Branch Manager

Job Purpose:

The Branch Manager is responsible for driving branch performance by achieving sales and service targets, delivering exceptional customer service, ensuring regulatory compliance, identifying business growth opportunities, and leading, developing, and motivating staff while supporting the Bank's Emiratisation objectives.

Key Accountabilities

Financial

• Achieve branch targets for assets, liabilities, revenue, and profitability across Retail and SME banking segments, in line with the branch business mix.
• Drive sales growth through new customer acquisition, relationship management, and cross-selling opportunities.

Compliance & Risk Management

• Ensure compliance with all applicable regulatory requirements, internal policies, and the Bank's Code of Conduct.
• Maintain effective risk management and internal control frameworks within the branch.
• Monitor and follow up on overdue accounts and ensure timely recovery actions.
• Support and coordinate regulatory reviews, audits, and compliance monitoring activities.

Customer Service

• Deliver exceptional customer service and ensure adherence to established service standards.
• Monitor customer interactions and promptly address customer complaints and service issues.
• Maintain high levels of customer satisfaction and operational excellence.

Operations

• Oversee all branch operations, including teller services, cash management, security, and control procedures.
• Ensure adherence to transaction processing standards and operational controls.
• Maintain a satisfactory audit rating and implement all required control measures.
• Ensure effective Business Continuity Plan (BCP) implementation and readiness.

Duties and Responsibilities:

• Promote a strong compliance culture within the branch and ensure adherence to the Bank's Compliance Risk Management Framework, regulatory requirements, and internal policies.
• Support compliance monitoring activities, audits, and timely closure of compliance-related actions and reporting requirements.
• Ensure the effective implementation and maintenance of the Branch Business Continuity Plan (BCP) and readiness for any disruption scenarios.
• Maintain branch premises, security standards, signage, and customer communication materials to ensure a professional banking environment.
• Drive business growth by identifying sales opportunities, maximizing cross-selling activities, and supporting branch sales campaigns and customer acquisition initiatives.
• Lead, develop, and motivate branch employees through performance management, training, career development, and job rotation programs.
• Foster a high-performance culture while ensuring staff engagement, succession planning, and alignment with the Bank's Emiratisation objectives

Qualifications:

• Graduate degree from a recognized university.

Experience:

• Minimum 10 years of banking experience, including 5 years in a sales and service role.
• Strong leadership and team management skills.
• Excellent sales, communication, and interpersonal skills.
• Customer-focused with strong problem-solving abilities.
• Good knowledge of local banking regulations.