Operations Manager (CBB Approved)
Payment International Enterprise (PIE)
Total years of experience :21 years, 6 months
Main Responsibilities
-Manage call center, help desk as well as setting KPI’s, and SLA’s.
-Responsible for 3rd party reconciliation and settlements with MasterCard, VISA, National Switch, Banks, Billers, government, acquirers, and other 3rd parties
-Manage Kiosk, mobile app, and online portal channel health, maintenance, and servicing
-Manage cash collection from more than 260 locations in the kingdom
-Manage POS network heath of more than 3000 locations
-Ensure network uptime of 99.99%
-Manage prepaid and wallet issuance process
-Interact with government officials in regard to payment operations
-Customer on-boarding and card delivery
-Dispute management with third parties
-Set SLA’s with thirds parties
-Cost optimization
-Follow compliance & AML Company guidelines, along with CBB, and schema guidelines.
-Manag all customer channels interactions mobile, online, IVR, and develop new interaction channels
-Manage department budget
-Setting reporting lines within department and with CEO
-Driving business initiative as per CEO guidelines
-Enhance and optimize operations dept. cost, and service levels
-Interact with IT dept, vendors, Finance, and marketing to ensure smooth operations
-Analyze data and provide trend analysis
-Manage remote teams at more than 15 sites
Procedure & Control Responsibilities:
-Compliance & AML
-Prepare Operations manuals (SOPs)
-To ensure that the laid down procedures relating to Operations Dept. implemented & followed & that all necessary approval and control functions are observed without exception
-Develop company Operations Dept. KPI’s, objectives and goals
-Identify new business applications to improve operations performance
-Create preemptive control strategies; reduce operational cost through effective back office & operations management
-Design and implement procedure that minimize theft, fraud, and stock losses
Main Responsibilities include managing and leading the Operations department to Achieve the following
▪ Monitor all critical systems and ensure that incidents are resolved within mandated SLA service levels
▪ Ensure that wallet hosting and processing, clearing, settlement, and the associated workflows are performing within tolerance levels
▪ Proactively monitor potential failure points in one or more components of the front-end systems and act as per procedures
▪ Contribute to the formulation of internal standard operating rules and procedures (SOP) to ensure audit rating is at least ‘satisfactory’
▪ Oversee & coach the operations team to ensure procedures are executed appropriately and to enhance customer satisfaction
▪ Ensure that the EDW processes and procedures adhere to the regulations stipulated by the central bank of USE
▪ Oversee the onboarding of new financial instantiations to the klip Echo systems and provide sufficient training and orientation
▪ Adhere to company’s policies and ensure the entire klip scheme key performance indicators (KPIs) are always met
▪ Ensure the klip Scheme is secure, robust, resilient and reliable and conforms to regulatory requirements
▪ Ensure all aspects of the klip Scheme are technically sound and conform to the Technical Specification
▪ Manage operations department shits and timings
▪ Manage Department P&L and budgeting
▪ Ensure all customer issues are resolved in a timely manner
▪ Ensure that exception handling and dispute management procedures are followed correctly
▪ Elaboration of status reports and alert generation to management teams, corrective actions proposition and follow up of the same
▪ use available tools to identify AML, fraud and suspicious transaction and customer behaviors
▪ Initiate discuss and formulate various process flows that contribute in identifying roles and responsibilities to an operational related process in collaboration with different business units within the organization
Maintain and Grow Global / Multi National Corporate relationships through contestant communication, business analysis and account reviews; and increasing the base line of charge volumes YOY.
Manage AEME Corporate Pipeline (expansion and NTF) through CRM tool, Analyze and identify corporate partner relationships.
Manage a team of central account development (remote account Managers) whom handle the Small / Medium size Corporations.
Manage the allocation of corporate portfolios for local corporate account managers (market based) and updating achievements of charge volume growth for each account manager and market.
Liaise between the ME HQ and the UK, US and Asia HQ to align
on Global Corporate relationships and identify new opportunities in the regional and also grow existing Global and multinational relationships.
Reporting to Head of Corporate, contribute in various aspects of the business such as preparing yearly plans verifying how to grow the corporate business, liaise with various departments in the organizations to laydown processes and workflows such as Risk, Finance and Legal.
