Job Purpose
• To position the branch as an effective sales and service outlet by providing superior customer focused service, increase the customer base and meet the branch targets. Ensure that local regulatory compliance functions are in place and monitored properly. Business risks and controls are well managed from overall governance perspective.
• Achieve high levels of customer satisfaction by defining roles and responsibilities and monitoring Branch resources in order to consistently meet the set service delivery standards.
• Set job objectives and perform timely review to measure performance and identify staff development and training needs & to ensure clarity among staff of KPI’s and job competencies required to effectively achieve business goals.
• To identify the new business opportunities within the local trade boundaries through broader market knowledge.
• Insure that 50% of the branch manager time has been set as a selling time.
• To take care of the staff motivation
• To maintain & develop the Emiratization percentage in the branch.
Key Accountabilities
• Financial
• To achieve set targets in terms of building assets, liabilities and profit target of the branch for Retail, SME (depending on the dominant composition of the business of the Branch)
• Compliance
• Ensure that local regulatory compliance functions are in place and monitored properly
• Ensure that business risks and controls are well managed
• Compliance with code of conduct.
• Complying with the policies of the Bank while performing in the role.
• Close monitoring and active follow-up with clients for recovery of overdue amounts & OD (1-30) days overdue – Pocket 1.
• Service Quality
• To provide high quality service to customers
• To achieve set targets in terms of service standards for customer transactions
• Monitoring the prompt service have been provided to the customer and any complaints will be dealt with utmost importance
• Operations
• Responsible of the Teller and all cash areas in Branch including security, shortages, etc.
• To meet transaction process standards.
• To ensure that branch gets an audit rating of at least “satisfactory”
• To implement key control standards.
Other Accountabilities
• CRM Objectives
• Create and maintain a compliance culture through maintenance of the Compliance Risk Management framework within the business.
• Coordinate and assist in regulatory and other audits, sample testing of compliance monitoring undertaken by the Compliance Representatives.
• Ensure timely completion of compliance management actions and timely submission of accurate compliance reports, including the execution of monitoring actions.
• Business Continuity Plan (BCP)
• Responsible for ensuring proper Business Continuity Plan (BCP) is in place. All laid down processes in the plan are followed in case of a disaster situation
• Housekeeping
• Tomaintain the branch premises at an acceptable level.(tidy, clean, lighting,,,,etc)
• To ensure proper branch security
• Ensure proper signage’s are in place & brochures are valid & updated.
• Sales
• To capitalize on cross-sell opportunities.
• To achieve set targets in terms of potential customer and follow-up with phone calls
• To help and organise sales promotions in co-ordination with HOCB, SME, HO Corporate.
• Human Resources
• Organize training for staff based on training gaps identified.
• Handle career planning and professional performance management.
• Ensure job rotation within the branch.
Other Accountabilities
Job Context
A general commentary of any aspects of the job that do not fit logically in the other sections e.g. current projects, operating context/environment
• Achieve the sales and volume (Target) numbers set by senior management for the branch & assign an individual target for the staff in the branch & insure that the target given has been achieved.
Education
Experience and Skills
• Leadership skills to lead and motivate a team of sales and service people
• Strong selling and inter personal skills required to convince customers and sell bank products
• Creativity in terms of meeting customer demands with existing products
• Excellent communication skills in Arabic & English (write, speak & read)
• Should have 10 years’ experience in Banking & minimum 5 years’ in a sales & service role.
• Ability to speak fluent English and Arabic
• Good knowledge of local banking regulations.