عبد الله تفاحة

- Train new staff in the department.
- Provide officers/trainees at the department with support, guidance and advice concerning the implementation of daily work.
- Handle audit recommendations concerning bank’s procedures and processes.
- Ensuring performance efficiency in the bank by conducting all the activities concerning organizational/standard documents for the bank’s entities taking into consideration all the banking requirements and regulations, and ensuring quality standards and risk reduction.
+ organizational/standard documents such as:
Policies, procedures, business processes, memos, instructions, job descriptions, organizational charts, forms. Including:
-Preparation/Issuance/development/Modification.
-Obtaining Validation.
-Publishing on the bank’s portal/intranet.
-Periodic revision.
- SOCIETE GENERALE Group standerds (Normative Bank) Activities:
+ Handle the activities of receiving, uploading Normative Bank Versions received from SOCIETE GENERALE Group, and ensure distributing them to all the concerned parties at the bank.
+ Conduct/Participate in Normative Bank Gap Analysis campaigns conducted by the department at the bank.
- Conduct/participate in quality activities (as backup quality officer) such as:
+ Handling customer satisfaction surveys.
+ Managing apology/waiting letters for complaints.
+ Attending the bank quality committee.

- Answer inbound calls as well as assist customers who have specific inquiries.
- Build customer’s interest in the services and products offered by the company like electronic cards, loans, e-services.
- Resolve customer complaints, either directly or conjointly with the other concerned departments.
- Identify & forward customers feedback, and contribute to process improvement.