Unit Head High Income
Gulf Bank
مجموع سنوات الخبرة :25 years, 8 أشهر
Currently handing the portfolio of high income customers
I am heading the Branch Banking Admin Unit for all branches, where our main task is to provide support to all branches in terms of sales / non-sales issues. Also we monitor the performance of branches and staff regarding targets and achievements. Daily, Monthly and Quarterly reports are generated to cover all sales aspects as well as customer service reports. Heading a team of four staff where each staff is covering a group of branches.
We also generate analytical reports for sales performance that covers the branch and staff level. Also, the unit is managing the Leads Management System, where leads are loaded for sales purposes, then measuring the activity of the leads. Leads cover mass and High Income customers who transfer their salaries to the bank. In addition, to sales report, my team manages the yearly targets and allocates to branches/staff. Then we work on monthly
incentives, distribution, sales claims.
The non-sales function of the unit covers the service part which is SQM where we follow up on branches and staff performance of service levels and indicate areas of improvement. Also, the unit monitors the Audit and Internal Control reporting where analysis are conducted to follow up on the progress of branches and
seek ways to raise the branch ratings. Another task the unit covers is Central Bank requests that are related to Consumer Banking, where our task is to respond to CBK requests within the given deadline.
Process Improvement Office main task was overlooking all the processes and procedures in the bank, and streamlining these processes to serve better our internal and external customers. Many projects were assigned to me with deadlines to complete most of these projects were related to branches where our customers were the first touch basis. One of the successful projects worked on was a promise to our customers that their loans and cards will be approved and given in the same day if all documentations are complete. As well as many other projects related to back office operations.
One of the biggest projects in the Bank that we worked on was Gulf Bank Promise Campaign that was a boom in the market. The five main streams of this campaign involved the queuing in branches, loans, credit cards, ATM cards and salaries. Each stream had a promise message to the customer by which the bank abides with. For example, loans were processed and approved on the same day the customer applies, cards delivered on the same day to our customers, salaries credited 7am in the morning before all other banks. All these initiatives involved our dept. to work close with all stakeholders in the bank to achieve the campaign objective.
My main task was handling portfolios of VIP customers in terms of deposits. Targets was assigned on monthly basis to increase the portfolio balances and as well to cross sell the customers other products.
Priority Banking is the elite department in the bank because the largest deposit portfolio lies with in this department and priority customers are considered to be the most profitable to the Bank. So my main task was to maintain this portfolio and achieve growth. My job in this dept.is handling the portfolios of more than 280 customers with deposits 50K and above.In addition, the prior task was delivering the best service for my priority customers and offering them a variety of products that suits their financial needs for them and their families. I was able to maintain my portfolio and actually increase figures during my tenor in Priority Banking also with an outstanding rating in Service Quality. Moreover, I was nominated to many training courses that cater to this segment.
To support the achievement of the branch’s revenue targets by establishing long term relationships with Gulf Bank customers through timely and effective responses to customer queries and issues, ensuring that follow up action is taken to address these.
Achieve sales targets for loans, FDs, credit cards, salary accounts and customer acquisition as per branch business objectives.
Moreover, I had the chance to deal more with companies that hold their accounts in the branch by offering them our small business services and referring others to our corporate section. Also one of my job tasks was cross selling the customers our products and services that best fits their financial needs.
Achieve sales targets for loans, fixed deposits, credit cards, salary accounts and customer acquisition as per branch business objectives.
As a Relationship Officer my main duty at the branch was maintaining the best standards of customer service and offering our customers products that suits their needs. I gained good knowledge of the branch operations and was able to experience the different problems that might occur. In addition, I worked on building my own customer base by offering the clients good customer service where I was able to use my cross-selling skills to achieve my targets.
My last job in HSBC BANK was in Business Development Department where our main task was overlooking the branches performances, monitoring KPIs, implementing projects related to the bank's strategy.
My core work in the Marketing dept. was promoting our products and services with emphasis on remote channels such as ATM, Internet, & Phone Banking by launching campaigns with special
offers to customers. Also another part of my work pertains to MI reporting to the management team like weekly activities for all our branches, preparation of interest rates, monthly reporting to our regional head office, setting AOP targets, preparing incentive schemes to the staff, support to all branches……….etc.
In addition, as a financial planning coordinator, my main job was booking deals with our head office in Jersey, solving investment problems, supporting the financial investors' team, conducting presentations at branches during campaigns, coordination with branches regarding all investments queries. Also I was
responsible for all the investment accounts regarding funds received to suspense accounts and their reconciliation.
I'm responsible for all the administrative work, as well as accounting where my main duties are preparation of clients/suppliers balance sheets on weekly basis, follow up of account status, end of year stock closing.In addition i also gained experience in customer service where we always concentrate on our customers and make sure that they are satisfied by meeting their needs.
I ACHIEVED A HIGH GRADE ON MY FEASIBILITY STUDY