Digital Banking Branch Lead & Customer Experience Manager

Al Hilal Bank; Abu Dhabi; On-site; AED 300,000 - 520,000; Full time

Job summary

Al Hilal Bank is seeking an experienced Branch Manager to lead digital branch operations, enhance customer engagement and drive service excellence across our Digital Banking channels in Abu Dhabi.

You will manage a team of 5–10, oversee digital customer journeys, resolve complex issues, monitor KPIs and coordinate with Technology and Operations to improve system performance and service delivery. The role requires strong leadership, analytical skills and a commitment to continuous improvement.

Qualifications

• 6+ years in Digital Banking or Branch Operations.
• Better phrasing will be trimmed

Responsibilities

• Manage daily Digital Banking branch operations and ensure efficient service delivery.
• Lead, coach and develop a team of 5–10 employees.
• Oversee digital customer journeys and service touchpoints.
• Manage complex customer issues and ensure timely resolution.
• Drive customer adoption and effective use of Digital Banking services.
• Monitor service performance, customer trends and operational KPIs.
• Coordinate with Technology and Operations teams on system performance, incidents and service improvements.
• Work closely with Contact Centre teams to address customer concerns and recurring service issues.
• Prepare performance reports and support management decision-making.
• Ensure compliance with the bank’s policies, procedures, operational controls and service standards.
• Identify and implement continuous improvement initiatives.

Skills

Digital Banking

Branch Operations

Customer Service

People Management

Analytical Skills

Communication

Coordination

Reporting

Education

Bachelor’s degree in Business Administration or related field

Job description

Al Hilal Bank is seeking an experienced Branch Manager to lead digital branch operations, enhance customer engagement and drive service excellence across our Digital Banking channels in Abu Dhabi.

You will manage a team of 5–10, oversee digital customer journeys, resolve complex issues, monitor KPIs and coordinate with Technology and Operations to improve system performance and service delivery. The role requires strong leadership, analytical skills and a commitment to continuous improvement.