VP. Manager Account Opening & Maintenance Operations
The National Commercial Bank
Total years of experience :20 years, 6 Months
Managing assigned operations through organizing, supervising and guiding team members to ensure compliance with approved policies and procedures and recommend initiatives for achieving process and performance efficiencies in order to deliver high-quality service to internal and external customers.
Managing the team to develops, implements, and maintains policies and procedures on application support services. The team supervisor to ensure that all support or service requests to SNB customers are dealt with according to the agreed Service Level Agreement (SLA) target. Coordination with external providers with the technical support for the software application and related matters, periodic reports on the issues raised and resolved and identifies trends of issues raised.
Facilitate customer resolution for escalated calls and engage the necessary technical support, also motivate the team of technical support through performance coaching, career planning and setting educational objective. Report operational achievements and progress to the services manager on a regular basis including statistical analysis and improve action plan. Maintain a mindset of continuous improvement, in teams of efficiency of support process, customer satisfaction and the application of tools for monitoring management and optimization. Compile reports on SLA targets, numbers and types of requests, communicating findings to the Operations Head and to respond to any further requests for data that are required for analysis. Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.
Provides vision and leadership for 29 team members working 24/7 in the ATM area and sets direction for unit activities, plans, priorities, and workflows, establishes, revises, and implements policies and procedures. Serves as resource person and advocate for topics relating to or affecting the unit, including resolving problems affecting the unit. Monitors, analyze, evaluate, and communicate staffing, space, equipment, and fiscal needs of the unit. Manages the General Assistance budget for the unit. Develops and sets performance standards with staff. Provides guidance on performance standards, policies and procedures for the unit. Provides training and revision also recommends professional development opportunities to supervisees.
Plan, implement and monitor the service quality activities in accordance with guidelines agreed with the Head of Department and Management, also ensure that the quality of customer service remains highest and that the organized activities contribute to meeting or raising service quality standards, submit an annual plan and progress report on service quality activities (with clearly stated objectives), monitor service standards and feedback trends and provide regular reports to departments and senior management. Assist the organization/departments to identify areas of improvements through close analysis of critical/recurring process/people lapses.
Monitoring and supporting over 300 branches over the kingdom wide, manage the DTD planning, operation and problem-solving for the engineers to meet with the required service level components, supervise the workload for the 9 staff working 24/7, allocating team members to optimize service provision and administrative support across the kingdom wide, ensure that the team follows established procedures for each service request, including logging, processing and progress.
Supervise and monitor and solving any problem related to our LAN & WAN Network, coordinating with support on site to check the local connections, coordinating with 3rd parties for communications failures. Solving ATM connection problems.
Working as Technical Support Engineer for solving all application error remotely and related to our systems.
Involve in all the administrative works in Information Technology Department, also working as technical support.
Bachelor degree in MIS
(CCNA) Cisco Certified Network Associate Cisco ID number is (CSCO11413685).
English Language Intensive Course from AOU.
(MCSE) Microsoft Certificate System Engineer courses in Windows 2003.
(MSS) Microsoft Support Specialist courses in Windows 2000 Advance.
