Job description
Role Overview
Assistant Branch Manager at First Abu Dhabi Bank. The role is based at a branch location within the UAE branch network.
Company Overview
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. FAB offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. The organization is committed to excellence and innovation in providing top-tier financial solutions to clients globally.
Role Purpose
The Assistant Branch Manager is responsible for effectively supervising the retail sales area to deliver targets, offer a high level of customer service, and create a challenging and healthy environment where staff can develop. The role manages staff to achieve cross-sell ratio while supporting overall branch performance and customer satisfaction.
Key Responsibilities
Staffing & Team Management
- Ensure adequate staffing of retail sales department and raise any concerns to Branch Manager.
- Assign tasks fairly to staff so that no work is left pending at day end.
- Monitor Customer Service Officer (CSO) daily operations and provide necessary authorizations.
Coaching & Development
- Provide coaching, mentoring and guidance to CSOs.
- Provide input on CSO performance to the Branch Manager.
- Supervise CSO performance by participating in and leading daily retail sales team meetings.
- Support CSOs by serving customers during peak times.
Sales & Customer Acquisition
- Actively sell and cross-sell asset and liability products to new and existing customers.
- Attract new customers to branch through personal relations and existing customer referrals.
- Work closely with Branch Manager to determine how to best achieve sales targets and determine the best way to allocate targets among CSO staff.
- Ensure retail sales performance meets KPI targets as per customer segments.
Customer Experience & NPS
- Ensure assigned NPS target is achieved by representing FAB values and following customer-obsessed methodology to ensure high level of customer experience at all times with zero customer complaints.
Strategy & Compliance
- Support Branch Manager in implementing retail sales change initiatives.
- Ensure that activities adhere to audit, risk, legal and policy requirements.
Qualifications & Experience
- Bachelor's degree in any discipline.
- 10 years relevant experience in the banking sector with at least 5 years in similar positions of progressively increasing managerial responsibilities in the branch network function.
Additional Information
FAB offers unique career choices, learning and development initiatives, and structured plans for recruitment and career progression. The organization has a performance-based culture with training and skill development support for all employees.