Multi Unti Manager
Manoushe Street
Total years of experience :12 years, 2 Months
• Managing existing and upcoming locations of Man’oushe Street in Oman.
• Implementing and maintaining an exceptional level of customer service, and ensuring that all the staff are trained and aware of all the techniques adapted.
• Checking, recording, and organising the existing and future inventory, this requires floor activity in the warehouse and in the units.
• Following up and communicating with the franchise in any queries, updates, and reports.
• Tracking, managing, and organising all the delivery activities in the units. This covers, dispatching activities, driver’s schedule, and training for the employees on roads and techniques of the delivery process.
• Implementing and executing an extensive schedule of hygiene and cleanliness. This covers the units’ full hygiene from utensils, equipment, communal areas, Dine In area, and FOH area.
• Take action in any recruitment activity for the unit. This involves finding the right candidates with the necessary skills for the required position.
• Record all customer complaints, and make sure to resolve each and every complaint in a manner that will not impact the service and the overall reputation of the restaurant.
• Print all the required reports after finishing your shift, and make sure that you always double check the cash and card reports before handing over. In addition to that, ensure that all the franchise forms and paperwork is always up to date (Daily Briefing, Chillers Temp, Customer Complaint Sheet…)
• Organise and plan the working schedule of each unit. This involves an efficient and effective planning of employee’s schedule that will ensure flexibility and proper level of productivity.
• Ensure all paper work is completed to a high standard.
• Daily Quality and Quantity inspection of (Food, Tables, Chairs, Internet, electricity, machines…).
• To work as directed by the management of Al Fateh Investments at the locations required.
-Oversee and manage the delivery function for all restaurants
- Forecast delivery volumes, by analyzing historical deliveries and budgets, to plan team size and staffing schedules for restaurants.
- Monitoring random calls to improve quality, minimize errors, and track operative performance.
- Responsible for sales & analysis reports on timely basis.
- Developing ideas, providing assistance in marketing plans & ensuring the execution of marketing & promotional plans
- Customer Oriented and handling the most complex inquiries.
- Proper implementation of zoning and mapping systems.
- Advising, studying, and recommending delivery expansions.
- Responsible for delivery tracking system implementation in all delivery outlets.
- Monitoring the delivery checklists and reporting it to the Director of Operations.
- Ensure proper handling of food during the delivery process to maintain high hygiene standards.
- Develop best practices in delivery services such as maintaining customer database
- Ensure proper maintenance of equipment and vehicles used in the delivery function Manage the distribution of menus to maximize revenues
- Record and provide customer feedback to relevant managers at the concept
-Hiring, training, coaching, and leading call center representatives as they provide support for customers.
-Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
-Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
-Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
-Authorizing replacements or refunds.
-Taking on other tasks or projects to support employees, other managers, and call center operations.
Manage the call center by assisting the agents to deliver an exceptional customer care to
the customer through continuous training and coaching about new techniques. As well as
measuring the overall performance of each agent and set an action plan to enhance his
performance.
● Handling escalated complaints and ensure 100% of customer satisfaction of unsatisfied
customers.
● Attending operational meetings and provide a clear visual to the management about the
call center growth as well as the customer service part.
● Reporting to the higher management about the overall performance of the whole company
for all branches about daily, weekly and monthly complaints, outbound calls and zones
performance when it comes to sales and this stuff.
● 24/7 customer care center, 5 languages, 50 employees are my daily bread.
Leading my team to create new marketing solutions to our clients and provide them with a genuine marketing ways in order to grow up a good relationship with the clients and open new markets to the business through the following:
*Plan marketing and branding objectives.
*Prepare MARKETING STRATEGIES alongside other company executives and staff.
*Analyze market trends and recommend changes to marketing and business development strategies based on analysis and feedback.
*Oversee creation and delivery of press releases, advertisements, and other marketing materials.
*Supervise design print ads and publications.
*Deepen relationships with all media to ensure the most effective messaging and positioning of the organization.
*Lead all areas of content generation and production across all media platforms.
*Provide front end non-technical support for Internal and External Customers.
*Follow and handle procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
*Create research and update service requests.
*Route service requests to appropriate product support teams.
*Interface with Global support teams and Field personnel.
*Implement escalation procedures as required.
*Execute Business Continuity procedures, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, etc.
*Perform contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
*Manage a team of 15 advisors in Operations. Monitor and evaluate calls to understand AOIs/improvement needs and provide feedback/coaching to improve performance.
*Deliver to the KPI targets for the team and LOB. Effectively manage his/her team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities.
*Highlight the key risk issues and propose how Risks can be mitigated and / or managed properly.
*Ensure full adherence to the credit policy and governance regulations set by the CBE and by my bank regarding the different credit rule.
*Verify all the necessary documents required by the CBE and to implement the credit review and assessment.
*Deliver high quality and consistent credit applications.
*Check the financial data on spread sheet.
*Make the necessary spreading to generate the key ratios to be used to evaluate the customers' financial status.
*Check the companies' financial performance color: such as of liquidity, profitability, credit history and cash, in addition to other income as Growth Factors, quality of management, market share, and Potential Risks of industry.
*Develop practical solutions and appropriate credit (lending structures) thru understanding customers' needs, delivering the credit risk analysis in line Agreed with business needs.
*Develop and maintain a close working relationship with relationship / account managers providing guidance and advice on structuring and risk mitigation.
*Work in partnership with Colleagues Anticipate and proactively, and respond to Seek to Exceed the expectations of internal customers.
*Selling credit cards, personal loans, car loans, housing loans and other banking products to the individuals.
*Achieve my target and exceed using my skills and my database as well.
*Follow up with customer to ensure that they are happy with the product and solve issues for them if any.
*Coordinate with my team to develop a strong team work and help others to achieve their targets.
Business Administration
