RAKBANK
Operations and Service Manager, Retail Banking Group
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 28/11/2026
Job overview
Date posted
14/10/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
28/11/2026
Job description
Deira Maktoum Branch in Dubai is the base for this Operations & Service Manager in the Retail Banking Group, a role open to UAE Nationals only. Branch cash sits at the centre of it, with joint custody of teller tills, the main vault and ATM/EDMs, and a constant eye on how cash is managed. Every transaction has to follow internal procedures and regulatory guidelines, and daily Key Control Checklists and quarterly Key Risk Indicators confirm that it does. Business Continuity Plans, escalation matrices and call trees are kept current, and the team knows what to do when disruption hits. Customer service runs alongside operations, from resolving queries to reviewing service audit reports with the team and acting on them. Cross-selling and lead conversion are tracked as part of team performance. People management is a big share of the job, covering objectives, evaluations, coaching and regular training, including counterfeit detection for cash handlers. Regulatory signage, tariffs and exchange rates must be displayed properly in the branch. A bachelor's degree is required, along with strong performance management, process adherence and the ability to influence and motivate a team.
Required skills
Key responsibilities
- Ensure all transactions comply with internal procedures and regulatory guidelines
- Manage branch cash operations and optimize cash handling
- Oversee administrative tasks with accuracy and timeliness
- Maintain Business Continuity Plans and prepare staff for disruptions
- Check that regulatory signage, tariffs and exchange rates are properly displayed
- Post the updated BCP escalation matrix, call tree and emergency contact list on the branch display board
- Act as joint custodian of teller till cash, the main vault and ATM/EDMs
- Resolve customer queries while delivering high-quality service
- Train staff on branch processes
- Promote cross-selling and monitor team performance and lead conversion
- Review service audit reports with the team and implement improvements
- Set performance objectives, conduct evaluations and identify development needs
- Coach and motivate team members
- Run regular training, including counterfeit detection for cash handlers
- Arrange proper handovers during staff leave or rotation
- Submit Key Risk Indicators quarterly
- Implement risk mitigation strategies and escalate issues as needed
- Brief the team on updated operating procedures and advisories to keep them compliant
- Complete daily Key Control Checklists
Experience & skills
- Be a UAE National
- Hold a bachelor's degree
- Apply strong performance management skills
- Demonstrate a strong customer orientation
- Show disciplined adherence to processes and SOPs
- Influence and persuade customers and colleagues
- Develop staff through coaching and training