Operations Manager
Ebank
Total years of experience :13 years, 1 Months
• Provide Direct Customer Support through various channels.
• Investigate and resolve customer complaints and queries - particularly the esclated ones.
• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
• Continuously monitor the performance of the team, and craft tailored development plans for each member.
• Oversee day to day performance and workflow,
• ensuring SLAs and targets are met.
• Create a healthy and comfort work environment.
• Support Process Improvement and contribute to process optimization.
• Support team members by answering questions and providing knowledge or solutions.
• Monitor adherence and conformance to shifts and schedules.
• Participate in budget build up.
• providing sales team members with tips and training to achieve a competitive edge in their industry.
• verify the transactions executed by the operations team
• AML ( anti money laundry ) officer in the branch, has the responsibility to file a report within 30 days regarding any account activity they deem to be suspicious or out of the ordinary.
• review on a monthly basis the draft, payable checks reports
for all tasks related to L/C’s & L/G’s & form 4 and documents for collections
•Manages team workloads in order to meet goals and deadlines. Develops plans to increase efficiency and reduce costs.
•Handle all financial transaction
•Handle checks payments presented through client or central operations
•Execute internal outgoing transfers between accounts
•Issuing drafts
•Review and reconcile all irregular accounts
•Support customer service to avoid mistakes and solve problems
•Reconcile the outstanding balance between branches
•Receive checks & deposits from clients
•Responsible for CBE reports
•Responsible for all AML activities & reports
•Responsible for all tasks related to general accounting like debit, credit, transfer& settlement all general ledger accounts
•Register the daily journal
•Refer retail and corporate business to increase the branch profitability
•Ensure service excellency
•Contribute to the profitable growth of the bank in line with the strategic guidelines and bank procedures and policies ( including expense control, staff management, goods production and department supervision.)
•Support cash area
•Works as
1. Welcome customer to obtain information and explain available services
2. Cross selling all the bank’s products
3. Ensure service excellency
4. Open all types of accounts
5. Handling all inquiries received from clients
6. Receiving complaints from customer
7. Contribute to the profitable growth of the bank
8. increase the branch customer base
9. perform an outside calls to increase branch customer base
10. answer all customer inquiries and correct errors
11. solve client’s problems
12. provide superb customer service by leading and motivating the
customer service team, developing loyalty programs, and creating
customer satisfaction goals.
13.Helping to build good customer relations
14.Recruiting staff and doing appraisals
15.Training and development
16.Handling complaints and queries (from customers and staff)
17.Sorting security issues
18.Financial responsibilities
19.Arranging promotional events
insurance and financial practice by establishing professional networks and prospecting for new clients.
•sell non life insurance policies to their homes, offices, companies
Life insurance specialist in bank (PNB Paribas) NBD Bank now, Cairo, Egypt
.