Manager - Digital Branches

Role: Manager - Digital Branches 

Location: Abu Dhabi, UAE

Role Purpose:

• Manager - Digital Branches will oversee the development and operation of our digital branch network, from location selection to branch launch aiming to increase customer adoption and maximize sales within this innovative model, this role is essential in driving customer migration from traditional to digital channels and in developing a robust service catalog. 
• Reporting directly to the Head of Digital Branches & ITMs, Digital Branches Manager will play a critical role in establishing and expanding our digital presence, driving customer engagement, and achieving sales targets.

Key Accountabilities of the role:

Strategic Planning and Growth:

• Support with the growth of digital branches and the expansion plan, ensuring each location aligns with market demand and organizational goals.
• Develop and implement strategies to migrate transactions from traditional branches to digital branches, improving penetration and optimizing customer experience.

Operational Excellence:

• Ensure efficient day-to-day operations of digital branches, maintaining high standards in service delivery, of digital branches, and security.
• Coordinate with IT and other stakeholders to achieve optimal uptime and performance for all digital branch equipment and technologies.
• Maintain branches performances records, addresses the performance gaps and define relocation plan for the underperforming branches.

Sales and Customer Engagement:

• Drive sales through digital channels, leveraging Customer Relationship Officers (CROs) to convert customer interactions into cross-selling and up-selling opportunities.
• Design and implement customer engagement strategies to increase digital branches, focusing on convenience and ease of use.
• Develop and expand the service catalog within digital branches, ensuring offerings align with customer needs and organizational goals.

Team Leadership and Development:

• Recruit, train, and manage CROs and remote tellers within digital branches, fostering a customer-centric and sales-driven culture.
• Provide continuous coaching and development opportunities to improve team performance and support career growth.

Data-Driven Performance Tracking:

• Maintain and monitor KPIs to track migration rates, transaction volume, service usage, and sales performance.
• Analyze data and customer feedback to identify trends, address issues, and adjust strategies for maximum impact.

Cross-Functional Collaboration:

• Work closely with marketing to develop campaigns promoting digital branches and drive customer awareness.
• Collaborate with IT and product development teams to introduce new services and enhance the digital experience.

Customer Service and Support:

• Ensure customer queries and issues within digital branches are addressed promptly and effectively, maintaining high satisfaction levels.
• Monitor and improve the customer journey within digital branches, from entry through transaction completion, to create a seamless experience.

Specialist Skills / Technical Knowledge Required for this role:

• Bachelor’s degree in business administration, or a related field (Master’s preferred).
• Minimum of 10 years of experience in retail banking, alternative channels, or digital banking.
• Proven track record of driving customer migration to digital channels and achieving sales targets.
• Strong understanding of ITMs, CDMs, and digital service models within banking.
• Excellent leadership skills with experience managing and motivating sales-focused teams.
• Strong analytical skills, with the ability to leverage data to make informed decisions and optimize performance.
• Exceptional communication and interpersonal skills, with the ability to work cross-functionally and drive change.