Sales Support Team Leader
Commercial Bank of Dubai
Total years of experience :17 years, 10 Months
- Generate and publish monthly staff performance evaluation reports for direct sales, mortgage, bancassurance and telesales units.
- Ensure under-performance related communications are issued through departmental managers and HR, and maintain records.
- Identify staff for monthly, quarterly, mid-year and annual rewards based on performance.
- Responsible to draft policies and procedures, business cases and memos for management.
- Presently drafted and implemented the performance management policy, rewards and recognition program, and operating procedures, and assisted in the drafting of the sales incentive schemes for 2015 and 2016.
- Review bancassurance service calls to ensure customers are aware of the essential insurance policy features and charges prior to providing approvals for application processing.
- Verify eligibility and approve balance transfer and cash-on-call requests logged by the telesales team.
Assignments
- Responsible to coordinate the service training sessions for all branch staff which included batch creation, timely notification of sessions and obtaining certificates.
- Initiated and implemented a spreadsheet assigning and tracking mechanism of leads managed by telesales.
- Conducted the sales rewards and recognition event.
Rewards & Recognition
- Outstanding Performance 2015.
- Managed a team of 8 members in providing timely and effective resolution of service issues, processing of customer requests and managing the online banking system.
- Assisted the team in addressing customer and process queries, managed escalations, ensured that resources were available to perform daily tasks, provided training of new products and processes, coordinated with units for process changes, and improved the tracking of requests by enhancing the databases and spreadsheet trackers utilized.
- Ensured that customer concerns and requests were taken to closure effectively and within the stipulated turn-around-time by tracking and reviewing statuses, and liaising with units to derive a conclusion in line with the company’s policies and procedures.
- Reviewed and assisted in the investigation of central bank and media complaints, considering the sensitive nature of such concerns. It also involved responding to customers and external sources by drafting letters, vetted through Communications and Legal, outlining the outcome of the complaint.
- Ensured KPI and MIS reports were generated timely for department heads, reviewed them to identify potential areas of improvement, and conducted unit meetings to improve processes.
- Implemented new analytical reports to track and improve the unit’s KPI and set yearly targets for improving service level.
- Ensured that the department’s process document is updated with changes to ensure the updated version is readily available for the team.
- Drafted job objectives, business requirement documents (BRD) as well as user acceptance test (UAT) scripts.
- Judiciously provided financial approvals in line with the delegated reversal authority matrix and non-financial approvals, such as closure of accounts, were provided by accurately reviewing requests.
- Ensured the department functions in compliance with its processes contributing to a successful audit review and track any feedback.
- Conducted monthly & yearly staff evaluation and provided relevant feedback whilst tracking progress of the appraisals.
- Identified and nominated staffs for quarterly awards in recognition of performance.
- Managed UATs and reviewed results prior to the application of updates in the live environment of online banking and in-house databases.
- Managed online banking related queries, issues, and developments.
- Drafted Business Requirement Documents (BRD) and conducted User Acceptance Tests (UAT) of system patches to ensure successful updates in the live system with minimal customer impact.
- Ensured monthly disaster recovery (DR) testing was conducted and the end results documented.
- Coordinated with IT vendors for systems enhancements, scope of work, track progress of projects, and cost negotiations.
- Individually identified and patched the process which stored redundant credentials, contributed towards the launch of the One-Time-Password (OTP) validation, and redefined the registration & login process of online banking.
- Coordinated with marketing to increase awareness of the online system through communications including the website.
- Responsible to create the KPI reports for Service Quality and MIS reports for internet banking.
- Responsible to provide support to Service Quality and Branch in managing the databases utilized as well as excel trackers.
- Conducted yearly appraisals and tracked progress.
Assignments
- Initiated the conversion of excels to databases (MS Access) to track customer requests.
- Managed issues related to the mini e-statement facility for staffs.
- Selected as the sole coordinator for the Dubai Quality Award officials to ensure a smooth and hassle free site visit.
Rewards & Recognition
- Best Departmental Performer 2010.
- Participation in Dubai Quality Award 2009.
- Assisted a team of 6 officers in handling customer requests and service issues by providing advice on course of action, product & process information, handling escalations, and ensuring pending requests are resolved at the earliest.
- Solely responsible to generate the monthly and yearly KPI and MIS reports.
- Conducted team meetings, training sessions and team huddles to share ideas & experiences, highlight areas of improvement, and provide product/system refreshers.
- Re-vamped all the excel trackers and introduced new ones for the day to day activities of the unit as well as the branches and implemented the calculation of turn-around-time.
- Initiated the productivity report to track individual performance.
- Drafted the departmental process document for the unit.
- Designed and implemented new feedback forms for branch customers.
- Prepared customer survey and feedback reports.
- Ensured that the daily activities are carried out in line with the department’s process document, track & update changes, and ensure a successful audit report.
Assignments
- Prepared the standard reports and revamped the excel trackers for the branches.
- Performed the UAT for the implementation of online banking and the HR system to highlight areas of development in the leaves & document request modules.
- Selected as a member of the internal DQA team to ensure the required information for the Dubai Quality Award application was obtained and compiled, by coordinating with all the relevant departments.
Rewards & Recognition
- Awarded for ‘Sustained contribution and team efforts’ - July 2009.
- Reviewed and processed cross sold products by phone banking and retention units such as balance transfers, payment holidays, life & home assurance and smart cash requests through system and document analysis as per the latest credit policies.
-Ensured that requests were processed within TAT and overdue cases tracked with justifiable responses.
-Coordinated with the trainer to arrange feedback sessions for phone banking and retention units to discuss declined request reasons and customer complaints.
- Prepared daily and monthly reports to track sales target achievements.
- Prepared the monthly cross-sell incentives report for the phone banking department.
Assignments
- Supervised the functioning and provided on-the-job training for the newly set up Tele-sales Business Support unit in processing cross sold requests which included highlighting the credit verification points, system processing, generating and maintaining respective reports; validating the projected revenue by the department was also ensured in the process.
- Independently managed the reports of the Motorola promotion to determine the eligible customers to receive the product and was the single point of contact for any inquiries.
Rewards & Recognition
- Awarded for ‘Outstanding Performance & Contribution towards NSBC’ for the month of April 2007.
- Handled customer queries and requests pertaining to credit cards and bank accounts, feedback, complaints and general product information through inbound calls and video conferencing.
- Provided system authorizations to tellers for credit card cash advance requests after verifying customer eligibility.
- Processed financial and non-financial customer requests.
- Contributed in creating customer awareness of existing interactive systems such as the functionalities of the IVR to access basic account information and reduce call volume.
- Assigned to observe the status of the ATM machines, coordinated with IT in the case of issues, and updated the team for managing related customer queries.
- Assisted the team leader in generating the daily and monthly MI reports pertaining to agent performance and punctuality.
- Familiarized new staff with the systems and procedures by being the ‘training buddy’ and allowing them to listen and exchange feedback of live calls.
Rewards & Recognition
* Presented with an Instant Award, on March 01, 2006, for soft skills, product knowledge, customer engagement and quality of service.
The degree will be awarded by Geneva Business School, Switzerland.
The degree was awarded by Champlain College, Burlington, Vermont, USA.