Operations and Service Manager
Abu Dhabi Islamic Bank
Total years of experience :24 years, 0 Months
1. Cash Vault - Dual control of branch Vault
2. 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
3. Managing branch cash as per cash holding limit
4. Process & balance daily inward and outward clearing transactions
5. Reconciliation and review of errors in teller transactions
6. Review and approve work processes documentations and system input reports, accomplished on account of deposit sales and retail & institutional services, by customer service staff
7. Ensure that all customers transactions as per ADIB policies and procedures
8. Sign on behalf of the bank as per the assigned limit
9. 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
10. Conduct surprise check of Branch Vault cash on a monthly basis and reports exceptions if noted, to HO authorities
11. Facilitating and implementing work process improvements
12. Interact with customers for sale of ADIB’s deposit, Finance, Cards & Takaful products by ensuring service efficiency and by adherence to best service standards
13. Monitor the sales performance of CROs
14. Generation of new business via out marketing calls and in- branch contacts through “Open door policy” in meeting customers
15. Setting and monitoring sales plans for the branch and sales staff as per forecast
16. Coaching of all sales staff to increase sales productivity and cross selling
17. Monitor branch service standards for customer satisfaction
18. Customer retention efforts with personal involvement in complaint resolution, account closures and inquiries
19. Getting ad-hoc customer feedback
20. Ensure service level agreements (SLA) with internal and external customers are in place, followed and are frequently calibrated for continuous improvement
21. Observation of queue time and length and taking action as needed to capacities serving counters and or managing customer traffic
22. Maintain staff morale and relationship
23. Observe, coach /train and counsel staff towards expected behaviors
24. Identify training developments needs for staff and ensure that these are met as per schedules
Responsible for managing day-to- day operations.
Completing all necessary audits and reports as requested on market daily closing. (Trade Logs).
Ensuring the security and compliance of operations department.
Supervise Investors conflicts or complaints.
Act as the company representative for legal / court hearings.
Act as a client advocate by monitoring client accounts and transactions
Attend board meetings, conferences on behalf of the company.
Supervising and directing all personnel within the operations department.
In charge of the Customer Services
Conduct field work in accordance with audit programs and test plans.
Conduct independent reviews and evaluations of management operations and activities including the systems of internal controls.
Inspect original documents to gather corroborating evidence.
Review and supervise the work of the team audit.
Prepare reports on findings and recommend improvements in policies, procedures and internal controls.
Provide quality assurance inputs in the reports and recommendations.
Analysis all the retail banking product credit facilities applications received from the branches, such as
•Car loan.
•House rent loan.
•Personal loan against car mortgage.
•Credit Card.
•Personal Loans.
And recommend to the head of Credit Department for approval or decline and, state the reasons incase of decline.
Ensure that all credits bear minimum risk exposure.
Before disbursement, ensure that its accordance with the Bank set
Standards procedures.
.Recommend suitable action for any potential problem to the Head of Credit Department.
Ensure the retail Credit Policies and Procedures are being adhered to and, appropriate authority approves all exceptions.
Conduct field work in accordance with audit programs and test plans.
Conduct independent reviews and evaluations of management operations and activities including the systems of internal controls.
Inspect original documents to gather corroborating evidence.
Review and supervise the work of the team audit.
Prepare reports on findings and recommend improvements in policies, procedures and internal controls.
Provide quality assurance inputs in the reports and recommendations.
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