Customer Service Manager
ras al khaimah bank (rakbank)
Total des années d'expérience :9 years, 3 Mois
•Monitor Branch and service standards in accordance with SQ guidelines
•Provide leadership, coaching and support to the team members by setting objectives, evaluate performaces, identifying development needs and motivates staff
•Hold weekly meetings with staff on Sales and Service issues
•Manage direct report performance and organize training for staff based on training gaps identified
•To liaise with internal auditors in respect of operational issues and arrange rectification of comments
•Manage sales and service to meet budgeted numbers
•Improve workflow and processes to maintain highest quality of service delivery
•To officiate as Branch Operation Manager as and when required in accordance with the Branch Operation Manager Job Descriptions
•Take corrective action for complaints and promptly resolve or refer to Branch Manager/Complaints Handling Unit
• Conduct road shows and presentations related to the assigned projects
• Providing support in developing sponsor proposals
• Follow up with the suppliers
• Participate in preparing projects’ plans
• Secure Community Implanters to other projects
• Manage female participants in the different assigned projects
• Support in developing supplier’s agreement
• Prepare management and suppliers weekly and monthly reports.
• Receive the TLA Certificate and manage to delivery to TLA participants
• Prepare sponsors and suppliers invoicing in coordination with the Finance Department
• Support other project department in delivery project
• Coordinate between sponsors, suppliers and end beneficiaries
• Prepare and monitor project budgeting
• Ensure that a consistently high level of customer service is maintained and thus contributing positively to the image of the bank.
• Coaching training, developing and monitoring each CSR. To ensure that all discrepancies of CSR are resolved within 48 hours and that follow up with customers is done within 24 hours of customer’s visit.
• Increase the profitability of the Personal Banking segment and to protect the Bank against potential loss.
• Work with Branch Managers/Manager CRL on Areas of Improvement based on Mystery shopping/ Survey results.
• Counsel and develop staff and maintain their service performance log.
• Creativity is required to find opportunities to improve customer satisfaction, to deepen customer relationships and to recruit new business.
• Resolves complaints received related to branch service performance
• Providing leadership and direction in the effective management if the branch floor through approaching customer, identifying needs and directing them to relevant department / direct banking channels.
• Ensuring that the sales floor is ready by conducting all mandatory checks on a daily basis.
• Ensuring that all marketing material and campaign sales aids are updated and current daily.
• Managing customer complaints and routing them via the complaint management systems to the CRL department as per standard complaint handling process.
• Creating stronger, more valuable customer relationships by organizing customer events.
• Utilization of tools such as the Wyte Board by self and team leaders for activity and sales planning to drive sales performance and efficiencies.
• Coaching and supporting team leader and team members in their activities; encourage a learning environment and create a development path; performance management of poor performers.
• Maintaining high levels of communication with external customers and directing them to solution providers as per their needs.
• Action strategies communicated by your manager to ensure superior customer service is achieved (measured by customer surveys and 'Help Us Improve' forms).
• Minimum 4 contacts with Wealth Management customers during the year evidenced on report and updated on CRMS.
• Perform and complete outbound calls as per guidelines evidence through calling lists.
• Properly record customer complaints on Customer Relationship Management.
• Reduce complaints and increase compliments.
• Be polite and courteous to external and internal customers.
• Able to complete and assist customers with transactional documentation for applicable HSBC products and services with no errors.
• Direct and refer customers to International Banking Center, Premire, Investments and Insurance as appropriate.
• Opening Accounts, Credit Cards and Loans.
• Provide a high quality service for the customers.
• Prepare weekly Action Plan.
• Self-development through usage of HSBC Intranet Site.
• Ongoing efforts to promote to customer use of automated distribution channels to reduce transaction costs.
• Answering the telephone.
• Handling incoming and outgoing mails.
• Handling Complains and solve them.
• Dealing effectively with staff.
• Archiving different kinds of letters and reports.