Deputy Branch Manager
Doha Bank
مجموع سنوات الخبرة :18 years, 9 أشهر
Management, Consumer Banking, Cash Management, Customer Relationship Management.
•Transaction Accounting S, Analysis, Budgeting, Facilities Management, AML Operations & Scrutiny.
•Treasury Management, Customer Service Management, Value Added Services, Asset Management.
•Training & Development, Team Building, Innovative Problem Solving & Analytical Thinking.
•Communication & Interpersonal Networking, Conflict Resolution, Group Dynamics, Synergy.
- Rayyan Branch.
•January to October: Deputy branch manager - city center Branch.
operational
•Support the Branch Manager in coordinating the team of Head Tellers, Tellers, Branch Operations Officers, to drive client acquisition target primarily through the sale of retail products to the various customer segments.
•Monitor to ensure necessary follow ups with the customers, to ensure completion/ accuracy of required documentation and ensure timely processing of personal / commercial account transactions /system feeds, . in line with the internal policies/procedures.
•Guide the team in ensuring that the best solutions are made use of, in troubleshooting /resolving issues and that alternatives are suggested in relation to financial and non-financial transactions effected through the branch, in close coordination with the internal stakeholder, as applicable.
•Guide the team in prompt resolution or routing of customer complaints / disputes in coordination with the relevant internal stakeholders for timey resolution, with due protection of interests of both parties.
•Capitalize on cross-sales/ up-selling opportunities to sell alternative Doha Bank products and services to existing and potential customers in close coordination with the internal teams.
•Monitor/ review the sales/ operational progress effected through the branch team pertaining to various retail products, ensuring all performance standards are met by the branch in terms of the business targets, controls, compliance, and quality standards.
•Perform daily updating/ reporting of Branch reports against the various asset! liability product targets assigned to the branch, as applicable.
•Attend, and liaise with relevant internal stakeholders in executing effective employee training for the team for clear understanding of various retail/corporate product value proposition, updates /changes, customer relations skills, service excellence, banking procedures and latest promotions.
•Monitor and ensure accurate preparation of periodic and / or ad-hoc reports for the review of Branch Manager in terms of Branch operations productivity/sales efforts.
•Review/monitor the financial standing and profitability of respective portfolio of client accounts across various retail asset/ liability products to analyze performance and Suggest / implement suitable means to augment business earnings.
•Assist the Branch Manager in formulation / implementation of appropriate actions to improve the retail credit portfolio quality of the branch.
•Monitor the branch team to ensure that work schedule, operational workflows and new accounts operations within the branch are in accordance with internal policies, legal /regulatory requirements, and prescribed security controis.
•Monitor and guide the team in effective administration of various Audit Compliance and procedural control measures across the branch as per management directives, and, support in implementing corrective actions.
•Contribute towards the formulation of branch budget, based on periodic/ adhoc expense speculations. Monitor staff adherence to branch's budget plans and timescales.
•Provide periodic and other ad hoc reports in relation to branch operations for review of Branch Manager, to meet the requirements of senior management/external and internal auditors and the Audit/Compliance function. Ensure completion of tasks associated with internal and external audits.
•Ensure that branch records & registers (both statutory, and procedural) support proper reporting standards, and, internal controls.
•Manage coordination efforts with the respective stakeholders, in terms of procedural (workflow) / statutory aspects.
•Ensure, and guide in timely/appropriate correspondences / follow-ups with the customers on account of application/documentation completion, installments, past-due-statements and other specific requests, as applicable.
•Ensure daily preparation of statement of accounts of the branch, in accordance with the accounting procedures/internal guidelines.
•Manage timely resolution of Admin / IT related issues in close coordination with the respective teams, and provide confirmation, as applicable.
•Support the Admin team in quarterly preventive & reactive maintenance servicing schedule for branch safety / Alarm Systems, and in completion of safety inspections as per schedule.
•Assist the BM in coordination efforts with the Branch Control & Operations section / other internal stakeholders, as applicable, to ensure that the branch operational framework is working effectively in line with customer requirements/ expectations/ service level agreements, thus minimizing client complaints, and maximizing customer satisfaction.
•Ensure that opening and closing of the branch and safe/vaults and custodianship of combination numbers are performed by the respective staffs, in line with the dual control procedures, in a timely manner.
•Assist the Branch Manager in continuous monitoring / identification / analysis/ reporting of competitive insights for leveraging the branches sales channel opportunities/business enhancement efforts.
