Branch Support Manager, Retail Banking

Job Purpose:

To manage end-to-end the retail branch network by ensuring operational excellence, enhancing customer experience, promoting digital adoption, and enabling branch readiness for audits and regulatory requirements. The role plays a vital part in maintaining policy compliance, driving continuous improvement projects within the branches, and supporting the Head of Branch Banking in managing the overall sales performance and service delivery of the branch network.

Additionally, the role also includes solving customer complaints, conducting service quality checks, driving process improvements, and training new and existing branch employees to uphold high performance standards across all branches including Islamic banking with strict adherence to the Consumer Protection Regulations.

Principal Accountabilities:

Training & Development:

Design, deliver, and continuously refine training programs for new and existing branch employees. Cover core areas such as customer service, compliance, system usage, product knowledge, sales techniques, and digital tools. Measure effectiveness through assessments and on-the-job performance reviews.

Service Quality Assurance:

Conduct periodic evaluations, including branch visits assess frontline service quality. Monitor mystery shopper results and service level standards to identify improvement areas. Partner with branch managers to implement corrective actions and drive consistent service excellence under the supervision of the head of branch banking.

Complaints Management & Resolution Support:

Act as a liaison between branches and the Customer Complaints Unit by monitoring complaint trends across the branch network, ensuring timely escalation and proper documentation. Support branches in improving service recovery practices and addressing recurring issues through coaching and process enhancements. Collaborate with branch managers to strengthen root cause resolution and prevent complaint recurrence, in alignment with internal service quality standards.

Branch Sales Performance & Compliance:

Drive and monitor branch sales performance by evaluating results against targets, identifying performance gaps, and supporting initiatives to enhance sales effectiveness. Ensure all sales activities by frontline staff are conducted in line with regulatory requirements, internal policies, and customer protection standards. Support quality audits of sales interactions, ensuring proper disclosures and documentation are consistently maintained.

Customer Experience Monitoring:

Track NPS, service ratings, and customer feedback reports. Extract actionable insights and share with branch teams to promote continuous improvement. Conduct regular service feedback review sessions with stakeholders.

Digital Adoption & Enablement:

Champion digital transformation by equipping branch teams with the knowledge and tools to promote digital banking. Train staff on digital channels and solutions, and support branches in resolving system transactions. Familiarizing and socializing branch staff with digital platforms for smooth customer onboarding.

Improvement Projects:

Lead and support branch-level and cross-functional improvement initiatives focusing on system efficiency, process simplification, risk control, and customer journey enhancements. Track project outcomes and sustain benefits through periodic reviews.

Branch Opening/Closure Coordination:

Liaise with internal departments including Admin, IT, Compliance, and HR to facilitate smooth setup or closure of branches. Ensure readiness in terms of infrastructure, staffing, digital tools, and service alignment.

Job Requirements (Qualification/Experience):

• Bachelor's Degree in Banking, Finance, Accounting or Related Field
• Professional certifications in Retail Banking, Compliance, or Quality Management is a plus
• 57 years of experience in retail banking, with at least 2 years in a branch operations, governance, or service quality role.