assistant manager operations
بنك دبي الإسلامي
Total years of experience :24 years, 8 Months
Assist in identifying and implementing action plans to ensure the achievement of the set targets and business growth objectives
Migrate customer transaction from the Branches to low cost electronic channels to ensure reduced cost for Branch operation.
Mange the transaction of Branches into sales and service business unit and create a culture of sales and service within the Branch to ensure high performance.
Customer Service
Ensure high levels of customer service of all sales and service function by efficiently abiding to the process and by reducing customer waiting time.
Manage daily operation of the Branch with a primary focus on driving revenue growth, increasing profit, and managing risk.
Provide leadership and direction in overseeing the performance of the employee across diverse functional areas including sales, payroll, accounts receivable, and compliance.
Regularly review customer complaints, taking the necessary initiatives whenever required to ensure promote resolution and high customer satisfaction.
Meet the customers to identify their business needs and to ensure o proper cross- selling.
Service Quality & Business Operations Control
Ensure that all the Branch operations are in accordance to the established Banks’ policies operating manuals, service quality standards and code of conduct for smooth workflow, high service quality and low level of operational risk.
Reviewing daily MIS reports, checking notes & denominations and ensure accurate service delivery to customers.
Internal Process
To assist and participate in any Branch projects “service Quality Program, process changes, sales …etc” and support the launch of new products and services as per the consumer banking business plan.
Follow up on various cases with all the concerned stakeholders such as customer, internal bank departments in order to ensure 100% closing mandates.
Training & Development
Assist in identifying the training and development needs of staff and nominate them on appropriate courses in order to close the skill gaps.
Train the unit staff in order to close the skill gaps
Build and maintain effective communication with the team to ensure free flow of information, ideas and feedback
Managed day to day operations through call center teams of 35 to 40 members. Focused on enhancing client satisfaction by effectively resolving issues and rendering qualitative service delivery
Guided team members in catering to customers in compliance to various SLA parameters. Assisted team members in resolving complex customer queries and issues
Updated industry knowledge and organized knowledge transfer sessions for team members. Calibrated random calls to evaluate operational performance
Defined & implemented job descriptions & objectives for leading to streamlined processes and enhanced operational efficiency
Optimized resource utilization by aligning staff deployment to projected business volume. Collaborated with HR in conducting interviews for identified call center vacancies
Evaluated team performance and rendered productivity enhancement feedback. Organized training sessions for team members based on identified training needs
Prepared & presented various status reports for senior management reviews to enable realigning policies to changing market dynamics and other related factors
. Bachelor of Science (BS) programs in business management offer training in administrative duties, financial responsibilities, and physical resource control related to commerce. Specialization options include marketing, public administration, healthcare management or human resources.