Senior International Project Manager
International Service Check
Total years of experience :23 years, 2 Months
Plan, coordinate and execute assigned research projects.
Lead research team to complete projects within allotted timelines and budgets.
Develop and enforce research policies and procedures.
Address project issues and escalate complex issues to management.
Perform day-to-day management of project team and address any team issues promptly.
Assist in employee recruitment, training, performance evaluation, promotion and termination activities.
Act as primary contact for client communications.
Report project progress, status, and issues if any to client on regular basis.
Prepare project documentations and research reports for management review.
Work with management to prepare project plan, budget and schedules.
Develop contract specifications and negotiate business contracts and terms with clients.
Conduct team meetings to discuss about project status and issues.
Monitor project progress regularly and report the same to management and customers.
• Directs all types of clients’ relations from phone, face to face and correspondence.
• Oversees policies and procedures to ensure on time delivery.
• Following up on all clients relations with company from day one to signing contracts and adhering to payment schedule.
• Conducting reports on daily operations, and proposing solutions for all arising problems that face sales departments and legal department within weekly board management meetings
• Following up new applications and assure accuracy and completed information loaded to manual and web based system
• Assure a professional handling of all customers’ satisfactory tools, such as: mailers, fax back, meetings and phone calls.
• Follow up all clients queries and liaise with other departments to ensure the best service delivery (Finance, Legal, Marketing and Business Development).
• Assisting the sales team in bringing up sales leads
• Preparing Sales reports and following all new application processes from reservation and booking to contracts delivery and handover.
• Assisting Sales Manager in all training for the sales staff, brokers and external agents.
• Under the direction of the Customer Service Division head, develops implements and updates personnel policies, procedures and forms. Stays current with laws and regulations affecting personnel issues, employment practices or trends and recommends new or revised policies and procedures as appropriate.
• Responsible for guiding and supervising complaint resolution and verifying customer satisfaction
• Provides technical assistance and training to all customer service representatives as needed.
• Liaising with various departments of the company - marketing, sales, retail, customer care, and property handover and quality assurance.
• Reports quality or any other pertinent customer concerns to the customer service division head and other management as appropriate to diagnose and resolve.
• Generating reports and MIS on daily and monthly walk in customers, incoming calls, average wait times, interaction updates, capacity planning…etc
• Planning and implementing projects to improve the performance of the department as a whole
• Counseling, coaching, supporting and giving a regular feedback based on the monthly evaluation pulled out from the MIS reports
• Dealing with enquiries about all bank products :
- Personal liabilities i.e. auto loans, personal loans and credit cards
- Investment services for various funds and savings plans
- Priority banking products and services
- Personal accounts and deposit schemes
• Liaising with various departments and branches of the bank - all Branches, Central Operations, Investments, Remittances, Marketing, Priority and Corporate Departments
• Arranging and conducting staff meetings to keep staff abreast on all new developments within the bank
• Planning and implementing projects to improve the performance of the department as a whole
• Generating reports and MIS on daily and monthly incoming calls, average wait times, online hours, capacity planning etc.
• Ensuring that service quality levels are maintained by call monitoring on a daily basis
• Conducting half yearly and yearly appraisals for staff to guide them to exceed their targets
• Handling difficult customers and following up on their queries
• Identifying opportunities to cross sell bank products to existing and new customers
• Handling staff leave records, organizing shift schedules and updating transaction and call monitoring forms with subsequent changes
• Starting from Jan 2003, acting as a performance development and training officer, by conducting a full training program for the new comers. Training including all products theories, systems and customer service.
• Generating the dept performance MIS on a monthly basis and giving a report of the phone banking winners.
• Conducting regular refreshers for the entire phone banking team based on their monthly performance.
• Case investigations and customer problem resolution
• Coordination with other departments
• Cross selling and promoting Bank related products
• Providing referrals to the dedicated Tele-sales Group
• In charge of Error checking and error awareness on monthly basis.
• Referring new prospects to telesales department
• Attending all service calls