Branch Manager – Digital Branch

Sharjah Islamic Bank; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in Dubai seeks an experienced Branch Manager to effectively manage operations, ensure compliance, and enhance customer experience through digital solutions. Candidates must have a university degree and 8-10 years of retail banking experience, with strong communication skills in Arabic and English. Leadership and knowledge of Islamic banking principles are essential. This role offers a dynamic work environment with opportunities for professional growth.

Qualifications

• 8 - 10 years of Retail Banking experience, with 4 years in retail branches.
• Strong oral and written skills in Arabic & English.
• Proficiency in computer skills is essential.

Responsibilities

• Manage and lead a bank branch in accordance with SIB policies.
• Enhance customer experience through digital tools.
• Supervise employee performance and provide guidance.

Skills

Strong interpersonal skills

Communication

Team leadership skills

Education

University Degree/ Diploma in Business studies, Finance or Banking

Tools

Digital banking technologies

Job description

Job Purpose

To effectively manage and lead a bank branch, adhering to SIB policies and guidelines, and ensuring that target achievement, business development and high customer focus are maintained as per the strategic plan set for the Branch, the Area and the Retail Banking function as a whole.

Additionally will lead the efforts to enhance the customer experience by seamlessly integrating digital tools within the branch operations.

Key Accountabilities

Development of Business

• Identifies opportunities and actively pursues it to use appropriately in developing the Business.
• Promote Branch quality services to gain maximum market share to maximize profitability.
• Enhance customer interaction through digital solutions available within the branch.
• Follow-up on Daily Reports.
• Reviews reports related to overdraft, dormant accounts, daily assets & liabilities, profit & loss accounts, suspense accounts etc.
• Reviews financial sheet from previous day’s operations and attends to unusual situations such as overdraft, facilities, etc. granted to customers and reports accordingly.

People Management

• Supervises the performance of employees in their daily operations, provides support and guidance.
staff in using digital tools and platforms to assist customers effectively.

Performance Monitoring

• Reviews internal reports, performance against established targets, comments and provides guidance and support for further action as applicable.
• Generate commitments & build a reliable team, provide guidance & support with constructive feedback.
• Track and analyze KPIs related to digital adoption and customer satisfaction.

Customer Relationships

• Targets sources of funds and approaches decision makers to attract their business to the branch.
• Develops and maintains strong professional relationships with existing customers to ensure that their business requirements and needs are being met and promote additional products and services of the bank for their consideration.
• Meets and greets customers in the branch, as time permits, with a view to strengthening relations with customers and listens to their feedback and initiates actions as appropriate.
• Develops customers interview plan at platform area and analyzes feedback to ensure all customer complaints are promptly and satisfactorily addressed.
• Elevate the customer experience by promoting the use of digital tools and educating customers on their benefits.

Branch Compliance Responsibilities

• Serving as central point of contact in AML, CTF and KYC matters.
• Keeping the Branch updated on AML, KYC and CTF developments and providing assistance to staff on AML, KYC and CTF matters.
• Reviewing account opening applications and other business proposals to ensure that AML, KYC and CTF risk are properly evaluated and addressed.
• Reviewing and supporting all requests from the Compliance Department.
• Support other stakeholders in identifying and mitigating risks associated with digital channels, and ensure compliance with regulatory requirements.

Framework, Boundaries, Decision Making Authority.

• Exercises financial responsibilities at the level established by Management for this position.
• Works according to established procedures within the policy of the bank.
• Makes own decisions for matters within the scope of the position and refers major decisions and recommendations to higher levels of supervision for further discussion, approval and handling.

Consumer Protection

Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedback, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

Qualifications, Experiences & Technical Skills

Minimum Qualifications: University Degree/ Diploma in Business studies, Finance or Banking.

Minimum Experience: 8 - 10 years of Retail Banking experience out of which 4 years in retail branches.

Language Skills: Strong on both oral and written Arabic & English.

Computer/ System / Software Skills: Computer skills essential, Proficiency in digital banking technologies.

Other Skills:

• Strong interpersonal skills and communication.
• Deep knowledge and understanding of banking rules, regulations and compliance requirements.
• Team leadership skills.
• Knowledge of banking operations and control procedures.
• Sound knowledge of Islamic Banking principles.