Job Description

Business Growth

• Cascade the sales targets assigned by the Zone Manager to branch staffs.
• Identify and implement action plans and regularly track and review performance to ensure the

achievement of the set targets cascaded down by the Zone Manger and business growth
objectives.

• Meet regularly with the branch customers including important/ high net worth customers in order

to assist in the growth of business

• Manage the product portfolio of each line of products and control the cost and profitability of the

branch.
Customer Service

• Maintain high levels of customer service of all front office functions such as Cash Management,

Remittances, drafts, Account opening/ inquiry & maintenance, sales and after sales by efficiently
abiding to the process and by reducing customer waiting time and service time.

• Promote high level of customer service culture among the branch staffs for potential acquisitions.

Service Quality & Business Operations Control

• Attend all audit requirements and strive to have a null /low risk audit rating and ensure that all the

branch operations are in accordance to the established Bank's policies, operating manuals,
service quality standards and code of conduct for smooth workflow, high service quality, and low
level of operational risk and report any deviation to the management.

• To maintain a low risk level of cash difference by following diligently the process set by

maintaining detailed accounting records of daily cash flow as well as regular review of daily MIS
reports, checking notes, denominations & security items in order to ensure accurate delivery of
cash to customers.

• Monitor continuously customer complaints and mystery shopping results and recommend

necessary measures and initiatives to improve the score and to ensure high customer
satisfaction

• To ensure a high level of safety & security measures are in place as well as to maintain a proper

communication with the police department whenever it is required.
Internal Process

• To lead any branch projects jointly with the Zone Manager (Service Quality Programs, Process

changes, sales... etc) and support the launch of new products and services as per the consumer
banking business plan.

• To maintain an accurate archives file for all branch transaction records, vouchers, stationary

reports...etc.

• Follow up on various cases with all the concerned stakeholders such as customers, internal

Bank's departments in order to ensure 100% closing mandates.
Training & Development

• Analyze the training and development needs of staff and nominate them for an appropriate

training courses in order to close the skill gaps and ensure that all staff are well trained and fully
aware of DIB products and services, policies and procedures.

• Build and maintain effective communication skills with branch's staff by conducting regular staff

meetings and discussions in order to have a high level of staff engagement and Job satisfaction.

• To ensure proper staff management in terms of annual leave, performance appraisal, two days

off as well as to ensure a proper resources allocation in order to meet the branch business
requirements.
Competencies/Skills
nternal: All Bank's Departments
External: Central Bank, Customers, External Auditors
High Diploma / Bachelor's degree as a minimum, Master's degree will be an advantage
Minimum 7 - 8 years of Banking Experience

• Banking Products, Services and Operations Knowledge
• Banking/Operations Workflow Knowledge
• Branch Fund Management
• Budgeting and Planning
• Channel Management
• Customer Servicing/Relationship Management
• Documentation
• Islamic Product Selling Skills
• Regulatory and Compliance Knowledge
• Sharia Principles of Islamic Finance

Skills Required