Sales Head Retail and SME - Assets & Liabilities
ARAB BANK
Total years of experience :20 years, 3 Months
Sales Manager- Managing 50 employees (Sales Supervisors - Team Leaders - Sales Officers)
Arab Bank - Egypt . Nov 2009 - Present.
Asset & Liability Products (Personal Loan -Auto Loan -Credit Card - Mortgage -Investment & Deposits)
Reporting to Head Of Consumer Banking (VP)
1- Built a comprehensive Customer Service & Sales Strategy & Manage team of Asset & Liabilities
Sales.
• Design a comprehensive Sales strategy which covers all internal and external forces
(Evaluates performance of Sales teams through MIS reports that gives details of Assets & Liabilities,
revenues & Expenses, ATM transactions etc., product value proposition, competitor landscape,
economic and regulatory environment)
• Institutionalize this process and build a Customer Service and Sales team (outbound and inbound) to deliver Financial targets (sales volume and revenue) as well as Quality targets (customer satisfaction, skills and capabilities, QA scores)
• Design and drive Sales and Service Performance Management System (rewards and consequences) to
install the required mind-sets and behaviour
• Set and manage budgets and performance targets
2- Built a comprehensive Marketing Strategy
• Develop a Marketing Plan for Cairo - Alex to capture target market share and revenue
• Increase business of Salary Transfer unit
• Leverage latest trends in social networking to communicate product benefits, quality and ease-of-use.
• Develop trust with customers in a volatile economic environment and in the face of fierce
competition
3- Monitoring Systems
• Recruit, organize, motivate and lead a sales team to reach set goals for liability and asset products.
•Managed Sales of bank products, new business, operations, customer service -ranked among Top-15 Department Heads at the Bank by training the Team to sell 3 to 4 products to each Customer and achieving every sales targets & figures for the last 2 years. (Arab Bank)
•Successfully and effectively run the day to day customer service management of the branch team by building a highly developed and motivated professional service culture towards achieving financial & non-financial targets assigned.
•Manage the SME relationships in the Team's portfolio (corporate) and maximize on the returns and minimize the risk to the Bank while striving to enhance these relationships by way of increasing numbers and increasing the level of facility utilization by these SME Clients, as well as generating an appropriate funding base for the business.
•Building / Growing the Branch’s Deposit and Advances targets (Retail-Private) while ensure high standard of Quality.
•Responsible to provide prompt responses to all HNW client queries/needs and ensure a high quality of client service by all team members, to ensure a high standard of client satisfaction through interaction with the heads and owners of various SME corporate.
•Manage effectively all elements inside the branch related to staff in terms of (Staff planning - Leave -Training - Allocation -Motivating, etc.), to ensure achievement of pre-set standards for staff satisfaction.
•Tracking and analysing monthly branch performance and customer attrition to achieve predefined branch financial targets.
•Build team awareness of Banking knowledge, Bank’s products & services.
•Prepare thorough Marketing Plan on a semi-annual basis with action plans in order to reach set targets.
•Ensure adherence to the bank policy/procedure and monitoring relative deviation to achieve business risk free portfolio and to ensure an acceptable audit rating
•Provide the highest level of Customer Service / Customer Care to all customers of the Branch and of other branches.
•Handle all customer inquiries, both positive and negative in the most respectful, courteous and professional manner to ensure customer satisfaction.
•Consistently updating Customer Data / MIS for future sales contacts.
•Handling & checking on daily bases the activities related to the CSOs & CSRs
•Assist in Building / Growing the Branch’s Deposit and Advances targets while ensure high standard of Quality.
•Handling the HNW Customers’ SAFWA"
•Control daily cash limit for cash in hand & cash in ATM assigned to the branch
•Exercise effective and vigilant control over all branch suspense accounts to eliminate fraud
•Assisting the Br.Manager in implementation of all the reports related to the branch as well maximizing the staff awareness of the operation manual & product knowledge
A. Delinquency Reports B. Tracking Reports C. Retention Cases D. Attrition Reports
•FUNCTIONS Opening Account - TOD - ROD - Personal Loans - Auto Loans
•Rent Loans - SBF loans - Credit Cards proposals - Term Deposits - Balancing
Good