Branch Manager
We are seeking an experienced and results-driven Branch Manager to lead branch operations, drive business growth, deliver exceptional customer experiences, and develop high-performing teams. The role is responsible for achieving sales, service, operational, and people leadership objectives while ensuring compliance with bank policies and regulatory requirements.
Key Responsibilities
- Lead and manage the branch to achieve sales, service, operational, and people leadership objectives.
- Achieve and exceed branch sales targets across retail banking products, including CASA, lending, wealth, insurance, and other retail products.
- Identify and develop new business opportunities within the branch’s market area.
- Ensure accurate and compliant onboarding of new customers.
- Drive a customer-first culture focused on service excellence and relationship management.
- Accountable for branch service KPIs, including Net Promoter Score (NPS), Right First Time (RFT), Service Request turnaround times, complaint resolution within SLA, and Mystery Shopping scores.
- Monitor branch performance and implement corrective actions to improve service delivery and customer satisfaction.
- Oversee customer complaint management, ensuring timely resolution, root cause analysis, and compliance with regulatory requirements.
- Ensure all branch activities comply with policies, operational risk controls, KYC, AML, and regulatory requirements.
- Manage branch operations, including cash management, vault custody, safe deposit lockers, and security protocols.
- Maintain audit readiness and support successful internal and external audits.
- Lead, coach, and develop branch employees to achieve sales and service objectives.
- Drive accountability through performance management and employee development initiatives.
- Identify training needs and ensure completion of mandatory learning requirements.
- Monitor attendance, productivity, and workforce performance to ensure consistent service standards.
- Collaborate with internal stakeholders across Operations, Risk, Compliance, Customer Experience, Marketing, Product, and Digital Banking teams.
- Support regional business plans and service improvement initiatives.
- Represent the bank within the local community to strengthen brand presence and business opportunities.
Requirements / Qualifications
- Bachelor’s degree in Banking, Business Administration, Finance, or a related field.
- Minimum 10 years of experience within the banking industry.
- At least 5 years of experience in Branch Management or a similar leadership role.
- Proven track record in delivering sales targets, customer service excellence, and operational compliance.
- Strong leadership, people management, and stakeholder engagement skills.
- Sound knowledge of retail banking operations, regulatory requirements, KYC, and AML frameworks.
- Excellent communication, problem-solving, and decision-making abilities.
Preferred / Beneficial
- Experience leading large frontline banking teams.
- Strong understanding of customer experience management and service quality frameworks.
- Demonstrated ability to drive business growth while maintaining high operational standards.
- Experience managing branch performance in a fast-paced retail banking environment.
About Us
About Us:
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB:
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization
Career Development:
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our Values:
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.
