Sales Manager
Bank Of Jordan
Total years of experience :22 years, 8 Months
The Branch Manager is responsible for the administration and efficient daily operation of a full service branch office, including operations, lending, product sales, customer service, and security and safety in accordance with the Bank's objectives. Develops new deposit and loan business; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation; achieves individual and branch sales goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to the Operations Officer or other branch personnel. Responsible for attaining established Bank and branch goals through active participation in sales management and officer call programs. Participates in community affairs to increase the Bank's visibility and to enhance new and existing business opportunities. May perform duties in the absence of the Operations Officer or other such management capacities as directed by the Regional Manager.
In my role as a contact center manager, I’m responsible for overseeing employees in call centers, making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively. The end goal is to ensure that customers and clients are served well, and that the company is represented in the best way possible.
Main Duties:
Schedule the project plan to meet our client’s deadlines.
Process of establishing the call center and putting the policies and choosing employees.
Putting the plans, Strategies and suitable procedures.
Build, run and optimize call center to offer quality services using the best practice.
Evaluate and recommend call center tools/applications specifications.
Prepare and document call center processes and update them to achieve continuous service
Serves as the primary interface between the call center and IT team.
Process monitoring and improvement.
Follow up customer complaints to make sure that it's solved.
Participate in the recruitment and training of call center agents.
Follow up the inbound team and the outbound team.
Follow up the ATM Fraud and Credit Card Fraud on a daily basis.
Main Duties:
•Follow up branches result from audit department.
•Build good relationship with branches and retail department.
•Follow up the branches requirement with other departments.
•Solve all branches problem.
•Visit branches and review all processes, policies and procedures
•Prepare report in each visit and discuss it with branch manager.
•After our visit to branch we sent email contains the strength and weakness points, result and ranking.
•The goals from our visits explore the mistakes and correct it to reach branches high ranking.
•Discuss all reports and our recommendation with head of retail.
•We prepare final report contain major points in end of each month and sent it to all branches to avoid the mistakes in future.
•Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
•Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
•Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
•Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
•Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
•Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
•Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
•Accomplishes information systems and organization mission by completing related results as needed.
Statistical analysis and feedback recommendation for the top
management.
Planning in order to increase the productivity of the profit of
the bank.
Organize and maintain the dept. which fulfills our mission and
rules and regulations.
Coordinate with the MIS Dept. in order for them to filter our
customer data under our regulations.
Determine employees' role of authority and maintain it.
Monitor and coach old and new employees' and look for them
for any new product knowledge.
Coordinate with outbound and inbound teams and other Depts
in order to avoid any type of conflicts.
Managed 34 representatives in call centre (Branch Redirect - Thahabi "VIP" - Backup and Retention)
Developing strategy plans, and communications within the team
Coordinate with Direct Sale Dept in order to finish deal with our customers
Making visit to our branches in order to educate customer's to use bank channels ( Call Centre - Watani online email - IVR - Emails - SMS Services )
Preparing and making presentation with Area managers to discuss branches call statistics
The B.A Degree in Business Administration in the Faculty of ECON , ADMIN , SCIENCES With an average of 73.6% rating Good