•Provide coordination / operational / sales support efforts to the existing and new customers through appropriate sales methods / propositions by creating incremental value-added features through competitive pricing, convenience and availability to the respective customer segments, as directed by the BM.
•Monitor the financial standing and profitability of portfolio of client accounts to analyze performance and guide on suitable means to augment earnings.
•Perform preliminary investigation and report on fraud cases/ operational/lending irregularities, if any, in close coordination with the relevant stakeholders, for corrective remedies/ control.
•Assist the BM in evaluating, outlining and managing potential operational risk for the products/ operational practices, and update management on the same.
•Ensure review of customer accounts / documents, in line with the defined eligibility criteria, and approved procedures, and rectification is initiated on account of incompleteness of information to ensure completeness within the set turnaround time.
•Follow and ensure adherence to the Audit, Compliance, Branch Control & Operations and procedural control measures set by the management.
•Support BM to ensure that there is no delay in the processing of daily operational activities in the branch.
•Support BM to ensure that all daily, weekly and monthly control reports including AML reports are printed, reviewed and duly signed by BM and DBM. after taking the necessary action in line with banks' policies and procedures.
•Support BM to ensure that all employees are following the prescribed security, audit controls, and reporting and performance standards and takes corrective action where necessary, maintains physical facility files and takes whatever steps needed to keep it function..
•Support BM to ensure that the daily vouchers have been reviewed, verified and duly signed by BM and DBM on daily basis with complete documents. -
•Support BM to ensure that all safe vaults are closed under dual control at any point of time.
•Support BM to ensure that all registers/records are balanced and signed by the authorized person's in branch on daily basis.
•Support BM to ensure that all Past Due Accounts in branch are monitored with proper follow up procedures.
•Support BM to ensure that all bank charges are collected as per bank's tariff of charge.
•Support BM to ensure prompt reporting of incident i.e. fraud cases/ operational losses/lending irregularities...etc. to Branch Control & Operations for further action.
Responsibility as Deputy Branch Manager
•Assimilating a prospect base of potential customers by searching the target markets and design strategies to boost prospect business conversion.
•Ascertaining client specific requirements and providing personalized services enabling optimum satisfaction and achievement of business targets simultaneously ensuring long term retention of customer relationships.
•Achieving high service standards and maximizing usage, monitoring satisfaction as measured through surveys, complaint statistics and reported results.
•Affirming utmost compliance to Qatar Central Bank statutes and providing feedback to senior management about matters of concern.
Responsibilities: As Assistant Branch Manager
•Augmented all branch operations and assisted the Branch Manager with all areas of bank operations on a daily basis, responsible for the administration and efficient daily operation of a full-service branch office.
•Administered operations, lending, product sales, customer service and other service lines of the bank, ensured the security and safety of all transactions and stakeholder interests.
•Developed new deposits and fortified the lending portfolio, maintained compliance to all AML norms and ensured all transactions were compliant with local regulatory and bank policy statutes.
•Provided a superior level of customer service and promoted the sales and service culture through coaching, guidance and staff motivation in addition to ensuring the retention of account relationships.
•Extended leadership, training and supervision support, steered resources under purview towards attaining established bank and branch goals.
•Participated in external events to increase the bank's visibility and to enhance new and existing business opportunities.
Responsibilities: Officer, Customer Service Department
•Amassed comprehensive expertise on the bank's products and features to increase business volume and achieve cross-selling targets.
•Supplied the customer with an array of financial services by delivering unbiased, competent and problem-free services to reach the predefined customer satisfaction levels.
•Took ownership of customer problems and handled the same till final resolution in collaboration with other personnel/departments.
•Provided constructive and constant feedback on improvement of products, services and processes to reduce turnaround time of costs and enhance customer satisfaction.
•Achieved Goal - based KPI s, as well as augmented training and development initiatives.
Responsibilities: As Supervisor, Customer Service Department
•Ensured that all customers were serviced according to a prescribed service management strategy, attended to all enquiries and ensured that the TAT's on every case were duly adhered to.
•Successfully assessed customer needs and provided appropriate solutions and quality customer service to customers in time-sensitive environments.
•Investigated and resolved complaints, developed and maintained client relations and provided customers information on banking products in addition to routine administration and archival.
•Maintained a system for all customer applications supervised and assisted the service department personnel in servicing customers on phone.
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