Operations & Service Manager ( UAE National ) - Retail Banking Group
RAKBANK · United Arab Emirates · onsite
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
- Manage transactions with customers using cash registers
- Scan goods and ensure pricing is accurate
- Collect payments whether in cash or credit
- Issue receipts, refunds, change or tickets
- Redeem stamps and coupons
- Cross-sell products and introduce new ones
- Resolve customer complaints, guide them and provide relevant information
- Greet customers when entering or leaving the store
- Maintain clean and tidy checkout areas
- Track transactions on balance sheets and report any discrepancies
- Bag, box or gift-wrap packages