Senior Consultant – Operations and Credit Admin - Home Finance
Sutherland Global Services (Amlak Finance PJSC project)
Total years of experience :25 years, 1 Months
Reporting to the Business Director,
•Managing the operations /CAD - MIS process and operations helpdesk (Voice/non voice process)
•Manage the CRM Operation Helpdesk to insure that all enquiries and complaints are resolved within minimal TAT
•Review official customer communications (liability letters, rollover and dunning letters).
•Prepare Manual Calculation from the time of conversion to Ijarah for the account functioning abruptly and manage the process involved with finance, IT, management approvals till customers files are update and reorganized.
•Review settled documents prepared by Repayment & Settlement team for accuracy
•Review summarized account statements prepared for legal and collections support team.
•Calculating Profit Rate and other calculations as required as per the accounts in line with Islamic Finance, Releasing the security documents along with proper documentation of letters issued to Developer, Customer & to the Bank, Preparing the SI Cancellation & amendment.
•Ensure compliance with applicable Sharia processes and company’s policies.
•Ownership for CAD Documentation process which involves with customers Restructuring, Deferment, and Top up finance, refinance and new finance, land registration, Preparing NOC and Undertaking letters for developers, and review offers documents prepared before management approvals and after customer acceptance.
•Quality check/monitor voice process including both call Centre and collection team
•Central Bank reporting and updating(Addition/deletion).
Reporting to the Head of Trading and Retail Management, heading a team of 13 executives and 1 team leader
Managing the DTD Customer Service activities, guide CC team to achieve productivity and meet targets on an ongoing business.
Training staff & enhancing their skills, assisting them to provide quality service, ensure meeting customer satisfaction standards and expansion of market share.
Providing regular market feedback to the management to improve quality, performance and competitiveness of the products / services.
Monitoring, reviewing daily activities, coaching the CSE, ensure compliance with policies, procedures and product culture.
Coordinating with related operating / support department, finding effective solutions to ongoing business issue. Examining pending cases ensure meeting of all the procedures and formalities.
Designing practices to attract/retain customers and meet the set objectives, study feedback from customers toward products / services.
Liaise with branch; coordinate with Brokers, Accountants, and Operations ensuring speedy turnaround time of executed documents.
Handling online trading section, which includes presentation, training, inquires and escalations.
Managing GCC project involves individual customers including foreign institutional clients (Oman, Bahrain, and Kuwait).
Reported to the call Centre Team Leader, worked in the Phone Banking Department - V.I.P. section.
Ensured quality services to customers; assisted the department head in business generation and portfolio management.
Provided customers with accurate and timely information; handled customer relationship; resolved issues efficiently and timely.
Communicated with all involved departments; facilitated in providing satisfactory customer service, ensured timely resolution of customer’s problems.
Identified, suggested process improvement, supervised the sales staff’s performance; tracked the progress of various assignments.
Reported to the MD. - Retail, headed a team of 25 agents, managed the performance of the Call Centre representatives, assisted them in achieving targets.
Ensured their compliance with Customer Operations department’s policies, procedures and standards; supported team members in resolving issues with difficult customers.
Developed and improved processes; monitored service quality, ensured team progress; maintained high level of customer satisfaction.
Resolved customer’s complaints/ escalated cases within the required period.
Reported to the M.D.- Retail, led a Team of 8 representatives
Managed the Sales and Customer Service related operations including sales targets management achievement, new customer’s applications (maintenance requests, complaints tickets, and inquiries).
Identified needs of different customer segments; recommended plans to enhance sales and customer services.
Analyses inter / intra departmental procedures, collaborations, customer relation practices, determined their effectiveness, made recommendations to provide efficient service to customers.
Supervised team operations in Customer Service departments /divisions; planned, scheduled and assigned their duties; directed, coordinated and evaluated performance. Coordinated the activities of the Customer Service departments / divisions with other divisions of the Company.
Resolved customer complaints; established /maintained an effective working relationship with customers, public and staff.
Manage productivity and sales periodical reports and MIS, with reporting presentations to managements.