senior customer service officer
البنك العربي
مجموع سنوات الخبرة :26 years, 3 أشهر
Trouble free service delivery of alternative delivery channels maintained within the branch
Ensure that the Management Routines are being followed as stipulated.
Investigate all deviations and exceptions reported in the counter area of the branch. Document them and obtain necessary approvals for their quick resolution
Cash shortage and excess resolution
Recommend process changes, infrastructure changes, and technical equipment and modification in systems.
Checking and approving transfers, clearing chqs
Manage cash area and branch operations
Handling corporate requests as Jabal Ali Branch mainly serving corporate customers
- Responsible for Retail projects and its proper execution
- Follow up with all Divisions about their projects and its update
- With coordination with Head of PMO, Ensure that all CEO’s and board directions followed and all initiatives take place as projects with proper follow up to be completed within budget & time
- Review and provide analysis about retail products, branches performance and controling issues and solving audit comments .
5 January 2011 to Date
Mashreq Bank
HO (Dubai-UAE)
Assistant project Manager - Core Banking
• Handle assigned tasks on own. Responsible for the end to end management and timely completion of tasks assigned
• Ensure consistency of processes is within approved standards and consistent across tasks.
• Tasks relate to banking operations deliverables, service enhancement and other business priorities and managed within the constraints of scope, quality, time, and cost, and delivered against specified requirements.
Key Result Areas in my work as APM
• Responsible for the management and timely completion of Core Banking Program tasks assigned
• Ensure adherence to standards in delivery of assigned tasks documentation, reporting, audit, MIS.
• Maintain and publish progress reports of all assigned tasks
• Escalate obstacles, conflicts, constraints to appropriate levels
• Manage and Reconcile project cost code.
• Responsible to assist the respective business units to finalize the Process flow document/end user training materials.
• Ensure that all Requirements Specifications & Functional specifications FS documents are reviewed and signed-off by core team and working committee members within the time frame.
• Coordinate & consolidate list of requirements as per business unit & discuss requirements with the vendors in time.
• Responsible to verify mock data migrations/cleansing & identify upload issues and ensure rectification of these issues to re-test the same
• Coordinate with business for review & finalization of completed templates for product parameterization.
• Co-ordinate and participate in the various testing activities and ensure that all key deviations identified are documented and taken up with the vendors. Proper testing is conducted and all bugs identified, rectified and re-test.
• Ensure that all activities related to Core Banking Program are completed within the agreed timelines as mentioned in the program plan
enhance and maintain overall branch service levels
⇒ Manage effectively all the people elements i.e. SSO, SSR, CSSs and the branch processes for a trouble free Branch operation.⇒ To Manage a branch with its customer base
⇒ Ensure adherence to policies and processes for achieving an acceptable risk rating for the Branch. Monitor deviation in Branch Policies/Processes and take immediate action
⇒ Build relationships to retain all customers.
⇒ Tracking and analyzing monthly performance on Key Performance Indicators (Customer Satisfaction, CVI and Retention and Risk management) for the Branch and communicate regularly to head office.
⇒ Monitor and analyze customer attrition and maintain it at the lowest level.
⇒ Day to Day branch management for a problem free customer interaction.
⇒ Track, monitor service Indicators. Analyze and action their failures.
⇒ Ensure Problem Resolution within set turnaround times.
⇒ Ensure acceptable audit rating for the branch.
⇒ Implement an objective performance based assessment to motivate high performers.
⇒ Trouble free service delivery of alternative delivery channels maintained within the branch (ATM, POS, Speak out Phones)
⇒ Ensure that the Management Routines are being followed as stipulated.
- handle customers and resolve issues through direct interface.
Manage a team of Counter Service Specialist.
- Internal and external auditors for satisfactory audit rating.
cting authority in the Branch In the absence of the Local Market Manager
Problem solving
• Investigate all deviations and exceptions reported in the counter area of the branch. Document them and obtain necessary approvals for their quick resolution.
• elated inquiries and complaints.
• Cash Management problems.
• Regulatory & compliance issues.
Decision making authority & responsibility
21 March 1998 -10 August 2003 Arab Bank (Amman - Jordan) - Shmesani Branch Customer Relation Officer - CRO
• Work in different areas in Customer service, Accounting, LGs and Remittances
• Handling customers transactions, opening accounts, controlling fixed deposits, taking care about reconciliations between branch and head office in accounting department
• Full training in all bank departments to work as Branch replacement covering staff leaves / shortage in different departments
1994-1998: BA Economics, University Of Jordan (Amman - Jordan) - Cumulative Average: 3.58/4.00 first ranking in Economices 1998 class