Head of Coaching and Mentoring
Qatar national Bank
Total des années d'expérience :30 years, 8 Mois
- Develop and implement the Group’s Service Quality strategy/ plan in close conjunction with the GM Retail Banking and GM Islamic Banking.
- Ensure minimal customer attrition and improved usage of the Group’s products and services by new and existing customers by ensuring high standards of service quality, thereby resulting in growth in business.
- Create Key Performance Indicators (KPIs), for monitoring service quality efforts and initiatives and monitor their achievements on a periodic basis.
- Lead and guide the department’s annual budgeting process.
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• Managing “Sales and Service” for all the Business Network in Qatar
• Ensure Low Risk Rating for branches
• Institutionalize Relationships Management
• Map and assign key relationships to and between pro-active sales & branches
• Profile every key employer and set penetration targets by MBO cycle.
• Strengthen & professionalize the direct sales process
• Build relationship based pro-active sales organization
• Outline clear sales goals and targets
• Roll-out sales Incentive plans & productivity benchmarks to Sales Staff
• Develop core skills to carry out a successful job for all functions and levels
• Focused training revolving around three core aspects of sales and Service
- Manage, control and monitor the business development of Six Branches in Egypt.
- To develop and execute strategies to achieve sales and growth targets through the different distribution channels of the bank.
- To maintain service standards for various customer categories.
- To define Sales target for the branches and monitor the performance.
- To identify and develp opportunities to maximize market share for each branch in addition to setting a target client list for all branches.
- To constantly monitor and improve operating procedures in terms of risk management to obtain acceptable audit rating.
- To attain maximum individual productivity and ensure staff satisfaction.
-Study and implement H.O. policies that promote branches activities to achieve best results, increase credit portfolio and consequently increase branch profitability and attract customer deposits.
-Execute H.O. guidelines regarding banking and administration activities, emphasizing in cost effectiveness and excellent service.
-Prepare staff appraisals, staff rotations, training and improving knowledge and skills of staff.
-Supervise annual returns and balance sheets, annual budget estimations and year plan for branch.
-Chairman of Branch Credit Committee.
-Managing and coaching sales team.
-Setting sales plan, sales script and financial targets for sales team.
-Ensuring sales team has necessary training and product knowledge.
-Identifying sales growth oportunities.
-Setting marketing project plans for existing and new products.
-Identifying new market channels and opportunities.
-Managing marketing segmentation for existing and future products.
-Selling all types of investment products.
-Achieving Financial Targets.
-Handling business development(enhancing new relationship activities).
Strengthening relationship with existing customers.
-Developing/implementing service standards/indicators to upgrade quality of service.
-Developing and implementing a service quality plan for branches.
-Ensuring that all polices and procedures with the branches are implemented by providing service indicators across all branch functions.
-Strengthening sales and service rules by providing proper job training to subordinate.
-Developing/implementing (reward, recognition and incentive scheme).
-Achieving financial targets.
-Enhancing market share of deposits by penetrating untapped market segments.
-Offering privilege high quality service to high net-worth individual and improve customer satisfaction.
-Developing and improve the relationship with key personnel/customers in the country.
-Establishing MIS records for customers.
-Selling all types of Retail Products.
-Achieving set financial targets.
-Providing high quality customer service.