Manager Branch Operation
SABB BANK
Total years of experience :17 years, 5 Months
Serve customers in accordance with SABB Service Standards.
CCMS data for customer complaints
Successful completion of accreditation
LDV evaluation report / MBO profile.
Constituents appraisals and feedback
E-appraisal system.
Robustness of controls in the branch
Monthly / Quarterly Continuous audit and / or branch audit report / Number of repeat finding / Control of Suspense Accounts.
Quality of applications submitted to NSC for processing.
Ensure staff obtains the proper product knowledge, features and charges and that all information is delivered to customers in a professional manner considering Consumer Protection Principals "CPP" and Treat Customer Fairly "TCF" rules
Branch CE Tracker and TCF index
Improve the quality of customer service delivered in the Branch Network
Upheld complaints (branch own records).
Strengthen customer relationships to deepen share of customer wallet
Penetration of Credit Cards
Improve quality and value of customer base
Increased Advance and Takaful customer base.
Obtain quality referrals from colleagues and target existing customer contacts and act promptly on leads received from the Call Centre Exceed KPIs b) Deliver coaching/training sessions on Ruaad with colleagues c) Customers contacted from CRMS leads received within 24 hours.
Provide comprehensive product information to customers with respect to product knowledge, features and charges in a professional manner considering Consumer Protection Principals "CPP" and Treat Customer Fairly "TCF" rules
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