Branch Manager; Emiratization

Al Hilal Bank is looking for an experienced Branch Manager to lead digital branch operations, strengthen customer engagement and drive service excellence across our Digital Banking channels.

Key responsibilities:

• Manage daily Digital Banking branch operations and ensure efficient service delivery
• Lead, coach and develop a team of 5–10 employees
• Oversee digital customer journeys and service touchpoints
• Manage complex customer issues and ensure timely resolution
• Drive customer adoption and effective use of Digital Banking services
• Monitor service performance, customer trends and operational KPIs
• Coordinate with Technology and Operations teams on system performance, incidents and service improvements
• Work closely with Contact Centre teams to address customer concerns and recurring service issues
• Prepare performance reports and support management decision-making
• Ensure compliance with the bank’s policies, procedures, operational controls and service standards
• Identify and implement continuous improvement initiatives

Requirements:

• Minimum 6 years of experience in Digital Banking, Branch Operations, Customer Service or Banking Operations
• Bachelor’s degree in Business Administration, Banking, Finance, Information Systems or a related discipline
• Strong knowledge of digital banking platforms and service models
• Experience in customer-experience management and service-quality improvement
• Proven team leadership and people-management capabilities
• Strong analytical, communication, coordination and reporting skills