Team Leader in the Direct Banking Center
Mashreq Bank
Total years of experience :16 years, 11 Months
• Delivery of team sales, service level components, quality and productivity targets and indicators.
• People management including HR related issues as well as staff development.
• Operational management: Managing the floor, adherence to schedule, , , ext
• Unit related ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Continuous training and staff development.
• Recommendations and taking charge for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Contribute for the initial hiring and selecting process of the front liner.
• Overall responsibility for new agents induction.
• Compiling reports on team's performance and customer feedback.
• Managing process improvement projects.
• Communication and being a focal point of dissemination of information from management to team and vis versa.
• Work very closely with team members to solve customer problems. Also needs to understand agents problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.
• To monitor calls and evaluate performance of PBAs with regards to the quality of their service and sales technique - both inbound and outbound.
• To conduct contractor survey to customers to measure their overall satisfaction with the call experience.
• To evaluate overall “service quality” of call for the center and make necessary recommendations to raise the standard.
• Overall responsibility of liaising with CRU, card service, branches and other departments for receiving, follow up and comments on customer complaints.
• Develop scripts for the most frequent call experiences and tailor any scripts produced by the service team.
• Capture and report customer feedback towards continual product development. Make recommendations for product/process improvements based on the customer experience and feedback.
• Think creatively and challenge exiting procedures to facilitate ongoing change in customer service.
• To work closely with team leaders and center manager to make recommendations for training and filling the gaps. Conduct training with regards to call handling techniques.
• Handel customers inquires and complaints in a timely manner, keeping in view customer focus and image of the bank.
• Cross selling of Mashreq banks products and services to Non-Accounts holders refer business leads to line stuff
• Provide excellent customer service to achieve customer loyalty
• Capture and report customer feedback toward continual product development
• Operates within standard rules and guide lines set by the bank and additional ones set by unique to Direct banking Center.
• Involve root cause analysis and reversal of charges and fees when necessary.
• Decision making authority responsibility limited to certain functions, which enable on-the-spot problem resolution.
• Doing all kinds of maintenances on Credit Cards and ATM cards
CPA : 78.4 Rating : Very Good