1) Lead and develop the effectiveness of the team through personal example, 1-1 coaching, performance reviews, feedback, regular team meetings and formal appraisals to achieve specific financial, productivity and quality goals
2) Service delivery planning, review and accurate information capture; organizing staffing, including shift patterns and the number of staff required to meet demand, Report team data against budget figures on a weekly and/or monthly basis;
3) Meet performance SLAs for speed, efficiency, service and quality maintaining a high level of accuracy; achieved team telephone service level targets whilst prioritizing and balancing work loads
4) Monitor calls regularly to improve quality, record statistics, user rates and the performance levels of the centre and prepare reports;
Duties and Responsibilities include:
a .Manage a number of highly demanding Premium Cards Card member accounts and deliver all of their Lifestyle and Card Servicing requirements:
b .Ensure that all Premium Cards Card member servicing inquiries and Lifestyle demands are processed accurately and within the required timeframes.
c .Liaise with other AEME departments and third party suppliers to ensure delivery of superior services.
d. Assist in training of new staff.
e .Ensure that the Head of Premium Products Servicing is informed / updated about any problems or issues relating to non-delivery of services or recurring system faults, etc.
f. Follow up and give feedback to Marketing regarding new Travel and Lifestyle promotions performance and requests.
g. Participate in the preparation of Monthly Departmental Reports.
Increase Bayt.com‘s product portfolio per customer through active sales
Transition customers who previously purchased from Bayt.com while maintaining the
highest level of customers’ loyalty
Maintain and grow transactions and revenue volumes from assigned database of
customers
Identify up-sell and cross-sell opportunities by building long-term relationships and
providing quality customer service.
Effectively manage the growth of approximately 160 assigned customers through
transactional and solution-oriented selling approach.
Determine customers' recruitment needs, and prepare proposals to sell services that
address these needs
Give online demonstrations to clients on Bayt.com in order to handle objections and
convince customers to buy.
Basic Purpose:
1. Manage the conversion of the sales pipeline of SME Acquisition Relationship Managers assigned.
2. Ensuring sales staff achieve 100% of sales targets
3. Auditing and improving sales process
4. Hiring and confirming sales staff
5. Maximize effectiveness of sales conversions by:
-Assigning correct staff to companies / opportunities
-Tracking staff’s sales progress through
dailyreports and regular coordination
-Minimizing leaky buckets by following-up with open opportunities
-Direct involvement with customers when needed, to close sales and acknowledge business
6. Coordinate with staff on all aspects of sales cycle, specifically:
-Conversion of lead universe to satisfied customers
-Selling optimal products and services
-Delivering on fulfillment promises
-Initiating long-term relationships with lead database
-Correct transition from hunters to gatherers
7. Resolve customer issues through Bayt.com Best practices
8. Identify the best candidates and recruit in line with sales budgets.
9. Continuously train and coach existing staff members on Bayt.com tools and best practices.
10. Motivate, develop and direct staff to exceed performance deliverables and build a better lifestyle.
•Essential Duties:
-Acquire companies that have no significant revenue history with Bayt.com by selling Bayt.com’s recruitment products & services.
-Initiate and develop a strong relationship with assigned verified leads.
-Effectively manage business in assigned database through a transactional and solution-oriented selling approach.
-Determine customers' recruitment needs, and prepare proposals to sell services that address these needs
-Give online demonstrations to clients on Bayt.com in order to handle objections and convince customers to buy.
•Essential Tasks:
-nitiate primarily telephonic outbound calls to prospective lead database
-Effectively qualify through Recruitment Needs Analysis; using value-based selling
-Explain products or services and prices, and answer questions from customers.
-Record names, addresses, purchases, and reactions of prospects contacted into CRM.
-Accurately use CRM for sales processing; keep comprehensive, accurate notes in CRM. Prepare proposal or agreements to complete sales.
-Manage growth of new business by transitioning them to be loyal customers of Bayt.com
-Oversee fulfillment of
Training
Customer Care
Traditional recruitment
Executive Search
-Hand over to SME Retention Relationship Managers as per Bayt.com‘s handover process.
Sales executive for CNS servises and products, CNS Specializes in the Following Services which I was responsible for promoting:
Software Solutions
Web Designs and development
Multimedia Presentations
Hosting
PC & network, repair and maintenance.
oOther responsibilities at the company included:
Preparing technical proposals
Preparing financial offers
Preparing RFBs and Tenders
Planning and executing marketing plans
oList of on-boarded Clients:
Eye Specialty Hospital
Jordan Red Crescent
Urdon al Jadeed Research Center (UJRC)
Multaqa Saydat al A’mal ( Al Multaqa)
Lama Hourani
Forex Land
Shua’a Invest
JAMCO
Carina Contour (Hanan Bakri)
Jordan Holidays
.
Other Certifications Held during the Current Tenure: • Aug. '07: The Secret of Great Leadership ( Managing Energy Not Time to Maximize Performance) - Mr. Tony Schwatrz, Amman, Jordan. • Nov. '07 : Decision Making (Discovering the Opportunity in Every Decision) - Mr. Stephen Collins, Amman, Jordan • Nov. '07 : Creative Thinking - Mr. Mr. Stephen Collins, Amman, Jordan