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Job Description & How to Apply Below
Sales & Business Growth
- Achieve and exceed branch sales targets across all assigned products (CASA, lending, wealth, insurance, and other retail products).
- Deliver accurate and compliant product onboarding for all new customers.
- Identify and develop new business opportunities within the branch’s market area.
- Accountable for achieving branch service KPIs, including:
- Net Promoter Score (NPS)
- Right First Time (RFT) processing accuracy
- Service Request (SR) turnaround times within SLA
- Complaint resolution within SLA and in line with CPR/CBUAE guidelines
- Mystery Shopping score
- Monitor performance daily and implement corrective measures where necessary.
- Ensure service standards are embedded in all customer interactions, across in‑branch and digital touchpoints.
- Oversee resolution of all customer complaints within SLA, ensuring root cause analysis and preventive measures are in place.
- Ensure proper logging, tracking, and closure of complaints in compliance with CPR and regulatory requirements.
- Review complaint trends and proactively address recurring issues.
- Ensure all branch activities strictly comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements.
- Oversee branch operations including cash management, vault custody, safe‑deposit lockers, and security protocols.
- Maintain audit readiness and satisfactory outcomes in all internal and external reviews.
- Compliance is treated as a mandatory operational standard, not a performance target.
- Lead, coach, and develop branch staff to achieve sales and service objectives.
- Apply FAB’s performance management and consequence management processes to drive accountability and recognise high performance.
- Identify staff training needs and ensure completion of mandatory training.
- Monitor attendance, punctuality, and productivity to ensure consistent service coverage.
- Collaborate with the Area Head to deliver regional business plans and service improvement initiatives.
- Engage with internal partners (CX, Operations, Risk, Compliance, Marketing, Product) to address operational and service delivery challenges.
- Represent FAB within the local community to enhance brand presence and develop business opportunities.
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(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
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