Branch Manager

2 weeks ago

Abu Dhabi, United Arab Emirates FAB Full time

Sales & Business Growth Achieve and exceed branch sales targets across all assigned products (CASA, lending, wealth, insurance, and other retail products). Deliver accurate and compliant product onboarding for all new customers. Identify and develop new business opportunities within the branch's market area. Service Excellence & Service KPIs Accountable for achieving branch service KPIs, including: Net Promoter Score (NPS) Right First Time (RFT) processing accuracy Service Request (SR) turnaround times within SLA Complaint resolution within SLA and in line with CPR/CBUAE guidelines Mystery Shopping score Monitor performance daily and implement corrective measures where necessary. Ensure service standards are embedded in all customer interactions, across in‐branch and digital touchpoints. Complaint & Escalation Management Oversee resolution of all customer complaints within SLA, ensuring root cause analysis and preventive measures are in place. Ensure proper logging, tracking, and closure of complaints in compliance with CPR and regulatory requirements. Review complaint trends and proactively address recurring issues. Operational Excellence & Compliance Adherence Ensure all branch activities strictly comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements. Oversee branch operations including cash management, vault custody, safe‐deposit lockers, and security protocols. Maintain audit readiness and satisfactory outcomes in all internal and external reviews. Compliance is treated as a mandatory operational standard, not a performance target. People Leadership & Performance Management Lead, coach, and develop branch staff to achieve sales and service objectives. Apply FAB's performance management and consequence management processes to drive accountability and recognise high performance. Identify staff training needs and ensure completion of mandatory training. Monitor attendance, punctuality, and productivity to ensure consistent service coverage. Stakeholder Engagement Collaborate with the Area Head to deliver regional business plans and service improvement initiatives. Engage with internal partners (CX, Operations, Risk, Compliance, Marketing, Product) to address operational and service delivery challenges. Represent FAB within the local community to enhance brand presence and develop business opportunities. #J-18808-Ljbffr

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