Assistant General Manager
National Bank of Oman
مجموع سنوات الخبرة :20 years, 10 أشهر
Continued from previous section.... Team Management • Develop and implement strategies to build team effectiveness by promoting a spirit of cooperation between team members; monitor performance & provide productivity feedback. • Conduct regular meetings to set up and communicate performance objectives; manage, coast, direct and motivate team branch staff to promote and maximize sales opportunities. • Monitor interaction of internal teams with bank’s customers to verify procedural and documentation compliance and identify bottlenecks in the delivery of exceptional customer service. • Guide and train team members, and update them on banking policies and procedures; assist them in maintaining good customer relationship.
Bank Operations
Looking after entire bank operations
Looking after Entire Bank Operations at Oman and organization international branches UAE & Egypt .
DESIGNATION CHRONOLOGY: • Jul 2014 - Present: Assistant General Manager • Aug 2013 - Jul 2014: Head of Retail Operations HIGHLIGHTS: • Successfully streamlined operations workflow and introduced STP (Straight-Through-Process) to all operational processes, thereby enhancing process workflow, integration, managing operational costs and enhanced productivity and efficiency. • Significant contribution in enhancing TAT, reducing / limiting / re-allocating human intervention on daily transactions processing, and enhancing the quality of inputs/outputs positively through introduction of Straight-Through-Process (STP) that positively reflected on organization's performance. KEY RESPONSIBILITIES: Strategic Planning: • Conceptualize and implement competent strategies to penetrate new accounts and expand existing ones with a wide range of banking products and services. • Develop corporate goals, short-term and long-term budgets, and formulate effective business plans for accomplishment of targets and goals of the organization. • Devise and implement policies and procedures for business growth and profit generation for the bank while reducing overall costs. Bank Operations: • Lead six sections of the bank that support entire banking services including Branch Operations Support, Central Operation, Retail Credit Admin, Cards Operations, BCSB Support / Reporting and Islamic Banking Operations. • Oversee wholesale operations and contribute to activities for several functions including corporate credit administration, corporate branch administration and corporate cash collections division. • In-charge of handling transaction banking operations and supervising activities across alternative channels to ensure steady growth in revenues. • Direct the ATM refilling activities across various locations in the region, coordinate transportation facilities to ensure safe and secure transfer of cash reserves / resources to required locations in the prescribed manner. • Provide leadership to a large team in overseeing all aspects of retail banking / wholesale banking operations including planning and directing operating budget, business planning and strategic development. Customer Engagement: • Set high expectations for the staff for excellent customer service delivery and hold departmental heads accountable to the measurable results associated. • Lead service operations to render and achieve quality services; provide high level customer support by responding to and resolving customers’ queries & issues, ensuring minimum turn-around-time (TAT). • Establish and maintain healthy business relationship with the top-tier clients of the bank; understand their requirements and guide them on suitable banking products and services. • Conduct surveys, assess the customer feedback, evaluate areas of improvement and provide critical feedback to the team for improvement and to achieve higher customer satisfaction matrices. System Enhancement & Reporting • Review and analyze business processes, identify areas of improvement and accordingly establish/re-structure processes and procedures to augment growth and profitability. • Evaluate and implement new systems to ensure smooth functioning of banking operations; spearhead various process automation initiatives, thereby enhancing process workflow and efficiency. • Supervise the preparation of various business reports to apprise top management of the regular branch operations and assist in critical decision-making.
Highlights: • Significant contribution in centralizing all back-office operations and integrating all workflow. Key Memberships: • Member, Top Management Committee - Oman • Member, Business Development Committee - Oman • Member, Compliance Committee - Oman • Member, Human Resources Committee - Oman • Member, Crises Committee - Oman • Member, Credit Risk Committee - Oman • Member, Operations Risk Assessment - Oman • Member, Credit Committee - Oman Key Responsibilities: • Monitored and managed daily operations of the entire bank in Oman including Central Operations, Card Operations, Trade Services, Credit Admin BCSB reporting / inputs, branch support, product & sales analysis, reviewed customer service, security and safety in accordance with the bank's objectives. • Accountable for budget development and administration for the branch; developed and enforced sound policies and structures for the growth of the company. • Developed and implemented long term business plan to ensure continuity of business operations in the long run and to ensure financial success; established priorities, and developed goals & objectives for the branch. • Collaborated with heads of other units to develop best practices for successful banking operations; conducted periodic branch operational audits to ensure adherence to bank and regulatory policies and procedures. • Managed the flow of operations to ensure operating schedules, processing and procedures are met and team is adequately trained; ensured that all operational functions are completed and properly performed by the staff. • Addressed customer issues promptly and efficiently, ensuring excellent customer service delivery; conveyed a feeling of trust, service, security and satisfaction to customer and staff. • Trained staff to provide a superior level of customer services and promoted the service culture through coaching, guidance and staff motivation. • Directed work flow between departments; facilitated regular meetings with employees to discuss goals and operational issues. • Reviewed and analyzed existing banking procedures, identified areas of improvement and recommended changes in processes to enhance operational efficiency. • Supervised, coached and developed employees regarding service expectations, banking policies, procedures, products, systems and other operations.
HIGHLIGHTS:
• Efficiently built strong workflow between the front and back office with no audit comments for one year.
KEY RESPONSIBILITIES:
• Supervised a team of customer service representatives to provide excellent services to customers in a friendly and courteous manner at all times.
• Focused on improving customers’ banking experience by ensuring that customers’ queries and concerns are attended promptly and are resolved without delay.
• Responded to a variety of customer requests and inquiries on banking products and services such as savings, cheque, business and loan accounts, telephone banking, internet services, etc.
• Provided information to customers on their account status and balances; informed and suggested new banking products and services to them; managed cross-selling of bank products and services based on customer needs.
• Developed and promoted cordial relationship with customers and ensured prompt resolution of their concerns, thereby creating opportunities for repeat business.
• Efficiently handled and resolved customer issues escalated by customer service representatives with ownership, delivering the best customer service possible.
• Maintained accurate records of all customer communications and actions taken; maintained a filing system and updated and monitored customer records.
• Managed back-office operations, ensuring that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with.
• Contributed to the efficient operations of the branch through accurate and timely processing of all transactions and account maintenance.
PREVIOUS ASSIGNMENTS:
• Sep 1999 - Jun 2003: Front Office Joiner Officer, Majan Bank, Oman
• Jun 1994 - Sep 1999: Oil Well - Assistant, Essar Oil Limited
• Feb 1994 - Jun 1994: Worker, Schlumberger Overseas
Very Good Results at core subjects of the study program .