Job Description
Job Purpose:
To effectively manage and lead a bank branch, adhering to SIB policies and guidelines, and ensuring that target achievement, business development and high customer focus are maintained as per the strategic plan set for the Branch, the Area and the Retail Banking function as a whole.
Additionally will lead the efforts to enhance the customer experience by seamlessly integrating digital tools within the branch operations.
Key Accountabilities:
Development of Business:
- Identifies opportunities and actively pursues it to use appropriately in developing the Business.
- Promote Branch quality services to gain maximum market share to maximize profitability.
- Enhance customer interaction through digital solutions available within the branch.
Follow-up On Daily Reports:
- Reviews reports related to overdraft, dormant accounts, daily assets & liabilities, profit & loss accts., suspense accounts etc.
- Reviews financial sheet from previous day’s operations and attends to unusual situations such as overdraft, facilities, etc. granted to customers and reports accordingly.
People Management:
- Supervises the performance of employees in their daily operations, provides support and guidance.
- Train and support staff in using digital tools and platforms to assist customer effectively
Performance Monitoring:
- Reviews internal reports, performance against established targets, comments and provides guidance and support for further action as applicable.
- Generate commitments & build a reliable team, provide guidance& support with constructive feedback.
- Track and analyze KPIs related to digital adoption and customer satisfaction.
Customer Relationships:
- Targets sources of funds and approaches decision makers to attract their business to the branch.
- Develops and maintains strong professional relationships with existing customers to ensure that their business requirements and needs are being met and promote additional products and services of the bank for their consideration.
- Meets and greets customers in the branch, as time permits, with a view to strengthening relations with customers and listens to their feedback and initiates actions as appropriate.
- Develops customers interview plan at platform area and analyzes feedback to ensure all customer complaints are promptly and satisfactorily addressed.
- Elevate the customer experience by promoting the use of digital tools and educating customers on their benefits.
Branch Compliance Responsibilities:
- Serving as central point of contact in AML, CTF and KYC matters.
- Keeping the Branch updated on AML, KYC and CTF developments and providing assistance to staff on AML, KYC and CTF matters.
- Reviewing account opening applications and other business proposals to ensure that AML, KYC and CTF risk are properly evaluated and addressed.
- Reviewing and supporting all requests from the Compliance Department.
- Support other stakeholders in Identifying and mitigating risks associated with digital channels, and ensure compliance with regulatory requirements
Framework, Boundaries, Decision Making Authority.
- Exercises financial responsibilities at the level established by Management for this position.
- Works according to established procedures within the policy of the bank.
- Makes own decisions for matters within the scope of the position and refers major decisions and recommendations to higher levels of supervision for further discussion, approval and handling.
Consumer Protection:
- Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.
Qualifications, Experiences & Technical Skills:
Minimum Qualifications: University Degree/ Diploma in Business studies, Finance or Banking.Minimum Experience: 8 - 10 years of Retail Banking experience out of which 4 years in retail branches
Language Skills: Strong on both oral and written Arabic & English
Computer/ System / Software Skills: Computer skills essential, Proficiency in digital banking technologies
