Operations and Service Officer

About the Role
The Operations and Service Officer is responsible for managing the operations of the branch, overseeing sales and business acquisition, ensuring delivery of services, and coordinating staff activities. This role is crucial in maintaining compliance with bank policies, enhancing customer satisfaction, and fostering a positive work environment.

Key Accountabilities
These are the main responsibilities of this role:

Responsibilities:

• Manage dual control of the branch cash vault.
• Provide cash to tellers for daily transactions and approve remittances, including transactions exceeding specified teller limits.
• Track and manage branch cash to comply with cash holding limits.
• 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 provided by customer service staff.
• Ensure all customer transactions adhere to bank policies and procedures.
• Sign on behalf of the bank according to assigned limits.
• Supervise operations processes to ensure compliance with Credit and Operational Policies, maintaining acceptable audit ratings.
• Conduct surprise checks of Branch Vault cash monthly and report any exceptions to Head Office authorities.
• Facilitate and implement work process improvements.
• Engage with customers to promote and sell the bank's deposit, finance, cards, and Takaful products, ensuring high service efficiency and standards.
• Monitor sales performance of Customer Relationship Officers (CROs).
• Generate new business through marketing calls and in-branch customer interactions using an open-door policy.
• Set and monitor sales plans for the branch and sales staff based on forecasts.
• Coach sales staff to enhance productivity and encourage cross-selling.
• Monitor branch service standards to ensure customer satisfaction.
• Personally handle customer retention efforts, including complaint resolutions, account closures, and inquiries.
• Gather ad-hoc customer feedback to improve services.
• Ensure service level agreements (SLAs) with internal and external customers are established, adhered to, and calibrated for continuous improvement.
• Observe queue times and lengths; take necessary actions to manage serving capacities and customer traffic effectively.
• Foster staff morale and maintain positive relationships within the team.
• Observe, coach, train, and counsel staff towards expected behaviors and professional growth.
• Identify staff development needs and ensure they are met according to scheduled plans.

Specialist Skills / Technical Knowledge Required

1. Knowledge of products and services offered by the bank.
2. Understanding of branch operations and back-office functions.
3. Familiarity with bank policies and systems.
4. Extensive knowledge of regulations issued by the Central Bank of UAE.
5. Proficiency in computer skills.
6. Strong communication and presentation skills, both written and oral (in English).

Previous Experience Required

1. Knowledge of retail banking products, processes, and policies.
2. 4-5 years of banking experience (preferably in UAE banking) or retail sales experience.
3. Computer literacy and tech-savviness crucial for operations.
4. Ability to manage time effectively and work independently.
5. Capacity to actively coach and mentor junior employees.