Senior Manager- Suggestions and Complaints Dept for Internal and External Customers
Dubai Customs
مجموع سنوات الخبرة :4 years, 4 أشهر
Highlights
• Successfully managed the suggestions department in Dubai Customs for 2000 employees.
• Bestowed with an “Extra Mile Award” in providing excellent customer service in RAK Bank, Dubai.
• Efficiently achieved appreciation for handling large volume of customers when branch staff was insufficient.
Key Responsibilities:
• Rendering unified, scientific and documented corporate techniques for supporting HR proposal and grievances to be pursued by the managers, supervisors and specialists, thereby directing the employee’s suggestions and complaints team whilst delivering exceptional customer service.
• Streamlining operations, devising corporate complaints methodology in accordance with international standards and practices, accordingly formulating “Corporate Suggestions System” for smooth workflow.
• Developing and implementing internal communication methodology for the employee’s suggestion department leading to refined service delivery and customer satisfaction.
• Planning and proposing an electronic system for the complaint department, process map for the employees’ complaints handling system and composing feedback methodology to evaluate employee’s feedback of employees’ complaints.
• Overseeing the implementation of permitted and recommended developmental ideas and suggestions to be followed, thereby coordinating directly with the head of units on daily basis for smooth functioning of the organization in an efficient and effective manner.
• Serving as an active member of two corporate committees inclusive of The Suggestions Committee and The Complaints Committee receiving employees’ grievances.
• Assisting the suggestion department pertaining to awards budget, thus formulating the rewards categorization system, incentives methodology and organizing, managing award ceremonies to motivate the team.
• Delivering exceptional customer service by proactively building customer relations through soliciting feedback and addressing/resolving customer complaints in a timely manner.
Inducted as HR Development Manager and worked up the hierarchy to merit promotion to the position of Manager- Dubai World Leadership Centre.
Designation Chronology:
• Jan 2012 - Dec 2010: Manager- Dubai World Leadership Centre
• Jan 2007 - Jan 2008: HR Development Manager
Highlights
• Played a pivotal role in managing Dubai Leaders Program - Dubai World’s senior level special development programs including alumni of 115 graduates, 70 graduates and 46 graduates in the year 2008 and 2009 respectively.
Key Responsibilities:
• Identified training needs and designed/implemented Dubai World’s senior level special development programs, consequently dealing with Dubai World leadership development strategy and monitored progress against goal.
• Established a learning culture across Dubai world, provided support to ensure the delivery of objectives in close coordination with Dubai world leadership centre team.
• Suggested possible avenues of improving the policies/ procedures for training programs and promoted a strategic approach to leadership development and management.
• Generated, produced latest plan for leadership development by means of new educational services for Dubai world as per standardized procedures.
• Supervised activities of leadership centre team pertaining to hiring, developing, appraising, rewarding, motivating and maintaining a discipline team.
• Administered the deliverance of annual development plans and budget along with implementing strategic plan with the overall goals and objectives of the company.
• Introduced and steered leadership development culture in Dubai World and influential in providing suggestions to the BU managers on identifying potential of the employees and develop leadership skills.
• Coordinated with CEOs and HR managers across Dubai World companies intended for nominations to centre programs and involvement in development of nominees.
• Managed to negotiate with prestigious education institutions, instituted a cadre of leadership talent pool for Dubai World by delivering a robust and market leading development program for senior UAE Nationals.
Key Responsibilities:
• Recognized training and development needs of DW corporate departments and accordingly implemented training plans to meet the current and future needs of the organization.
• Effectively launched training and development department objectives and strategies of the organization, handled and controlled Dubai leaders program carried out at senior level management across DW.
• Performed nomination process for DLP in coordination with the departmental heads and HR manager of business units, imparted senior executive and management level programs in line with business policy and organizational needs.
• Streamlined the preparation of annual budget for the training courses according to employee’s requirement, monitored training activities inclusive of proposing training calendar for the corporate department for efficient workflow.
• Integrated, examined, formulated and implemented brilliant training solutions whilst ensuring strict adherence to organizational policies and procedures.
• Conducted Dubai leaders program (DLP) with regards to professional development of senior managers, efficiently managing overall HR development operations of the organization.
Highlights:
• Instrumental in effectively managing the high net-worth individuals and corporate accounts at Emirates Bank and HSBC with an ability to find solutions to customers’ problems in a calm and efficient manner.
Key Responsibilities:
• Identified primary thrust areas of business banking, through market surveys and competitor analysis, accordingly formulated business plans and budgets in line with company policies and standards.
• Designed and implemented strategic business development plans, recommended improvements in existent setups and quantified achievements in terms of tangible financial benefits.
• Cooperated with the team to execute goals and objectives of the company, inclusive of sales management and provided training to attain maximum performance in the marketplace.
• Explored new business opportunities, devised business development plans to advance the business' mission/ objectives and promote aggressive revenue, profitability and growth as an organization.
• Handled whole gamut of business banking activities including developing and implementing marketing/business strategies to increase revenues/profitability.
• Kept close tabs on market dynamics and competitor activities, identified new business opportunities and recommended action plans to upper management to boost company revenues.
Previous Professional Experience:
• Jan 2005- Dec 2005: T.V. Reporter, Infinity T.V, Dubai, UAE
• Dec 2004- Jan 2005: Relationship Manager/Account Manager, Emirates NBD, Dubai, UAE
• Feb 2003- Nov 2004: Supervisor, Al Shaheen Club, Emirates NBD, Dubai, UAE
• Feb 2002- Jan 2003: Senior Customer Service Officer, RAK Bank, Sharjah, UAE
• Jan 1998- Jan 2002: Customer Service Supervisor, Emirates NBD, Dubai, UAE
Higher Diploma (Canadian ICB)
Diploma in Banking (British IFS) Training Courses and Certifications: • Dubai Leaders Program course • 2008: Leaders in Dubai Business Forum • Managing Multiple Projects, Objectives and Deadlines • Emotional Intelligence • Defeating Procrastination • Productivity Power • Organized for success • Practical Project Management • Creative Thinking • Organization Behavior • Service Excellence • Developing Yourself and Your Career • Team Building • 7 Habits of Highly Effective People • Keyboard Skills • Comprehensive Computer courses • Business English • Banking courses: - Money Laundering, Introduction to Banking, EBI Products, HSBC Products, Counter Measures Workshop, Consumer Credit, Equation and RBS, Banking Operations 1 and 2, Clearing and Remittances