Branch Manager (Emiratization)

About the role

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

Required profile

• 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.