Senior Processor
Mashreq
مجموع سنوات الخبرة :21 years, 10 أشهر
• To maintain existing customers through inbound and proactive contact to ensure our product proposition continues to meet customer needs
• Identify the cross sale opportunities for the Bank and retention risks
• Conducting client surveys and audits as per establish guidelines and full report submitted within the shortest reasonable time after completion of the field visit.
• To undertake new business and review audit reports to manage risk and ensure we can deliver our proposition alongside the customer ‘s operation.
• To manage risks using other tolls such as statistical analysis and scrutiny of sales ledger information.
• Verify and validate documents assignments and invoices or notifications
• Process documents, invoices and chqs into factoring system without error
• To process and then allocate payments quickly and without error to the level of individual invoices
• Maintain the financial integrity of sales ledger and overall factoring system together.
• Educate client on factoring procedures / policies pre and post sign up.
• Deals with routine queries and correspondence in accordance with procedure
• Identifies when a client issue requires escalation.
• Respond to clients without prompts or reminders from senior colleagues.
• Investigate and respond to client inquires, complaints and ad hoc requests regarding service delivery.
• Monitor service delivery performance against client expectations.
• Responsible for the production and delivery of routine client reports.
• Proactively seeks relevant development opportunities and submit for approvals in accordance with the business expansion plan.
• Proposes solutions to minimize delays and setbacks in completing work.
Checking, verification and authorization of transactions within established delivery standards, to ensure their accuracy, authenticity and compliance with operation procedures.
Contact customers ( internal / external ) to seek clarification and sort out the issues efficiently and satisfactorily to provide error free service.
Acquire thorough knowledge of processes as well as operating systems and identify trainings to perform assigned task efficiently.
Maintain and update documents and correspondence record systematically to ensure efficient retrieval.
Identify gaps and recommend improvements in system and procedure to enhance efficiency, minimize risk and improve delivery standards.
Record data, errors, complaints, PMIS and encourage processors for the same, to monitor productivity of each staff and take corrective action wherever applicable.
All inquiries / complaints ( internal / external ) should be attended in time.
Ensure all the Clearing and Collection s account should be zero at the end of the day.
. Position based in Head Office, accountable for soliciting business accounts and developing strategic alliances with clientele.
. Support to all retail banking products for initialization, resolution process flow and all customer financial needs.
. Devise and implement innovative sales tactics and events for consumer banking to further support financial growth.
. Counsel high net-worth individuals and corporate clients with regard to investment opportunities, risk analysis and monetary returns.
. Working for Customer Retention Unit
. Manage the smooth processes of Complaint Resolution
. Proactive management of performance challenges through new, impact oriented training modules.
. Establish and maintain strong relationships with the customers, which ultimately help in promoting the business of the organization.
. Working on the project which will enhance the motivating factor among the employees.
. Part of the team which is working on new CRM.
. Part of the team of re engineering of the Direct Banking Centre
It was an assignment based job in which I had to prepare the HR Policy and implement it. During this assignment I had done following things.
. Run the exercise of Right Person for the Right Place
. Prepare the Comprehensive HR Policy of the Organization and implement it successfully.
. Develop the in house Processes and work flows for different jobs
. Exercise the 360 Degree concept of appraisals
. Conduct comprehensive Training Program of various departments
. Implement the Monthly Reward System for the Sales Team
. Finalize the Job Descriptions up to Middle Management Level and implement it.
. Conduct the Job Need Analysis for each position up to Project Manger.
. Design and implement the In house Training and Orientation Program
.Creation of evaluation tools to measure the success of training programs.
. Proactive management of performance challenges through new, impact oriented training modules
. Design the in house audit system for Quality Assurance
. Providing complete assistance to the subordinates on the on-going projects
. Issuance of first ever News Letter of AuVitronics
. Develop the Call Centre of Saudi Pak Bank from grass root level
. Manage the entire operations of the Call Centre of Saudi Pak Commercial Bank
. Design and implement the different process flow for Call Centre
. Evaluate the performance of the Call Centre Team
. Ensuring the High First-Contact resolution Ratio
. Develop the strong inter departmental relationship
. Design and implement the Complaint Management System for Call Centre
. Introduce and implement minimum TAT for major complaints
. Design the in house audit system for Quality Assurance
. Provide the training to the agents on “Excellent Customer Service”
.Development and facilitation of call centre training for newly hired individuals.
. Management and leadership of the call centre mentor program to increase on-going performance
. Establish and maintain strong relationships with the customers, which ultimately help in promoting the business of the organization.
. Generate enthusiastic approaches to company policy and program changes through education.
. Generate the leads of the prospect customers
. Developed the Teams for the different Projects like Quality Assurance, Customer Services& Complaint Management System
. Worked in the capacity of Back up Team Manager
. Manage all the administrative issues of the team 32 members
. Looking after the payroll of the Service and Quality Unit
. Responsible for designing complete process flows and routine procedures for CCC functionality.
. Provide up-to-date information and changes in the banking sector to all of the S & Q Unit employees according to State Bank of Pakistan’s regulations.
. Prepare and implement the reward policy for the S & Q Executives.
. Revise the job description of the S&Q Executives and Tele Marketing Team
. Develop the code of conduct for the staff of S & Q Unit.
. Played a pivotal role in development of inter departmental communication.
. Serving round the clock with quality standards defines by S & Q.
. Introduce the on job evaluation system for the better output of the staff.
. Call evaluation of call centre agents.
. Conduct the exercise of the Quality assessments of the S & Q Executives
. Made the standard call responses for different products.
. Prepared documents of different processes of call centre.
. Generate the system for the feedback from the staff on their day to day quires.
. Coordinating with different departments regarding customer queries.
Maintained proper coordination between Japanese Businessmen and Pakistani Businessmen.
. Coordination with GOP‘s Officials for various projects with Japanese collaboration.
. Responsible for the total Administration of the Office.
. Maintenance of the proper Accounts of Office.
. Managed smooth communication among all Executive Committee Members of PJBF
. Worked in the capacity of Public Relations Officer of PJBF.
. To keep abreast PJBF, Japanese as well as Pakistani members on the changes takes place in taxation methods and changes in the industrial / export / import policies.
. Maintained the membership record of PJBF.
. To organize various meetings, seminars and workshops
. To update the members of PJBF regarding the joint cultural activities of Japan and Pakistan.
. Special assignments by the Executive Committee of PJBF
. Development of Central Human Resources Department of Gerry’s Group
. Development of New Job Description of each employee
. Develop and implement Performance Appraisal System
. Compensation and Benefit strategies and develop career path for employees.
. Design and implement recruiting system
. Redesigning of Salary structure.
. Job Fit Program.
. Employees ID Cards
. Design and implement the fuel and mobile phone allowance policy
. Medical Insurance for the staff of whole Gerry’s Group.
. Developed the Leave Structure for Airlines Division especially Annual Leaves.
Human Resource Management Personnel Development Challenges Of HRM Issues and Ideas of HRM Organizational Development