Operations & Service Manager ( UAE National ) - Retail Banking Group

RAKBANK · United Arab Emirates

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What You’ll Be Doing:

Operational Excellence:

Ensure all transactions comply with internal procedures and regulatory guidelines
Manage branch cash operations and optimize cash handling effectively
Oversee administrative tasks with accuracy and timeliness.
Maintain Business Continuity Plans and ensure staff are trained and prepared for disruptions.
Ensure proper display of regulatory signage, tariffs, and exchange rates in the branches.
Manage branch cash and optimize cash management to ensure operational efficiency.
Ensure updated BCP escalation matrix, Call tree, emergency contact list is displayed on Branch display board
Be the Joint Custodian of till cash for the tellers, main vault and ATM/EDMs

Customer Service:

Deliver high-quality service and resolve customer queries effectively.
Provide process training to staff
Promote cross-selling and monitor team performance and conversion of leads.
Review service audit reports and implement improvements.

People Management:

Set performance objectives, conduct evaluations, and identify development needs.
Provide coaching, guidance, and motivation to team members.
Conduct regular training, including counterfeit detection for cash handlers.
Ensure proper handover procedures during staff leave or rotation.
Ensure Service Audit Reports are discussed with the team members and suggest ways of improvement to enhance service experience

Risk & Compliance:

Submit Key Risk Indicators quarterly.
Implement risk mitigation strategies and escalate issues as needed.
Ensure adherence to Standard Operating Procedures (SOPs) and regulatory requirements.
Discuss the updates on Operating Procedures and Advisories and ensure team members are always compliant
Complete daily Key Control Checklists

What We’re Looking For?

Behavioral Competencies: Analytical Thinking, Motivational Support, Teamwork, Initiative, Staff Development
Functional Competencies: Performance Management, Customer Orientation, Persuasive Communication, Influencing Skills, Process Adherence

To oversee branch operations and customer service delivery, ensuring compliance with regulatory standards, operational efficiency, and achievement of sales and service targets in alignment with the bank’s policies and values. Act as Branch Manager when delegated. Serve as custodian for security deliverables PINs, passwords, RAKELITE Kits and No Liability Certificates Forward monthly ‘Functional Teller Allowance’ reports to HR.

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