Ali Alasiri

Services Unit Manager في Bank Al Bilad

• المملكة العربية السعودية - الرياض
• أشغل هذه الوظيفة منذ فبراير 2012

Al Bilad Bank is an Islamic Saudi bank established in 2004

Highlightsu**
• Established a work culture of high performance by leading and motivating teams to perform beyond expectations and meet objectives.
• Developed and implemented effective HR practices and policies that facilitated higher retention rate and employee satisfaction.
• Through focused agent training and motivation, and consistent improvement initiatives enhanced the agent productivity from 60% to 75%.
• Significantly improved service standards and brought them up-to benchmarked levels of the industry through monitoring and ensuring adherence to SLAs.
• Contributed to the HR function by reviewing agents’ / team leaders’ profiles, and assigning responsibility according to competence.
• Made the complaint redressal system more effective by collaborating with customer care department to classify complaints into types and sub-types, and detailing solutions / replies to these.

Key Responsibilities u**
Team Management
• Head the team consisting of 40+ agents and 4 Team Leaders to ensure operations run smoothly and assigned KRAs (Key Result Areas) of the call centre are met.
• Provide a clear direction to the entire team (team leaders and agents) by defining their goals and roles; assign responsibility and accountability to each team member.
• Oversee selection of agents right from calling in applications, conducting interviews, short-listing, final selection and on-boarding; conduct training for agents for enhancing their skills.
Operations
• Monitor stringently the adherence to laid down policies and procedures across all services offered and take appropriate action in instances of non-compliance; review policies and procedures on a half-yearly basis.
• Carry out resource planning to meet current and future needs of the company in line with its operations and business plans; forecast resources and undertake capacity planning to achieve optimum capacity utilization.
• Monitor daily attendance and timings of agents, and plan their schedules ensuring that vacations do not impact operations.
• Oversee selection of agents right from calling in applications, interviews, short-listing, final selection and on-boarding; conduct training for enhancing skills.
• Responsible for hiring and performance evaluation of outsourced personnel as bank staff to provide support in various daily banking operations.
• Ensure high customer service standards are met, queries and complaints resolved promptly, and maintain high customer satisfaction scores.
Remote Banking
• Support the development, implementation and continual improvement for internet banking services, and work on website functionality and aesthetics to enhance online presence.
• Handle customer issues and complaints regarding internet banking and mobile banking services, escalate issues to the technical team when required and ensure prompt resolution.
• Support the internet banking product development team in designing new products and improving the existing services to increase revenues and maintain SLA parameters.
• Provide a gamut of support services to customers and internal teams; generate technical reports and present these to the management for effective decision-making.
Performance Management
• Manage agent performance through monitoring their daily work activities and productivity; generate and analyze daily, weekly and monthly agent performance reports and suggest measures to improve performance where needed.
• Monitor calls and review call performance - offered calls, abandoned calls; improve call quality by providing feedback and conducting training.