Unit Head - Platinum Services
American Express
Total years of experience :24 years, 4 Months
Managing daily issues and processes related to Platinum Unit. Supervision, train and provide guidance to all unit staff members.
Responsible for the performance and development of the Account Executives.
Prepares action plans by individuals as well as by team for effective search of sales leads and prospects.
Initiates and coordinates development of action plans to penetrate new markets.
Assists in the development and implementation of marketing plans as needed.
Conducts one-on-one review with all Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive’s sales and activity performance.
Provides timely feedback to senior management regarding performance.
Assists Account Executives in preparation of presentations.
Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
Recruits, tests, and hires Account Executives based on criteria agreed upon by senior management.
setting and meeting performance targets for speed, efficiency, sales and quality;
managing the daily running of the Unit 24/7.
maintaining up-to-date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimise errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries;
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and/or monthly basis;
improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Perform and supervise assigned functions of customer services center. Review outstanding and closed problems and issues. Follow-up with the appropriate department and ensure that customers are receiving a high quality service and response. Collect and maintain up to date information regarding the products and services. Solve customer related problems.
Provide specialized information regarding services and products to all callers. Consult and educate customers on our products and services. Negotiate and pursue customers for best resolution. Communicate with the customer throughout the resolution interval. Communicate effectively and courteously with customers and co-workers.
Present problems/concerns using appreciative feedback. Interact with other departments to ensure customer needs are met. Provide input for processes and procedures. Achieve productivity levels that meet expectations.
Supervise, administer and perform assigned processing and operations functions and activities to ensure that the highest quality of service is provided to customers relevant to all operations, processing and administrative activities relating to billing, reconciliation, merchants, data-capturing, scanning, administration, accounting, administration, new accounts.
Supervise, lead and motivate staff to achieve targets. Attend to staff related problems. Provide appropriate training to develop job related competencies and improve behavioral skills enabling them to enhance performance level. Evaluate staff performance and provide them appropriate counseling. Create career opportunities to staff and establish teamwork environment.
Oversee, check, supervise, administer and perform various assigned processing, operations and administrative functions of the organization as per the approved policies, procedures and guidelines - including terminal activations, payments investigation, letters drafting, document scanning, document management & archiving, transaction adjustments, withheld, cancellations, accounting, administration, reconciliation, etc. Meet and assist walk-in customers. Prepare daily/weekly reports.
Ensure proper documentation and approval for all transactions. Follow-up and interface with various head office departments and branches. Ensure completion, prompt and accurate actions.
Check and control data entry into the computer system. Monitor filing system. Respond to enquiries from merchants, card-members, departments, branches, vendors, suppliers, staff etc. Review transactions, statements and bank accounts. Review and update all financial and non-financial information, debit and credit vouchers and monitor input data into the computer system.
Performing Sales duties.
Achieving Monthly & Quarterly Sales Targets.
Performing Indoor Sales Coordination Tasks.
Providing after sales Services.
Customer Support.