Country Gateways Manager
FedEx Express
Total years of experience :14 years, 8 Months
Country Gateways Manager
SAB Express license of FedEx Express & TNT Express
Saudi Arabia
• Managing Country Gateway operations
• Dimensions: + 150 Employees
• Manages the achievement of defined business goals, including critical customs regulatory compliance for an assigned area of a complex Customs Clearance and Brokerage Operation. Involves establishing effective relationships within Customs/other authorities and leading the negotiation process to obtain simplifications and concessions.
• Optimizes business opportunities and the Customer Experience by leading/ participating in assigned projects to develop and implement innovative and customized solutions (brokerage services, new/enhanced automation, engineering of processes etc.
• Focuses on developing and applying the competencies needed to provide service excellence, including the leadership skills needed to promote the company philosophy and engage and develop a motivated Team who deliver the required results.
• Complex regulatory requirements include customs, road/air transportation.
• Organization & improvements of documentation process
• To organize & consistently improve on our daily practice which will be significant against competition in terms of how we complete current practice & continue / enhance these processes
• Work Processes and Procedures
• Analyze the basic clearance concepts and steps for work simplifications; simplify the complicated clearance procedures through adequate work distribution.
• Outbound Service Parameters
• To manage, measure & take corrective action in order to ensure that our outbound service meets customer requirements & our group standards
• Inbound Service Quality
• To organize, measure & take corrective action in order to ensure that our inbound service quality meets Customer requirements & group standards
• Dealing with possibilities and obstacles properly and suitably in order to perfect and optimize the profits of the establishment
• Strategizing the application of human initiatives and business constituents
• Creating permanent plans that reshape the issues and possibilities while revolving around modifying and altering trading status from time to time
• Executing the business operations, processes, methods, procedures and transactions of the organization
• Administering and directing the establishment's international operations
• Ensuring stable and good relations with and among the associates and subordinates
• Recruiting new employees and instructing them on the enforcement of new rules, principles and regulations
• Handling multiple members, associates, subordinates and unitary sections of the establishment
• Making sure that the trading policies, operations and workers of the company agree with and obey the rules and policies of that specific area, and gateways
• Creating, developing, enhancing and dominating the methods and processes of the trade operations executed
• Making sure that suitable and standard equipment are available to produce commodities and services that meet the client requirements
• Formulating documents that give the present status of the machineries and other provisions of the company
• Arranging monetary funds to develop business within the organization
• Interacting with the other departments management and discussing all the facets of design strategies
• Strategizing the temporary and permanent operational aims and objectives of the company and meeting them
Resource management
To ensure resources in place to meet and exceed internal and external service levels at all times.
To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employees’ satisfaction.
Organization & improvements of documentation process
To organize & consistently improve on our daily practice which will be significant against competition in terms of how we complete current practice & continue / enhance these processes, within rules and regulation of the country for all gateways.
To share the information and educate sale, customer services the rules and regulation which given by customs officials of documents needed for clearance for each gateway
Work Processes and Procedures
Analyze the basic clearance concepts and steps for work simplifications, simplify the complicated clearance procedures through adequate work distribution.
Service Quality
To organize, measure & take corrective action in order to ensure that our inbound service quality meets Customer requirements & group standards
Professional Image
To convey a professional image at all times which is responsive to customers’ needs & comply with group standards
Governance of PUD(Pick up and delivery), WH & Office, Customs & Security resources and service performance
Governance of PUD, WH & Office, Customs & Security Governance structure, control and optimization
processes (within the depot and gateways) to ensure these expenditures are monitored and controlled in an
optimal way. Activities of responsibility for PUD, WH & Office, Customs & Security are:
Manage PUD, WH & Office, Customs & Security Resources efficiently
Manage the PUD, WH & Office, Customs & Security Resources to ensure resources and cost are properly
Managed. Activities of responsibility are:
Standardize and Optimize PUD, WH & Office, Customs & Security Processes
Execute the PUD, WH & Office, Customs & Security processes
Strategy Implementation
To implement the Entity Customer Service strategy and operating plan within the contact centre, to ensure business unit and global consistency of customer service practices, and high standards of Customer Service performance.
People management
To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employees’ satisfaction.
Contact Centre resource management
To effectively plan and manage resources to meet and exceed internal and external service levels at all times, and to provide excellent accessibility and service to customers.
Process management & implementation
To deploy and monitor Customer Service processes policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences.
Financial management
To manage the contact centre budget in line with Working Capital Management principles in order to create value to the business and shareholders from the Customer Service organization.
Call Centre
To Setup the call center and its components:
Business plan, Recruitment plan, Location, Infrastructure and Technology
• Planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff
• Training the staff on better serving the customers
• Handling the most complex customer complaints or enquiries.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• handles the call center operating budget and dealing with vendors
Quality Assurance.
• Setup the policies and procedures of the call center staffs
• Set the KPIs (Key Performance Indicators) for the call center and work in achieving them.
• Monitoring random calls to improve quality minimize errors and track operative performance.
IT supports.
• Participate in IT and technical requirements of the call center.
• Dealing with Vendors & Technology provider's
• Work closely with suppliers & colleagues to research & develop the full range of technological solutions available to the CC, implementing necessary amendments to system parameters in response to changes in policy & practice.
Reporting and monitoring
• Recording statistics, user rates and the performance levels of the centre, and preparing reports.
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
• Analyzing performance statistics and making decisions on the basis of these statistics
Achievements
Reaching the S/L to 97.04% in the call centre
Setup, planning and managing sourcing call centre
Customer Care
• Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants.
• Communicating politely with customers by email, letter, face to face, and telephone.
• Handling all customer complaints or major incidents, like customer ill health problem or a security issue.
• Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of customers.
• Providing advice and help to customers using the services of the organization.
• Issuing refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers.
• Supervising customer service teams, learning about the services of the organization, and following up-to-date with modifications.
• Giving training to over 85 staffs to deliver excellent customer service and involving in staff appraisals and recruitment process.
• Developing customer service standards, policies and procedures for the customer service department.
• Making training manual for all staff for company products
• Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
• Analyzing data or statistics to identify the customer service level, the organization is providing.
Operations
• Managing CCTV system, placing cameras, monitoring, and dealing with vendors
• Managing vehicle tracking system via GPS and GPRS
• To help the call centre technical wise by troubleshooting, installation, and IT related
• To handle escalated calls from agents.
• Preparation of MIS/Shifts schedules
• To manage the floor effectively and ensure that all agents are logged in and taking calls
• To Co-ordinate with respective branches and departments for solving customer queries.
• To ensure that sufficient leads are generated and send to ADCB Sales
• To handle customer calls when a customer's requests to speak to a superior
• To have a positive attitude and confidence while dealing with customers telephonically.
• To maximize on the returns and minimize the risk to the Bank while enhancing relationships for the bank.
• To provide Internal and External customers with accurate information regarding ADCB products.
• To capture complaints and forwarded them to Service Quality Team
• Train the new joiners and run refresher courses for existing agents.
• Acting Team Leader
Computer since