Complaint Unit Senior Manager
barclays
Total years of experience :23 years, 7 Months
Fully responsible for operating the complaint unit for both retail & corporate customers.
Managing a team for complaint handling and MIS support.
Responsible for addressing the rootcause of any issues/ problems and providing relevant recommendations to managment to reduce/fix customer issues and complaints.
Working on special projects that enhance the customer experience environment
■ Responsible for conducting audit visits to all Egypt branches.
■ Conducting audit activities for all operational activities & reporting findings to Regional Manager.
■ Follow-up with Branch managers to close all their findings and ensure their compliance within target dates provided.
■ Providing recommendations for branches to enhance processes and operational activities with regards to Bank & Central bank policies.
■ Acting as Focal point for Branch Managers to guide them through any new processes and / or policies.
■ Conducting monthly sampling for new account openings to ensure compliance integrity.
■ Acting as a consultancy for any operational inquiries and / or feedback required by branch staff members.
■ Ensuring that other activities are in place in all branches such as security measures and bank premises are within standard.
■ Maintaining quality control documents & retail bank manuals.
■ Working on retail projects to engance processes & provide adequate trainng to employees
■ Providing training sessions to branches on any new processes.
■ Conducted the "Branch Managers Academy" Test Evaluation in coordination with Logic Consultany and achieved a high score (Top 3 out of 25 candidates).
I have had a long business career with ExxonMobil for almost 7 years.
Started by joining the Customer Service & Supply chain units as an assistant to their function heads and was involved in the business core.
Then explored my career as process improvement specialist in customer service where I have operated the complaints, process improvement projects and conducted relevant customer surveys.
in 2004, utilized my experience by being Process & Controls Specialist whereby I was totally responsible for all internal audits related to customer service.
in 2006, I was promoted and moved to another function due to my high skills and was fully responsible for Tunisia Afiliate in terms of business analysis and company forecasts for the oil products.
My overall GPA was graded as B+. Where by during my four years of university, I have been entitled an A+ in many business courses, and i have been granted successfully an A grade in my graduation project. In addition that I have been working as temporary employee in different organizations during my college years to enhance and strenghten my working skills and improve my communication skills, in addition to adaptility to different cultures.