Assistant Senior Manager
CSC BANK
Total years of experience :15 years, 3 Months
Transformation project is the bank’s vision of enhancing staff, working atmosphere, branch operations and process to create best practice to ensure ultimate satisfaction for all customers. A project developed by McKinsey&Company and being implemented by In-Branch Supervisors.
- Role out Transformation vision to all branch network
- Train branch front line members on the new Tranformation vision
- Insure that branch staff are fully aware & familiar with their new roles & able to meet thier KPI's
- Conduct, supervise and monitor classroom training to frontline staff members, in preparation for transformation rollout.
- Liaise with the Area/Branch Manager to nominate frontline staff members who will be handling the new assignments under transformation vision and design branch hierarchy accordingly.
- Supervise the performance of frontline staff members once they start handling their new assignments, and provide practical/ on-job training as and when needed, in order to shift their mindset towards sales culture.
- Familiarize the concerned branch teams with some sales/ performance monitoring exercises such as conducting morning meetings using white boards.
- Supervise implementation of central initiatives related to transformation vision, such as centralization of assets / liabilities approval and processing to consumer processing unit (CPU), calls diversion to call center and installation of upgraded Queuing system.
- Provide regular feed back to branch management as well as head of transformation office on challenges faced as well as progression of transformation process in the branch.
- Conduct assessment visits to branches undergone transformation as per request from Head of Transformation Office and whenever needed.
Achievements:
Conducted Classroom and on job trainings for 12 branches’ frontline staff, on bank products (credit cards), system (credit cards), sales techniques & customer service etiquettes.
•Managing and monitoring 47 CSR’s & 6 CSO’s
•Monitor calls and provide feedback and corrective action to the CSO’s & CSR’s.
•Appraise and measure staff performance.
•Manage the attendance & schedules for staff.
•Work closely with all departments for improvement root cause analysis and provide Solution to complex problems & resolve them on the spot.
•Follow-up with other NBAD departments/ branches during wrap-up process to ensure Customer complaints are resolved quickly
•Ensure that the department maintains & exceeds the target of 85% service level.
•Ensure that the department maintains & exceeds the target of 90% answered calls.
•Ensure that the department maintains & exceeds the target of 85% in the mystery shopping program.
•Ensure that the department maintains the target of 1 minute average waiting time.
•Ensure that the department does not exceed the target of 2.30 minutes average handling time.
•Ensure that the department does not exceed the target of 5% abandoned calls.
•Ensure that the customers are advised to use other channels so as to reduce dept. traffic.
•Conduct a daily spot check list to ensure that the department is up to control standards and audit ready at all times.
Additional core responsibilities:
•Sanction Credit Card Bonus, Cash Bonus & Cash Cycle based on customer needs and eligibility.
•Work closely with high net worth clients to meet their urgent requests.
•Training and coaching new interns on handling customers, products knowledge, and system.
•Conduct orientation programs for new staff hired for other departments.
•Represents the Department in attending the weekly Retail Banking Group RBG meetings.
•Supports the interviewing process for new hires.
•Assists preparing the annual budget and strategic plan for the department.
Achievements:
•Developed a new Call Center Internal Policy started to work with beginning of December 2007
•Developed a new Action Plan for 2008 after working closely with the internal auditors on the 2007 yearly audit.
•Daily Journal Entries
•Balance sheet & Income Statement.
•Bank Accounts & Reconciliation.
•Payables & Payroll.
•Petty Cash
Exclusive media representative for Middle East Airlines, Air France and British Mediterranean’s
In-flight magazines & televisions.
Internet service provider (ISP), Web hosting, publishing & designing.
Sales Department
•Making direct sales.
•Organizing client’s portfolios.
•Performing presentations of Medias we represent.
Accounting Department
•Petty Cash.
•Receivable & Payable Vouchers.
•Journal Entries.
•Bank Reconciliation.