Senior Manager Customer Service
Saudi British Bank (SABB-HSBC) - Personal Finance Services – Consumer Finance Division
Total years of experience :29 years, 10 Months
It is a Saudi Joint Stock Company with a strong track record and a heritage that stretches back almost 30 years.
Key Responsibilities:
• Directing and delegating the activities of the CSR staff to ensure professional, timely and proficient customer service.
• Implementing Action Plan recommendations to enhance Customer Satisfaction Score, conducting regular spot checks.
• Streamlining processes and procedures to ensuring Service Level Agreements are met with regard to Credit Card and other consumer finance products.
• Managing/deploying resources/personnel and conceptualizing strategies based on demographics, trends, customer needs, competitor activities, etc. in liaison with Branch Managers and other Business Line Managers to effectively achieve desired results and promote referral business.
• Deploying principle of ‘Profit through excellent Customer Service’ to increase business profitability, liaising with corporate/ retail clients and other business lines to ensure optimal levels of service and long term business relations.
• Coordinating with the regional network of bank branches, call-center, operations and other business partners to provide quality customer service, executing customer requests, resolving complaints and considering suggestions within the given time frame.
• Monitoring quality, product knowledge and skill of team members, conducting periodic performance appraisals to identify training needs, recommending regular up-gradation sessions and awareness campaigns for CSRs and customers.
• Partnering with other departments and the Administration team to remain updated on all policy and procedures, appropriately documenting and communicating all changes to the staff to keep them up-to-date.
• Handling with professionalism the complex consumer and business customer problems that the CSR staff is unable to resolve.
Piloting 24/7 Credit & Debit Cards transaction, new applications, and counterparty Fraud prevention. Evaluating trends, comprehending critical situations, liaising extensively with schemes, banks regulator, compliance, legal and business segments to reinforce control toward fraud risk exposure. Monitoring fraud investigation teams dealing with fraud occurrences to evaluate faults and techniques to improve, to assess and decide the financial liability with a fairly cost effective approach.
The company provides a wide range of banking & financial services in KSA.
Joined Credit Card Division, Customer Service Unit, gradually promoted to higher position until last position which was Operations Senior Manager, heading Credit Card & Personal Finance Operations.
Key Projects:
• Samba online Website development. (Credit Card services)
• Migration of merchant processing system and credit card operating system to new platform.
• Samba connect e-commerce website (payment gateway)
• Migration of personal finance systems to new system.
Past Responsibilities:
Held responsibility for continual process improvement and streamlined efficiencies.
• Supported the operational team in implementation of new products, enhancements to existing products/channels, with direct interaction with IT staff to facilitate host processor interfaces related to card processing.
• Supported organizational technology initiatives by aiding website development, enabling payment gateways and migration to new systems.
• Provided quarterly summary of trends related to all areas of each program. Developed and drafted key management reports to minimize credit risk and maintain compliance.
• Held responsibility for hiring, monitoring and evaluation of performance on a consistent and regular basis.
• Effectively communicated expectations to the team. Recognized and implemented corrective action when required with appropriate follow-up as needed.
• Reported team performance trends and suggested training areas to enhance skill sets of team members. Established guidelines based on operational standards and banking guidelines.
Other Professional Experience:
1990 - 1994: HR Administration - Expatriate Affairs Unit - Ministry of Education, Dammam
Key Responsibilities:
• Handled HR activities for expatriates including immigration officials to expedite VISA/migration processes for expatriate employees.
Workshops/ Courses: • Basic Control. • Basic Bank Product. • Introducing Samba Quality. • Bank Bookkeeping. • Time Management. • Control Awareness. • Islamic Banking. • Management Effectiveness. • Problem Solving and Decision Making. • Advanced Excel Workshop. • Plan, Do, Check, Act. • Leadership Development Workshop. • Forms of Shariah-compliance Financing. • Immunization. • Dealing with Sub-ordinate Problems. • Interviewing and Questioning Skills. • Senior Management Course (London). • Credit Card Business.