewed for continuous improvement.
- Monitor queue times and lengths, taking appropriate actions to manage customer traffic efficiently.
- Maintain staff morale and relationships to foster a positive work environment.
- Observe, coach, and counsel staff towards expected behaviors and performance.
- Identify training development needs for staff and facilitate necessary training as per schedule.
Specialist Skills / Technical Knowledge Required for This Role:
- Extensive knowledge of products and services offered by the company.
- Understanding of branch operations and back-office functions.
- Familiarity with company policies and systems.
- Comprehensive knowledge of all 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:
- Familiarity with retail banking products, processes, and policies.
- 4-5 years of banking experience (preferably within the UAE) or relevant retail sales experience.
- Demonstrated computer literacy and technological proficiency.
- Ability to self-manage and excellent time-management skills.
- Proven capacity to actively coach and mentor junior employees.
