Operations Manager
Al Rajhi bank
Total years of experience :26 years, 11 Months
The Organization is the largest Islamic banking group in the world
Inducted as Teller, charted a phenomenal growth curve through outstanding performance to merit promotion to the current position.
Designation Chronology:
• Jun '05 - Present: Operations Manager
• Jan '05 - Jun '05 : Investment Manager
• Jan '04 - Jan '05: Sales Manager
• Sept '03- Jan '04: Customer Service
• Jun '00 - Sept '03: Head Teller
• Jun '98 - Jun '00: Freest Teller
• Jun '97 - Jun '98: Teller
Key Responsibilities as Operations Manager (Jun '05 - Present):
• Handling entire array of task associated with banking operations management including authorizing fund transfers/fund operation, closing and migrating daily transactions and customer support systems to ensure smooth execution of work.
• Maintaining accurate database of the outbound correspondence, analyzing daily reports to monitor staff performance and ensuring transactions are executed/documented in alignment with organizational goals/objectives.
• Controlling irregularities, checking and feeding ATM machines with Head Teller and updating the same by following up and taking necessary action in accordance with company regulations.
• Scheduling/delegating work assignments to supervisors, proposing utility services, keeping up to date bank records, correspondences and documents to facilitate future reference for senior management.
• Providing 24x7 process support to customers by gaining in-depth understanding of the client’s requirements and domain to identify/resolve client/staff issues and provide a long lasting solution for smooth business operations.
• Assisting in implementation of overall directions, process flow and standards in the department to deliver targeted results.Ensuring all service clauses are duly adhered to and all complaints are addressed within reasonable time frame.
Key Responsibilities as Investment Manager (Jan '05 - Jun '05):
• Realized potential investment opportunities by conducting thorough research into the financial history of companies and organizations, studied balance sheets to pinpoint financial discrepancies, long term viability and future prospects.
• Forecasted and modeled of company financials and balance sheets, managed market/credit risks on a daily basis with specific focus on parameters like credit rating, market dynamics, operational overheads associated with companies and product acceptability.
• Advised customers on account facilities, different modes of transacting payments including electronic banking, deposit accounts, investment possibilities in the form of shares, bonds, investment fund shares, borrowing.
• Analyzed the financial charts and movement of products. Prepared and delivered presentations on key findings to acquaint the customers with market fundamentals and risk margins.
• Constantly interacted with clients, executed purchase and sales order and ensured the profitability of the transaction for the clients.
• Undertook several marketing initiative to secure new investment accounts and handled complete process of commencement of the accounts.
• Monitored and followed- up on number of units of stocks in clients accounts, made necessary changes as per the customer request, generated reports relating to the progression of investment accounts and presented the same to the senior management.
Key Responsibilities as Sales Manager (Jan '04 - Jan '05):
• Created and developed new business clients as well as sustained existing customer base, for new and existing products of the company and ensured renewals to surpass targets.
• Projected sales targets, prepared action plans/schedules and formulated initiatives for achieving the targets while keeping the upper management abreast of all the sales initiatives.
• Supported rapid sales growth through development and implementation of sales channels with a high level of efficiency, quality and cost effectiveness.
• Formulated and deployed key account management plan for existing business and communicated banks products and services to maintain excellent client relationship through cross selling.
• Reciprocated and catered information to client inquiries/queries and ensured optimal level of service and long term business relations.
• Interacted and provided assistance to the customers, ensured that their demands/needs are met, accordingly made the sales and ensured proper after sales support to all the customers.
• Performed feasibility studies and market research to implement marketing objectives/plans and proposed business recommendations to the management team to support all market activities.
• Led and trained existing as well as new sales personnel joining the organization on various aspects of selling strategies and operations, conducted drives to ensure client awareness about up-gradations in products.
• Drafted daily, weekly and monthly reports, filed documentation associating to administrative work, sales achievement, sales target, responding to customer queries.
Key Responsibilities as Customer Service (Sept '03- Jan '04):
• Maneuvered the existing business forward by identifying new, profitable opportunities and converted them into commercial contracts, provided prompt, accurate and courteous service to all bank customers.
• Offered professional and unrivaled service, meeting/exceeding quality and customer satisfaction goals to ensure customer retention and uphold the company’s brand- making it the best place to bank with.
• Ascertained clear communication pertaining to service terms and conditions, ensured confidentiality and followed up on complaints to prevent escalations and legal implications.
• Monitored CRM system, ensured consistent achievement of established productivity and quality standards. Responsible for achieving weekly targets of team and reporting sales.
• Maintained optimum levels of awareness and motivation among employees through up-gradation, training programs and clearly defined career growth paths.
Key Responsibilities as Head Teller (Jun '00 - Sept '03):
• Handled all key business and monetary issues pertaining to accounting operations including payable, receivables, and monthly reconciliation and treasury operations.
• Coordinated the activities of workers engaged in receiving and paying out money, cash and money exchange and keeping records of transactions in banks.
• Supervised cash management and performed all associated responsibilities relating to disbursement/replenishment of cash reserves in bank as well as ATM on daily basis, whilst ensured ATMs uptime is as per organizations standards.
• Maintained and reconciled all records associated with transactions, monitored and reported suspicious transactions. Ensured accurate records and prepared reports for the same.
• Ensured all service clauses are duly adhered to and all complaints are addressed within reasonable time frame as well as established directions, process flow and standards in the branch to deliver targeted results.
Key Responsibilities as Teller (Jun '98 - Jun '00)
• Handled cash/cheque payments and receipts, money transfers in both local and foreign currencies, responded to queries, liaised with designated officials within the department and customer representatives.
• Worked in a fast-paced cash-handling environment, provided excellent customer service including processing deposits, withdrawals, issued cheque books, account balances, payment of dividends, fund migration as well as all security and transaction documentation requirements.
• Administered the sales savings bonds, accepted payment for customers’ utility bills and charge cards, processed with necessary paperwork for certificates of deposit and purchase and sale of travelers’ checks.
• Oversaw/provided personalized, friendly and efficient cashiering service, met customer needs and sought opportunities to extend/develop customer relationships.
• Liaised with high net-worth client, to ensure optimal levels of service and long term business relations whilst processing cash/cheque payments and receipts in both local and foreign currencies.
Other Trainings, Certifications and Courses: • Aug '05: Excellence Service, Institute for Professional Training & Development, Riyadh. • Nov '99: Skills for Dealing with Customers, The Institute Banking, Riyadh. • Sept - Oct '96: Language Course, ELS Language Centers, Saudi Arabia.