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

Role Overview

Operations & Service Manager, Retail Banking Group at RAK BANK, based in the United Arab Emirates. This role is open to UAE National candidates.

Role Purpose

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.

Key Responsibilities

Operational Excellence

• Ensure all transactions comply with internal procedures and regulatory guidelines.
• Manage branch cash operations and optimize cash handling to ensure operational efficiency.
• 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 branches.
• Ensure updated BCP escalation matrix, call tree, and emergency contact list are displayed on the branch display board.
• Serve as Joint Custodian of till cash for 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.
• Discuss Service Audit Reports with team members and suggest ways of improvement to enhance service experience.

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.

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 updates on Operating Procedures and Advisories and ensure team members remain compliant.
• Complete daily Key Control Checklists.

Additional Operational Duties

• Act as Branch Manager when delegated.
• Serve as custodian for security deliverables including PINs, passwords, RAKELITE Kits, and No Liability Certificates.
• Forward monthly Functional Teller Allowance reports to HR.
• Manage transactions with customers using cash registers.
• Scan goods and ensure pricing is accurate.
• Collect payments in cash or credit.
• Issue receipts, refunds, change, or tickets.
• Redeem stamps and coupons.
• Resolve customer complaints, guide customers, 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.

Skills & Competencies

Behavioral Competencies

• Analytical Thinking
• Motivational Support
• Teamwork
• Initiative
• Staff Development

Functional Competencies

• Performance Management
• Customer Orientation
• Persuasive Communication
• Influencing Skills
• Process Adherence