Job description
Role Overview
Branch Manager at First Abu Dhabi Bank (FAB), the largest bank in the UAE. The role is based at a branch location and leads all operations, sales, service delivery, and team development to drive business growth and exceptional customer experiences.
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, delivering top-tier financial solutions to clients globally. FAB provides a performance-based culture, learning and development initiatives, and structured career progression pathways for all employees, with particular focus on Emirati talent development.
Role Purpose
Lead branch operations to achieve sales, service, operational, and people leadership objectives. Drive business growth and exceptional customer experiences while ensuring full compliance with bank policies and regulatory requirements. Develop and manage high-performing teams to deliver retail banking excellence.
Key Responsibilities
Sales & Business Growth
- 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.
Customer Experience & Service
- Drive a customer-first culture focused on service excellence and relationship management.
- Ensure accurate and compliant onboarding of new customers.
- 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.
- Account 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.
Operations & Compliance
- Manage branch operations, including cash management, vault custody, safe deposit lockers, and security protocols.
- Ensure all branch activities comply with policies, operational risk controls, KYC, AML, and regulatory requirements.
- Maintain audit readiness and support successful internal and external audits.
People Leadership & Development
- 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.
Stakeholder Collaboration
- 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.
Qualifications & Experience
- 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.
Skills & Competencies
- 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.
- 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.