Team Leader / Corporate operation services and Analyst
Abu Dhabi Commercial Bank (ITMAM services)
Total years of experience :20 years, 5 Months
- Ensure all new to Bank customers’ accounts opening and accounts maintenance services requests are processed within the agreed SLA and TAT.
- Ensure to maintain agreed processing errors rate and reporting a regular error and rework analysis MIS to identify training needs.
- Monitor the unit productivity and performance on a daily basis and take corrective actions to improve both individual and unit productivity.
- Maintain accurate productivity and performance MIS in daily, weekly, monthly and yearly.
- Attend to regular performance review meeting and recommend enhancement or correction plan at both
Level (Individuals member of the team or as unit)
- Regular review of the unit SOPs and recommend enhancement in the SOPs to minimums the operation process time and risk.
- Identify staff training needs and develop internal training.
- Provide coaching to individual on career and performance management.
- Represent the unit in any new Business initiative projects.
- Represented the unit for the new Bank core system migration (testing, meeting, writing the BRDs)
- Represented the unit for testing and designing the bank BRD for new products system requirements
-Responsible for managing and escalation process of the banks customers complaints received throw banks channels and central bank and additional to that the customer retention process
-Ensure that all complaints, queries and customer retention process are investigated and resolved within the agreed the bank quality assurance TAT, additional to that ensure complaint or retention of customer are maintained in the customer care software and related files for daily, weekly, monthly and yearly MIS analyses.
-Retention customers by calling, meeting or e-mailing them and reviewing their credit or services requirements and recommend to the head of retail AGM for retention approval. maintain records of all customer retention requests.
-Ensure that defined services level agreements are met for any customer service request initiated, and escalate any SRs breach the SLA to the management level for action.
-Recognize opportunities to enhance the bank services by proactively exploring customer’s needs, and provide recommendations to line manager to turn customers dissatisfaction in to delight customers at every given opportunity.
-Maintain MIS data reports of customer’s complaints and retention received and report it to the management level in monthly bases
-Involved as quality assurance of implementing the bank CRM system project.
-Answer customer’s calls professionally and respond to their inquiries by research required information using available system resources.
- Provide customers with product and service information while identify and escalate priority customer’s issues.
- follow up customer calls where necessary and Telemarketing the bank products to customers.
-Achieving Sales goals and targets through effective marketing and clients care.
-Covering the company specified target customer’s accounts in Dubai Mainly.
-Identify new customers estimated purchase orders by following the company’s planned sales and marketing strategies and tactics.
-conduct daily sales calls, client visits, while keeping up-to-date relations through telephone and e-mail.
-Prepare sales and productivity reports on a regular basis.
-Give presentations and training to the client end user of the TETRA system.
-Developing and maintaining a clients purchase orders, delivery notes, and invoices database and send monthly report to the regional sales manager and accounting department.
-Supervisor of technicians’ team daily work and their site visits for the maintenance service and repairing work of the system purchased by the clients to maintain the clients’ satisfaction after sales.
-Preparing Tenders and quotations documents.
-Conduct a marketing survey each of the competitors and their products.
- Project Coordinator - ATLAS TELECOM
(NAD AL HAMAR tunnel TETRA communication system project)
-Team leader - ATLAS TELECOM
(RTA Dubai, TETRA radios communication system maintenance for around 700 buses)
MIS Major is the ability of using and managing the Information Technology systems to design analyses the best cost effective solutions for the Business Management.