Customer Relationship Manager
Abu Dhabi Islamic Bank
مجموع سنوات الخبرة :23 years, 1 أشهر
Managing the customer service function to ensure the delivery of quality service to customers, while projecting the warm image of ADIB, maintenance of operational controls and continuous improvement in operations for customer service efficiency.
RESPONSIBILITIES:
1. Sales - Management of service delivery
Interact with customers for sale of ADIB’s deposit products by ensuring service efficiency and by adherence to best service standards.
Guide, support and instruct staff involved in customer service and deposit sales activities for better performance in service delivery to ensure customer satisfaction.
2. Operations Support - Review, control & approval
Review and approve ( where required jointly with the branch manager) work processes documentations and system input reports, accomplished on account of deposit sales and retail services, by customer service staff (e.g deposit account documentations, standing orders, ATM applications, AL BARQ services and cheque book issuances etc., )
Recommend related workflow changes for greater customer service & operational efficiency.
Sign on behalf of the bank as per the assigned limit.
3. Staff Management - Coordination
Coordinate the accomplishments of staff training, motivation, counseling and staff individual scorecard appraisals through the branch manager to ensure that staffs perform as per expected behaviors.
To Lease with a small, close knit leasing team and reach all target and budgets given.
Also review, approve and help identified tenants locally and abroad In order to sell them a
unique luxury property.
- To Sell, Market, Manage and help build the sales team and also achieve required Budget.
- Benchmark best practices in the real estate Industry and externally. Add value to the team.
- Help and support sales director with target/budgets that are set and also train and manage staff and run the Sales function in his absence.
- Add and identify all HNWI, target them and get the one on one meetings.
- Post sales support with owners and liaise with all required details with regards to General Construction with regards to there Property.
- Manage effectively the serve time spent with the customer to reach an acceptable service delivery within the turn around time.
- Provide constructive and constant feedback to the team on improvement of products, services, process to reduce cycle time of costs and enhance customer satisfaction.
-Adhere to branch process and report deviations to reach acceptable audit rating.
- Develop ownership attitude for customer complaints to ensure they are addressed properly and promptly to minimize customer attrition.
- Provide the customer financial services by delivering unbiased, competent and problem free services to reach the predecided customer satisfaction levels.
- Guide customers regarding the right product to meet their needs & cross-sell all Dubai Islamic Bank products & services to existing customers.
- Pre-mature withdrawal of investment deposit, Activation of ATM Cards anda ctivation of Dormant Account
- Convince to register by demonstrating the convenience & usage of alternative delivery channels to customers.
- Provide management information and analysis regarding workload, traffic distribution, sales and service performance.
- Provide daily, weekly and monthly analysis and reporting concerning the work of the team to enable development of the team through coaching and providing feedback.
Opening and closing of Accounts (Liability as well as asset accounts)
Product Finance for Ejarah Service. (Education, Medical, Travel and Etc)
Accepting application for:
- Amending customer profile and other static data.
- New and amendmend specimen signature card.
- Stop payment of cheques.
- Standing payment orders.
- Issuance of cheques books
- Authorization to cover accounts
- Registration to the bank’s e-channels (Phone Banking, Online Banking, SMS
Banking).
- Issuance of Certificates
- Renewal and loss of cards
- Disputed transactions on cards
- Registration of pre-designated beneficiaries for transfer of funds.
- After sales services in case of murabaha transactions.
- Letters of Credit / Guarantees.
Registration of fax indemnities
Registration of customer for all Islamic salary advance.
Registration for safe deposit lockers.
Issuance of Duplicate statement of accounts.
Accepting Power of Attorney for Accounts.
- Warmly welcome all customers and perform required financial transactions timely and accurately to achieve the predecided customer satisfaction level.
- Opening of an account ( Current, Saving, Call account and Fixed deposit account)
- Opening of loan account.
- Product finance (Personal loan, Car loan, Credit card and overdraft facilities).
AGPA. 2.85