عصام بهلوان

Relationship management

• Responsible for creating customer awareness in the market for solar system product.
• Responsible media and social media advertising.
• Do full marketing research to know our competitors and search for new project in the market.
• Supervise and manage sales and marketing representative’s works.
• 360 marketing management.
• Follow up with clients, monitoring valued client requirements.
• Identify coming Exhibition & new events opportunities for the company.
• Conducted market research to identify trends in the industry, gathered information, organized special marketing, advertising plans and sales projects and coordinated their execution.

o Responsible for getting new contracts for the company (sales).
o Responsible for purchasing materials required (ordered) by engineers for their projects.
o Do full budgeting regarding new projects.
o Dealing with clients, monitoring valued client requirements.
o Responsible for arranging labors to the company.
o Plan and prepare advertising and promotional material to increase sales of service, working with customers, company officials, sales departments and advertising agencies.
o Conducted market research to identify trends in the industry, gathered information, organized special marketing, advertising plans and sales projects and coordinated their execution.

1- Supervise and follow up on the retail products offered by the Bank such as Audi-on-line, NET Account, car loan and personal loan.
2- Responsible for branches & ATM’s relocation and expansion.
3- Acquire the necessary approvals and coordinate with the Central Bank when opening a new branch in order to register it and complete the required documentation.
4- Supervise the work of the Engineering Department and ensure that equipments, safe boxes, etc. are located in their right places.
5- Do full budgeting regarding opening of new branch.
6- Responsible for purchasing counting machines and cash safes.
7- Issuing Internal Memos upon the opening of the branch specifying the distribution of keys, combinations and security codes for ATMs and safe boxes.
8- Audit daily journals received from branches.
9- Managing cash center unit by coordinating with the branches on a daily basis in order to review their balance, report any excess of cash and handle its transportation, decide on the sum of money to send to the Central Bank and follow up on the issue with the Treasury Department.
10- Provide new employees with an extensive training program on the Bank’s software, policies and procedures, operations service quality, KYC and other Anti-Money Laundering (AML) and products in order to prepare them assume their new tasks and duties.
11- Assist marketing department in their campaigns for new branches.
12- Responsible for SOS team in training, managing and supervise customer service team while filling the vacancies of branches employees.

Handled several profiles within the organization within a short span, including those of call centre team leader and managing traditional banking channels (ATM).

Highlights:
• Consecutively bagged the Service Quality for Jan, Feb. and March 2006. Also awarded 6 awards during tenure within the call center department.
• Was the project manager for outsourcing ATM management and cash replenishment.
• Was in-charge of project pertaining to ATM remodelling within the surrounding area.
Responsibilities:
• Managing all aspects of the project, conducting feasibility studies, brainstorming ideas on branding and modelling of the ATMs.
• Responsible for the internal and external layout of the branches, as well as monitoring the performance of ATMs throughout.
• Planned phase-wise expansion of the ATM network, scrutinizing possible sites and directing re-location of ATMs.
• Designed training schedules for employees pertaining to usage of channels, maintained training records and a database of training programs. Directed, oversaw, monitored and evaluated the activities of personnel.

Key Current Responsibilities:
• Maintaining and developing enhancements to the various e-Channel platforms within the Bank i.e. internet banking, phone banking and SMS, as well as ensuring their optimum functioning. Reporting on the same to the head of e-Channel department.
• Monitoring and reporting systems efficiency and adherence to regulations. Following and demonstrating compliance with all relevant internal and external rules, regulations and procedures that apply to the policies and procedures of the organization.
• Compiling and submitting monthly reports and updates to the upper management. Monitoring traffic of customers migrating to e-channels form traditional banking channels.
• Suggesting solutions and alternatives to circumvent actual or potential bottlenecks. Following up with the IT department regarding technical and website malfunctioning.

Key Current Responsibilities (Cont.):
• Evaluating the performance of the call center department and the quality of the service offering, ensuring
• Conducting market surveys, research as a precursor to re-evaluating continuance of existing e-Channel services, as against those offered by the competitor.
• Spearheading market researches, managing project conceptualization and inception, especially with reference to launching SMS banking service, through precise media management techniques and multi-layered sales infrastructure.

Past Responsibilities as Contact Center Team Leader
• Customized packages (mainly in retail banking) in view of client requirements, associated business risks and long term prospects.
• Offered superior client service and ensured total customer satisfaction by coordinating the various departments of the company. Cross sold products and followed up on referral business to expand client base.
• Monitored the service levels among the on the AVAYA system, ensured adequate level of motivation among them. Made sure that client queries and complaints are solved and escalations are prevented.
• Led and trained, existing as well as new department personnel joining the organization on the various aspects of selling strategies, operations and systems information.

• Responsible for managing the sales and marketing of company’s real estate, by developing marketing /sales strategies, and leading the team to maximize turnover within stipulated geographic areas.
• Conducted market research to identify trends in the industry, gathered information, organized special marketing, advertising plans and sales projects and coordinated their execution.
• make deals with real estate owners for full sponsorship for their properties.
• follow up with properties buyer to close the deals.

Responsibilities:
• Responsible for managing the sales and marketing of company’s products in assigned areas, by developing marketing /sales strategies, and leading the team to maximize turnover within stipulated geographic areas.
• Plan and prepare advertising and promotional material to increase sales of service, working with customers, company officials, sales departments and advertising agencies.
• Performed market analysis, business performance assessments, trends and other information as appropriate. Provided regular reports and analysis to senior management on business development activities.
• Spearheaded strategic above the line and below the line marketing ventures to optimize sales, enhance market penetration and ROI while ensuring optimum customer satisfaction indices.
• Conducted market research to identify trends in the industry, gathered information, organized special marketing, advertising plans and sales projects and coordinated their execution.
• Hired, supervised training of new recruits, managed their appraisals nad updated employee records.

Other Working Experience:
• Marketing Researcher - Techno Stream (Oct.'04-Nov.'04)
• Trainee - Royal Index (May '04-June '04)
• Trainee - Al Arabi Bank (May '03-Aug.'03)
• Trainee - AWAFI Food Co. (May'01-Sept.'01)