Assistant Branch Manager

Role Overview

This position supports the smooth day-to-day functioning of a bank branch and helps maintain strong operational controls. The role is focused on meeting internal audit expectations, following bank procedures, and complying with Qatar Central Bank regulations while also supporting a better customer experience.

The assistant branch manager provides operational leadership to the branch team, helps improve service efficiency, and steps in for the branch manager when required.

Branch Operations and Control

• Keep branch operations efficient so customer service objectives are met.
• Check regularly that procedures, policies, process flows, and service commitments are being followed, including random spot checks and coordination with other teams for referrals.
• Make sure daily control checklists are completed by the role holder and supporting staff.
• Review and close out all financial and non-financial transactions and amendments handled during the day, including approving or rejecting items sent through the documented scanner.
• Oversee branch premises matters and maintain branch registers such as key, physical, dispute, and dispatch logs.
• Act as custodian for vault cash, manager’s cheques, and teller activity checks.
• Handle branch opening and closing, security alarm controls, and ensure branch literature and branding meet bank standards.
• Receive customer complaints, coordinate with the relevant departments, and follow through until resolution.
• Watch for possible money laundering indicators during account opening and daily transactions.
• Manage communication with other departments to keep workflow smooth and within turnaround times.
• Support compliance by delivering training and refreshers to branch staff on regulatory requirements.
• Act for the branch manager during leave or absence.

Team Supervision and Development

• Organize and supervise subordinates so work is completed efficiently and in line with procedures and policy.
• Provide practical training and constructive feedback to help team members grow.
• Assess staff capability and coach the team to support branch performance targets.
• Conduct recruitment for new employees when needed and arrange onboarding and development programs for new joiners.

Branch Performance and Reporting

• Prepare regular and ad hoc reports for the branch manager to show progress against business targets.
• Motivate staff and ensure performance reviews are carried out according to policy.
• Recommend staffing needs for the branch based on targets and the branch mission.

Customer Service and Channel Promotion

• Review and route customer complaints and queries so they are handled quickly and effectively.
• Encourage the team to guide customers toward self-service options such as ATMs, POS, call centre, SMS, IVR, and bank direct services.
• Support initiatives that improve service delivery and strengthen profitability through better channel usage.

Change, Policy, and Compliance

• Drive continuous improvement in systems, processes, and work practices, including adoption of leading practices and response to business or standards changes.
• Develop and oversee functional policies, procedures, and controls so activities remain compliant with risk, audit, and regulatory requirements while staying cost-effective.
• Ensure all quality, health, safety, and environmental rules are followed across the department.
• Make sure departmental reports are prepared accurately and on time in line with internal standards.

Education

A bachelor’s degree is preferred, especially in business administration, finance, economics, or a related discipline.

Eligibility

This role is intended for Qatari nationals and children of Qatari mothers.