National Operations Manager
AL Futtaim Finance
مجموع سنوات الخبرة :20 years, 5 أشهر
Insurances operations, Lending operations &
Customer service for the UAE
Directly Managing: Customer service, Operations & Product owner Reporting to: GM of Operations & banking relations.
•Optimizing Lending processes and adhering to UAE central bank regulations
•Ensuring Operational standards are efficient and effectively delivered by the Hubs & Brands
•Continuously leading on Projects for system improvement and automation (CRM systems, IVRs, processing system and Dashboards) for onboarding customers to customer management
•Management of Lending repayments & coordinating with Collection’s team.
•Customer Service and compliant Management
•Training the teams on Credit and Risk process for smoothen the disbursals and processing of AFF’s Lending products & training the associates (Sales and operations)
•Audit Preparedness
•Vendor/Third party Management
•Continuously involved in Process Improvements
•Continuously leading on Projects for system improvement and automation (CRM systems, IVRs, processing system and Dashboards) for onboarding customers to customer management
•Reconciliation, Quality Checks and adhering UAE central bank regulations and maintaining the ISO for certification and the standards
for AFF Credit Cards
Directly Managing: Customer service & Monitoring Customer’s journey with the AFF credit card and identifying areas of improvements in Service Excellence with
NBAD.
Reporting to: Director of Consumer Finance.
•Driving Service Excellence across the Credit Card business
•Managing the relationship with NBAD Operations and Issue Resolution
•Supporting in driving the Employee Acquisition Program for Credit Card
•Driving the Internal Customer Services team performance
•Created and operationalizing the Credit Card Operations Dashboard
•Establishing formal governance framework with NBAD
•Proactively highlight areas of improvement for the credit card program
for Toyota Abu Dhabi region.
Directly Managing: Government relations within the region and being the voice of the Customer to the Toyota Management.
Reporting to: GM Customer Relations & Engagement
•Investigating and resolving customers' concerns, at branch/branches level.
•Analyse complaint trends & proceed with active meetings with relevant department managers to put in place Kaizen measures for improvement on monthly basis
•Reviewing and improving customer facing process per quarter in cooperation with the Branch or the workshop manager (or assigned associate), this process will includes Showrooms, Workshop, Parts and any other departments required and to impact Customer Engagement positively.
•Main contact point for the MOE while ensuring through follow up for all MOE cases
•Main contact point for Legal cases
•To be the voice of the customer within the company
•Making decisions on goodwill spend or vehicle changes due to defects (in consultation with business GMs)
•Final decision-making authority for all customer feedback and complaints
•Promotion of Kaizen activities to understand the root cause of complaints and promote counter measures
•Interfacing with 3rd party institutions such as Ministry of Economy, Dubai Police, RTA and courts to negotiate and influence decisions on customer cases
•Sourcing information on competitor models and processes to assist in the production of relevant training materials for the Magic Moments program
•Managing courtesy cars for customers
➢ MAF Finance LLC.
MAF Finance is a leading card issuer (Credit & Prepaid) VISA & JCB branded including Gift, Payroll
Remittance & Travel Cards in the MENA Region. MAF Finance is 100% owned by MAF Group, one of the largest retail conglomerates in the Middle East & North Afri ca with net asset base of USD 9.3Billion.
for Najm (Visa/JCB/MC cards)
Directly Managing: Operations, Customer Service and Call Centre.
Reporting to: CEO
•Managing the Operations the front office customer service centre, inbound call centre & backend operations.
•Setting up and revising the policy and procedures for backend operations, customer services area to align with the company vision of “best in class service”
•Champion new ideas to improve the customer experience of our customers.
•Recruitment, training & mentoring of call centre agents.
•Capacity planning for Call Centre to optimize the resources with best service standards.
•Responsible for maintaining operating costs of my department within the budget.
•Leading call centre projects like - CRM implementation, incentive planning, KPI tracking as per the agreed SLA levels.
•Recruiting, Monitoring and managing the performances of the CSO’s, SCSO’s, Team leaders, Agents and Managers.
•Communicating and negotiating with external or third-party vendors for various services.
•Working with external mystery shopping company to run a mystery campaign to improve the service levels and benchmark them with internal and external set-ups.
•Working closely with the CEO, Finance Director, IT Manager, Marketing Director, Head of Collection and HR department.
•Identify and implement cost reduction or profit-making solutions for the company.
➢ Noor Bank (
Branch Operation Manager (BOM) for Airport branch Terminal 3 (Consumer Banking).
Managing: Branch Operations and Customer Service.
Line Manager: Country Operation Manager
• Acting Customer Service Manager (CSM) and Branch Manager (BM).
• Assisting the Branch Manager from managing staff and decision making.
• Meet and exceed all the Bank’s set operations and sales goals.
• Setting up the branch and ensuring all the approvals are in place (Such as Central bank approvals, budget approval, departmental head approvals etc...)
• Interviewing for hiring and training appropriate staff.
• Organizing the 24/7 roster for the staffs
• Checking and approving/declining daily transactions of the staffs (E.g. Cash, all sorts of transfers, clearing (ICCS), etc...)
• Maintaining the branch premises and ensuring proper branch security.
• Custodian for the Main vault for AED & foreign currencies.
• Monitoring the issuances of the Cheque Books and Debit cards.
• Monitoring and managing the performances of the CSO’s, SCSO’s, Teller and Head Tellers.
• Maximizing sales performance to achieve sales targets of the branch by assisting sales team in generating, referring business and sales strategies.
• Appointed by Head of Branches to have Regular visits to central operations to streamline process flow for all the branches.
• Contributing towards overall business goals and cross selling all of the bank’s products and services as per the SOP and the Sharia Compliances of the bank.
• 3 months of assisting the reconciling of the Operations clearing team.
department in Network Service centre as a Senior CSD Officer for Premier banking.
•Handling and investigating the root of complaints of the back office with all of the Operations Department procedures and transactions and finding solutions.
•Sometimes also directly speaking to the customers with regards of their issues.
➢ Al Masraf (ARBIFT - Arab Bank For Investments and Foreign Trade)
department in Network Service centre as a Senior CSD Officer for personal Banking:
•Handling and investigating the root of complaints of the back office with all of the Operations Department procedures and transactions and finding solutions.
for one and a half year and one and a half year as a RLO (Retail Lending Officer) for the Dubai Branches, Reporting Directly to the Country Retail Lending Manager and Head of Retail Lending.
•Dealing with Corporate and individual customers.
•Auto finances bases on Conventional and Sharia Compliances’ of the Bank for Corporate and Individual Customers.
•Personal Finances bases on Conventional and Sharia Compliances’ of the Bank.
•Helping in Analysing Financial Statements for the Corporate Managers.
•Cross selling the other products of the bank.
•Introducing new Individual and Corporate clients to the bank for Payroll or other products.
•Getting special Packages approved for corporate and their employees.
•Coordinating directly with credit risk and Legal Department.
•Collection officer for recovering Defaulting Customers.
Rotation in various departments for at least minimum 4 months each: Customer Service Representative Handling:
•Remittance,
•Service Desk
•Inward and Outward Clearing,
•Cheque Collection,
•Teller,
•Trade finance
•Operations Department.
ADD is a provider of popular pay television (Pehla, ART, Firstnet), interactive and digital services across the Middle East, North Africa, and Europe.