Job Description

Role: Operations & Service Officer - Floater
Location: Abu Dhabi
Role Purpose:
Handling the branch operations – Review, control & approval, Sales and business acquisition, Management of service delivery and Staff Management and Coordination.

Key Accountabilities of the role

Cash Vault - Dual control of branch Vault
Providing cash to tellers for daily business transactions, approving daily transactions for remittances and other products, where applicable approving the override of transactions exceeding specified teller limits
Managing branch cash as per cash holding limit
Process & balance daily inward and outward clearing transactions
Reconciliation and review of errors in teller transactions
Review and approve work processes documentations and system input reports, accomplished on account of deposit sales and retail & institutional services, by customer service staff
Ensure that all customers transactions as per ADIB policies and procedures
Sign on behalf of the bank as per the assigned limit
Control and supervision of operations work processes for compliance with ADIB’s Credit & Operational Policies & Procedures, thus maintaining an acceptable both internal and external audit rating
Conduct surprise check of Branch Vault cash on a monthly basis and reports exceptions if noted, to HO authorities
Facilitating and implementing work process improvements
Interact with customers for sale of ADIB’s deposit, Finance, Cards & Takaful products by ensuring service efficiency and by adherence to best service standards
Monitor the sales performance of CROs
Generation of new business via out marketing calls and in- branch contacts through “Open door policy” in meeting customers
Setting and monitoring sales plans for the branch and sales staff as per forecast
Coaching of all sales staff to increase sales productivity and cross selling
Monitor branch service standards for customer satisfaction
Customer retention efforts with personal involvement in complaint resolution, account closures and inquiries
Getting ad-hoc customer feedback
Ensure service level agreements (SLA) with internal and external customers are in place, followed and are frequently calibrated for continuous improvement
Observation of queue time and length and taking action as needed to capacities serving counters and or managing customer traffic
Maintain staff morale and relationship
Observe, coach /train and counsel staff towards expected behaviors
Identify training developments needs for staff and ensure that these are met as per schedules

Specialist Skills / Technical Knowledge Required for this role:

Knowledge of products and services offered by ADIB
Knowledge of branch operations and back office functions
Knowledge of ADIB policies and systems
Thorough Knowledge of all the Regulations issued by Central Bank of UAE
Computer skills
Communication and presentation skills- both Written and Oral (In English)

Operation & Services Officer - Floater