Customer Experience Senior Manager -AVP
Barclays Bank Egypt
Total years of experience :14 years, 2 Months
Position Objective:
Responsible for implementing and monitoring service measures to ensure meeting the world class customer service standards and benchmarks, also to recommend corrective action plans, where applicable.
Responsibilities of this position include:
•Proactively implement the customer strategy within the country, and activate wide customer initiatives to gain staff commitment to provide world class service in all Branches and touch points.
•Champion and promote the delivery of an excellent and consistent customer service and experience for customers by motivating and inspiring teams across all front end retail and commercial channels.
•Support management in the designing, planning, and launching of all customer experience initiatives and projects across Front end customer centers
•Motivate & inspire staff to improve service levels, through implementation of service activities & ongoing engagement.
•Provide ongoing feedback through different assessment attributes on customer service standards to all levels within the business, ensuring an integrated country effort around service initiatives.
•Conduct process enhancement group discussions with touch points owners for producing solutions/suggestions to enhance the customer experience within these touch points / channels.
•Activate monthly service forums with channels heads (branch managers, Head of distribution, Head of digital channels, and Head of commercial customer service) to assess performance and develop actions and plans, as well as communicating the relevant MIS and dashboards.
•Create and implement various customer service initiatives and events across the channels, targeting the enhancement of customer experience.
•Regularly visit branches, call Centre, commercial customer service, collections, and other front line channels to drive appropriate customer service behaviors and share best practices.
•Ensure all front end channels have the complaints logging system access and verify if the complaint logging process is embedded and religiously followed through standard guidelines
•Drive and run change initiatives and projects related to service across different channels.
•Develop and implement reward and recognition for front liners for team motivation and achievement of the required performance standards.
•Responsible for developing and implementing service initiatives as per the Regional and in-country Service framework
•Responsible for developing and rolling out service skills based training for staff in full alignment with L&D.
•Ensure all front end staff have gone through the mandatory product, system and basic service skill trainings before being placed in the Branches and sales and servicecenters.
•Drive the achievement of agreed upon KPI targets in addition to the department’s internal balance score card.
Service Excellence Planning:
•Manage and prioritize Customer needs coming out via different VOC channels and identify enablers to deliver those needs based on impact analysis to exceed the customer expectations, increase satisfaction, loyalty, and advocacy through conducting different CE workshops with main stakeholders.
•Manage customer contact rules across different touch points
•Work closely with Quality Department, MIS, PI to identify and implement process improvement ideas across different channels and for all customer segments including Corporate and Business Banking.
•Introducing quality standards for all customer touch points within BBE. Ensure the application of the set standards by providing the required support for the implementation as well as the right ongoing monitoring and control
Cards Collection & Recoveries Head
Position Objective:
Direct the overall Collection operations to ensure that the Cards portfolio quality and credit losses are maintained within established norms and to maximize credit recoveries through the appropriate legal and collection strategies.
Responsibilities of this position include:
Collection processes
•Approve or decline renewed or replacement cards being withheld or confiscated due to over limit or delinquency.
• Resolve customer complaints within acceptable turnaround times, and personally interview hard-core customers when necessary.
• Negotiate and approve repayment schedules for customers who have financial difficulty in meeting their monthly obligations.
• Approve assignment of problem account to Collection Bureau for further investigation and monitor progress and results
• Co-ordinate with legal authorities in the execution of judgment against results.
•Co-ordinate collection activities with counterparts from other countries.
• Minimize exposure and maximize returns on various card products by
• Constantly reviewing and identifying risk factors and changes in market environment on credit policies and procedures, and react promptly in containing the risk of the card portfolios.
•Develop, implement, review and refine Collection MIS to measure the effectiveness of collection strategies, productivity and efficiency.
•Management of difficult customers with an approach which is a delicate balance between customer service and effective collection strategies.
•Provide inputs for new product development relating to the demographics of card members based on indicators of delinquencies, loss experiences and payment habits.
•Develop detailed collection and legal procedures for new
products.
Subordinates:
2 Managers
6 Team leaders
50 Collectors
Principle responsibilities:
Branch Operations Manager
July 07 - present
Position Objective:
Drive and deliver the retail business performance through the excellent execution Of operations support duties, Transaction processing & customer service In the branch.
Receive Customer complaints, record it and take al reasonable steps to resolve theComplaint in the eyes of the bank customers.
Generating Business From function Referrals.
Responsibilities of this position includes:
1- Authorize Operations Transactions after the verification process completely done
2- Supervision and problem solving of all Operations functions in the branch floor
3- Responsible for the snap check at the end of each month.
4- Lead the operation staff to ensure that branch operations duties are carried out on a timely basis ensuring the provision of world class customer service.
5- Build excellent relationships with others key functions that interface with retail to ensure seamless service to the customers.
6-Cordinate with centralized operations department on all operations related issues.
7- Participate fully and ensure that all operations & back office duties are met in the
Branch.
8-Ensure that all operations staff are aware and able to direct the customers to the most strong delivery channel's to meet their needs(tellers, Call center, ATM…etc)
9- Support the operations staff to own and manage customer queries and complaints by talking ownership and resolving in a timely manner,
Subordinates:
1 Cash Manager
3 Ops Clerks (processors)
3 Tellers
1 Money Sorter
Citibank (N.A)
Operations Department
Branch Head Teller.
(Branch network management) department at Citibank North Africa
Position Objective:
Ensuring a smooth day-to-day running of the Branch floor in terms of proper Handling of cash & tellers,
Adherence to compliance regulatory requirements, and the ongoing Developments of Tellers awareness & knowledge.
Responsibilities of this position includes:
1- Vault Opening / closing, and ensuring that access to Vault Register and Duly signed
By designated staff.
2- Supervise the ATM opening & replenishment and insuring that all Amounts
Deposited & dispensed are right and making sure that the ATM is balanced on a daily
Basics,
3- Ensuring That the Exchange rate board is updated first thing in the morning.
4- Checking and balancing tellers CASH/ACCOUNTS/SUNDRY ACCOUNTS.
5- Ensuring that all cash in excess of the approved branch overnight limits Are Reported.
6-Train and coach junior Tellers.
Subordinates:
3 Tellers
1 (Head Teller)
Retail Credit Disk -Cards CollectionsTeam Leader
Responsibilities of this position includes:
Calculating the results of the collection team to make sure
They can achieve their monthly targets through the bank policy.
Taking the ownership to solve the hard cases facing the collections team which needs special negotiation skills and handling specially customers with high delinquent Balances.
Following up on delinquent customers who failed to pay their normal Payment dues to Citibank through telecalling process.
Ensure that customer service approach is conducted during the call and report any complaints from customers to related departments.
Provide feedback to collections supervisor regarding problems related to process or customers.
Review MIS (management information system) on a daily/monthly basis to achieve the target set for the collectors in terms of quality and quantity.
Tracking and analyzing monthly flows through rates and meet cycle targets of accounts and effectiveness.
Provide feedback to collections manager, AFU (Account fulfillment unit) & Fraud unit about credit policy on acceptance criteria
Credit Reviewer / Cards Collection Coordinator.
C.P.V (contact point verification), which includes verifying Hr letters, issued by various companies and human resources departments to assure accuracy of its information.
Detecting fraud cases, which appears during the verification process and reporting them to higher-level management.
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Assisting in the collection process of delinquent customers plus educating customers to benefit from their credit cards.
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Calculating salary related loans, which can be afforded by the client in relation to his salary.
Many of Courses & studies related to Banking sector, some governmental and others inside the multinational banks..