Assistant Branch Manager-UAEN Only

Emirates Islamic; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Emirates Islamic in the United Arab Emirates seeks a branch operations professional to ensure high levels of customer satisfaction through product knowledge and exceptional service. The role handles escalated queries and collaborates with departments to improve offerings based on customer feedback.

You will lead teams, drive cross-selling, ensure KYC/AML compliance, and contribute to a secure, efficient branch environment while developing strong relationships with customers and internal

Qualifications

• Bachelor’s degree in Business, Banking, Finance or related field.
• Experience in retail banking, branch operations, sales or customer service.
• Supervisory or team leadership experience preferred.
• Strong knowledge of retail banking products, KYC/AML, compliance and risk controls.
• Excellent communication and stakeholder management skills.

Responsibilities

• Support branch sales, revenue, deposits, lending targets.
• Drive cross-selling of banking products based on customer needs.
• Monitor daily branch operations for a smooth customer journey.
• Coach and guide branch staff to meet objectives.
• Handle escalated customer concerns and maintain service standards.
• Ensure compliance with KYC, AML, controls and policies.
• Watch branch risks, cash management and transaction accuracy.
• Assist Branch Manager with performance, planning and daily management.
• Act as branch lead in the Branch Manager’s absence.
• Build strong customer relationships and grow the portfolio.

Skills

Customer service

Cross-selling

People management

Stakeholder management

KYC/AML knowledge

Education

Bachelor’s degree in Business, Banking, Finance

Job description

Job Description

The job holder ensures that the customer service teams are able to achieve high customer satisfaction levels through adequate product and service offering knowledge and provides quality customer service when interacting with customers. The job holder is also responsible for handling any escalated customer queries. The job holder works with relevant departments to give feedback on product and service offerings based on analysis of customer feedback. The job holder is involved with process improvement design as well as working alongside automated and digital service channels. The job holder is results-oriented, self-motivated and determined to improve customer service standards. The job holder has strong business acumen to identify new service opportunities. They are organized and able to work independently in fast paced environments. The job holder is also able to lead teams with their pleasant disposition towards internal and external stakeholders.

Job Description

The job holder ensures that the customer service teams are able to achieve high customer satisfaction levels through adequate product and service offering knowledge and provides quality customer service when interacting with customers. The job holder is also responsible for handling any escalated customer queries. The job holder works with relevant departments to give feedback on product and service offerings based on analysis of customer feedback. The job holder is involved with process improvement design as well as working alongside automated and digital service channels. The job holder is results-oriented, self-motivated and determined to improve customer service standards. The job holder has strong business acumen to identify new service opportunities. They are organized and able to work independently in fast paced environments. The job holder is also able to lead teams with their pleasant disposition towards internal and external stakeholders.

Responsibilities

• Support achievement of branch sales, revenue, deposit, lending, and customer acquisition targets.
• Drive cross-selling of banking products and services based on customer needs.
• Monitor daily branch operations and ensure a smooth and efficient customer journey.
• Support, coach, and guide branch staff to achieve individual and team objectives.
• Handle escalated customer concerns and maintain high service standards.
• Ensure compliance with KYC, AML, operational controls, and internal banking policies.
• Monitor branch operational risks, controls, cash management, and transaction accuracy.
• Support the Branch Manager in performance monitoring, staff planning, and daily branch management.
• Act as the responsible branch lead in the Branch Manager’s absence.
• Build strong customer relationships and identify opportunities to grow the branch portfolio.

Qualifications

• Bachelor’s degree in Business, Banking, Finance, or a related field.
• Relevant experience in retail banking, branch operations, sales, or customer service.
• Previous experience in a supervisory or team leadership role is preferred.
• Strong knowledge of retail banking products, branch operations, KYC/AML, compliance, and risk controls.
• Strong sales, customer relationship, people management, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to work in a target-driven and customer-focused banking environment.