BRANCH MANAGER
Mashreq
مجموع سنوات الخبرة :11 years, 6 أشهر
• Implemented the Digitization Branch Transformation program in Mashreq as a pilot branch manager
• Collaborated with the central team on the design and implementation of Sales and Service Digitization for the Branch Transactions.
• Manage the various functions of testing and change management for the digitization initiative.
• Oversee acquisition quality, attrition, and risk evaluation, consistently achieving target for the Branch; continuously exceed targets and garner the highest ranks.
• Cultivate long-term professional relationships Business to Business relationship
• Managed the delivery of superior customer service and satisfaction to existing and new customers.
• Encourage and facilitate team building and motivational staff activities to boost staff satisfaction.
STRATIGIC MANAGEMENT
• Spearhead all phases of strategic branch-level planning, including cost budgeting, branch digital transformation, revenue projections, and local bank competition.
• Analyze branch territory and potential client base, while furnishing oversight and guidance regarding effective deposit acquisition strategies, pricing, and market trends.
SALES & MARKETING
• Develop sales strategies while tracking progress against established internal and external industry benchmarks, focusing on revenue generation by acquiring assets and liabilities.
• Consistently overachieving targets Personal loans, Investments, Credit Cards, Gold Accounts and Salary Transfer Accounts between 120% - 130%.
• Guide support staff in effective sales assistance, client service operations and assignments while providing timely follow-up to ensure task completion.
• Demonstrate a strong working knowledge of the bank product/services suite and respective banking marketplace, including pricing and regulatory trends, as well as local competitor strategies.
OPERATIONS MANAGEMENT
• Facilitate information flow between Head office and area management and drive operational efficiency.
• Propose and implement performance improvements through careful reporting, trend identification, and problem resolution.
• Chart successful course of development of procedures to facilitate department operations, as well as adherence to Group, Central Bank and anti-money laundering Policies and procedures.
CUSTOMER SERVICE MANAGEMENT
• Play essential role in development of retail banking client experience.
• Enhance the NPS score by focusing on a customer-centric direction, taking action by contacting any detractors directly to ensure their complaints are addressed and resolved.
• Contact Promoters to maintain their positive experience and see if there is anything we can do differently to enhance their experience further.
• Hold regular meetings with the branch staff to discuss NPS, reaffirm everyone’s commitment to customer experience and provide a forum for them to discuss service escalations, use customer feedback to train staff and brainstorm solutions.
TEAM LEADERSHIP
• Detect various levels of team member talents to inform training efforts, target professional recruitment, and promote a performance-based work environment.
• Lead employees by example, and avoiding instructing them on how to approach their roles
• Demonstrate the impact employees can have on clients when there is an understanding of customer needs which leads to a tailored approach that can have a huge impact on their own performance.
• Orchestrate management activities, including implementation of performance management processes.
Dubai, sharjah, and northern emirates region 22 branches, retail banking
• Enriched customer experience by enforcing service standards across 22 branches, supporting branches to
encourage a higher level of service resulting in higher branch performance.
• Supported branches to encourage digital migration.
• Interfaced with branches to follow up on disputes within appropriate timelines, and communicated
responses received on disputes raised.
• Captured gaps and errors, conducted training, kept couching sheets record, issued service quality reports,
and documented all concerns in daily visit report.
Supported Business Banking Relationship Managers in managing portfolios and ensuring that all customer
issues and service requests were promptly addressed.
• Received customer complaints and provided resolution within the agreed timeframe.
• Processed fee reversals and card charges for retail and commercial accounts according to the
empowerment matrix within the specified Turn Around Time.
Observed customer behaviors to accurately determine needs and prospects and performed necessary
cross-selling.
• Acquired opportunities to cross-sell other products while servicing customers.
• Succeeded in meeting all the assets and liability targets assigned, as well as building strong relationships.