SUMMARY OF ROLE:
The Assistant Branch Manager supports the Branch Manager in overseeing the daily operations, customer service, and business development of the branch. This role is responsible for managing staff, assisting with sales initiatives, and ensuring that branch operations run smoothly and efficiently. The Assistant Branch Manager serves as the Branch Manager's deputy, stepping in to lead the branch in their absence, and ensures the branch adheres to compliance standards and meets performance targets.
KEY RESPONSIBILITIES:
Responsibilities
1. Operational Support:
Assist the Branch Manager in managing all branch activities, ensuring smooth day-to-day operations, including cash management, transaction processing, and service delivery. Ensuring compliance with Ahli Bank’s policies and procedures, including internal controls, risk management, and regulatory requirements.
2. Team Leadership & Development:
Supervise and coach staff, including Tellers, Personal Bankers, and Customer Service Representatives, to ensure high standards of performance and customer service. Moreover, conduct training sessions and provide guidance to employees to improve service delivery, efficiency, and sales effectiveness. Support the Branch Manager in evaluating team performance, providing feedback, and addressing performance issues as needed.
3. Customer Service Management:
Assist in resolving complex customer service issues and escalate matters to the Branch Manager as necessary. Ensure the branch delivers excellent service to all customers, fostering long-term relationships and identifying opportunities to enhance customer satisfaction. Act as a point of contact for high-value clients, providing personalized assistance and promoting bank services.
4. Sales & Business Development:
Support the branch's sales goals by actively participating in sales initiatives, including promoting Ahli Bank’s products and services to customers. Identify cross-selling opportunities and make referrals to the appropriate banking departments, such as loans, mortgages, and investment services. Assist the Branch Manager in developing sales strategies and tracking the branch’s performance against sales targets.
5. Compliance & Risk Management:
Ensure that branch operations are compliant with regulatory and internal policies, such as anti-money laundering (AML) and Know Your Customer (KYC) requirements. Monitor security measures, ensure proper handling of cash, and identify risks that may impact the branch’s operational integrity. Participate in audits and ensure timely and accurate reporting of branch activities to upper management.
6. Branch Leadership:
Assume the responsibilities of the Branch Manager during their absence, overseeing staff, handling operational challenges, and maintaining branch performance. Lead branch meetings, motivate staff to achieve branch goals, and ensure a positive working environment.
7. Process Innovation, Automation & Digitalization:
Drive continuous process improvement through innovative, automated, and digital solutions once required
8. Business Control & Governance
Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.
9. Self/People Development & Continuous Learning:
Continually update oneself through knowledge acquisition, on-the-job training, or project involvement; advocate and support others to do the same.
Requirements
- Omani Nationality only
- Minimum Diploma in Business, Finance, or a related field.
- Minimum 7 years of total banking experience, including at least 2 years in branch operations such as Personal Banker, Teller, or Sales Officer.