Senior Manager - Head of Distributing Channels and Call Center
Jordan Ahli Bank
Total years of experience :27 years, 4 Months
Main achievements
• Set Up Call Center (responsibility included RFP document preparation, filtering vendor proposal, GAP analysis, project management)
• Fully responsible on selecting the suitable vendor with the suitable contact center solution
• Revamping Online Banking and Mobile Banking application with new lock and feel
• Enhance ATM Performance through proper monitoring and follow to achieve 95% ATM availability
Duties
• Setup and Launch the Remote Banking Channels (Contact Center, Internet Banking, Mobile Banking, ATM network, social media communication)
• Responsible of the Retail Banking Team in the core banking project
• The remote channels will service Retail / SME / Corporate customers
• Developing out Bound Team
• Span of Control 30+ team members - the center is still under development
• Tadreeb is a Jordan Based Company, launched in 2012 aiming to provide Training and Consulting Services focusing on Face-to-Face and virtual business modules.
• Partner in Tadreeb
Main achievements
• Re-engineering the Call Center to best utilizing both Inbound and Outbound team
• Today, the Call Center is handling 1 m calls on average on monthly basis with average of 3 sec ASA and 1:54 minutes ATT
• Awarded as “Best Customer Service & Contact Center in the Middle East - 2009” by “Banker Middle East”
Duties
• Manage a team of 200+ agents and team leaders covering inbound / outbound / retention / lead referral teams
• Implement cost per call for both inbound and outbound calls
• Design call center staff carrier path (internally within call center and to other departments)
Main achievements
• Setup and Launch the Call Center (call center went live in April 2004)
• Successfully lead the Call Center for the “Center of Excellence” certification (Benchmark Portal - Purdue Univ), by being the first Inbound Banking center in the Middle East for such certification
• Today, the Call Center is handling 1.8 m calls on average on monthly basis with average of 3 sec ASA and 2:54 minutes ATT
• Our Customer Complaint Process in Call Center has been implemented across the Bank
• Some of our Team Members has been selected to participate in the Customer retention Program due to their Customer Experience
• Awarded as “Most Evolutionary Call Center - 2007” During the 2007 Middle East Call Center Award 2007 by Insights - Dubai UAE
• The first Banking call center to Launch “Speech Recognition IVR” service “Bilingual Arabic and English”
Duties
• Develop and enhance sales process in call center for 2005 (call center is doing 300+ monthly credit card) (we are in the process to design a sales process for cars and other Islamic finance products)
• Design call center staff carrier path (internally within call center and to other departments)
• Developing out Bound Team
Main achievements
• Due to the successful running of the call center during the setup period I have been promoted officially to Call Center Manager
• Set Up Call Center (responsibility included RFP document preparation, filtering vendor proposal, GAP analysis, project management)
• Call Center achieved in 6 month period 300 sales leads on average monthly basis to sales force team which increased their sales target with AED 4.0 m .
• Fully responsible on selecting the suitable vendor with the suitable contact center solution
Duties
• Running Call Center (including writing the procedures and obtaining all necessary approvals from Legal, Audit, and Risk Management, and the required coordination with other departments)
• Develop and enhance sales
• Handle the operational aspects of call center
• Call Center Manager in charge
• Root cause analysis of all customer complaint and looping to product managers in different sectors to rectification and development
- Analyze and process Credit proposals in line with the Bank;s credit polic,
- Review loan files to ensure proper documentation,
- Follow up on the audit findings to ensure that rectifications and actions are taken on timely manner,
- Prepare exception reports,
- Conduct operational reviews and audits,
- Follow up the deficiencies and analyze the legal status of each and every issue and formalities that should be taken for certain products,
- Update the branches for the bank’s new policies and explaining the useof it,
- System data auditing,
- Provide assistant for the internal as well as the external auditors,
- Contibuting with the Marketing and the Credit Department in adjusting and updating the product policies and parameters.
- Consistant application of credit policy and maintaining high quality of underwriting decisions and documents held as collateral.
- Resposible for recomending changes / improvementas in credit policy as well as operational procedures
- Floor management; agents on line coordinating for agents performance, and availability.
- Training and Coaching; Taking the initiative of keeping the agents updated with the new products and promotions.
- Quality and performance assessment; daily reporting of the agents rating to management.
- Auditing & reviewing documents (forms) lodged to other departments by the agents.
- Doing the system maintenance according to a higher given authorization level than the agents.
- Interact with customers over the phone to understand their banking needs.
- Provide customer service to achieve customer loyalty.
- Resolve problems over the phone on spot using empowerment of fee waiver, reversal of charges and some discretionary power with interest rates.
- Convert sales opportunities in order to achieve financial targets.
- Clarify and explain procedures and products over the phone.
- Capture and report customer feedback towards continual product development ( using this feedback to process changes to be made on products, services and process )
- Auditing over the six working agencies in the name of the company, in regards of:
1- Insurance Policy issuing (all types of insurance policies: - Marine, Fire, Glass Policy, Contractors Insurance, Money Insurance, etc.)
2- Prices of the policy
3- Terms and conditions for the products insured
- I was given the power of signing on the proposal of the policies for some of the agencies
- Training the new comers on the products
- Meeting with the foreign customers of the company
Master of Business Administration