Summary
RAKBANK is hiring an Operations and Service Manager for its Retail Banking Group in Dubai. The role oversees branch transactions, cash handling, administrative processes, business continuity planning, customer service and regulatory compliance. Responsibilities also include coaching and evaluating staff, monitoring service performance, supporting cross-selling, and managing risk controls. The position is for UAE nationals.
The posting
As published on rakbank.ae. Pulled from the employer's site and shown as they wrote it.
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
Responsibilities
- 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