Branch Service Manager

HABIBMETRO Bank, a publicly listed company established in Pakistan in 1992, is a prominent trade finance bank with a widespread presence across the country. With over 550 branches, including dedicated Islamic branches and windows, and an offshore banking unit located in the Karachi Export Processing Zone, the bank serves customers in more than 220 cities. HABIBMETRO provides technology-driven financial solutions across retail, corporate, commercial, and Islamic banking segments. Its services are supported by 24/7 mobile and internet banking platforms and a network of over 600 ATMs. The bank has earned numerous local and international awards for trade finance, Islamic banking, and operational excellence, maintaining top-tier credit ratings from PACRA. As a subsidiary of Habib Bank AG Zurich, HABIBMETRO benefits from a strong local presence combined with an international banking heritage.

The Branch Service Manager role is a full-time, on-site position based in the Gujranwala Division. This role involves managing daily branch operations to ensure efficient service delivery and customer satisfaction. The manager oversees both front- and back-office functions, supervises branch staff, and ensures compliance with bank policies, regulatory standards, and internal controls. The position requires close coordination with regional and head office teams to implement process improvements and maintain operational excellence.

Key Responsibilities

- Oversee daily branch operations, including cash handling, transaction processing, and service delivery to ensure smooth workflows.
- Monitor and maintain high service standards, promptly resolving customer issues and supporting sales teams.
- Supervise branch staff by coaching, managing performance, and fostering a culture of integrity, efficiency, and customer focus.
- Manage branch security protocols and compliance checks to safeguard assets and ensure regulatory adherence.
- Prepare and submit operational reports, analyzing data to identify process gaps and recommend improvements.
- Coordinate with regional and head office teams to implement new policies and streamline branch operations.
- Ensure strict adherence to banking regulations, risk management practices, and internal control frameworks.

Required Qualifications

- Proven experience in branch operations management, including cash handling and transaction oversight.
- Strong knowledge of banking regulations, compliance requirements, risk management, and internal controls.
- Demonstrated leadership and people management skills, with experience in supervising and coaching teams.
- Excellent customer service and relationship management abilities to handle inquiries and resolve issues effectively.
- Analytical and problem-solving skills to interpret operational data and drive process improvements.
- Effective communication and interpersonal skills, capable of collaborating with cross-functional teams and engaging diverse customers.
- Proficiency in core banking systems, MS Office applications, and technology-enabled financial services platforms.
- Bachelor’s degree in Business, Finance, Commerce, or a related field. A relevant master’s degree or professional certifications in banking or finance are advantageous.
- Prior experience in branch banking operations, service management, or a similar role within the financial services sector.

This role offers the opportunity to contribute to a leading financial institution with a strong reputation for operational excellence and customer-centric services. The Branch Service Manager will play a critical role in upholding HABIBMETRO Bank’s commitment to quality, compliance, and innovation in banking services.