Director of Operations - CRM
DAMAC Properties
Total years of experience :22 years, 8 Months
• Direct and Monitor 25 employees to fulfil task's SOPs, and accomplish goals & targets of the company.
• Handling all after purchase queries / complaints from different inbound channels (walk-in, emails, phone calls, Social Media Sales, Brokers, Agents, & Lawyers).
• Handling all Elite clients (20 Million Portfolios and above) by being assigned as the main primary key contact person.
• Maintaining and securing smooth relationships with our main international agents & Brokers (Travelling if required).
• Assisting the CRM Committee in complicated matters to obtain solutions & decisions.
• Assisting the Rental Pool (Hospitality Division) Committee in complicated matters to obtain suitable solutions & decisions.
• Assisting our specialised Marketing team in auditing our monthly hospitality newsletter (Achievements/ offers /events / performance).
• Handling & Leading the Rental Pool Team (Hotel Openings, Units Enrolments, Retaining and financial queries related to returns on investments.
• Supporting Sales force in deal closures.
• Handling all types of complaints from different channels (walk-in, emails, phone calls, Social Media, Sales, Brokers, Agents, & Lawyers).
• Assist clients with Agreement explanation and executions, Assignments, Collections, Handover, Snags, DLPs, & Complaints.
• Representing Inventory units on behalf of DAMAC in all Owners' Associate Meetings (Board Member) for the majority of Dubai & Abu Dhabi Projects. This involves preparing financial reports and budgeting.
• Maintaining strong relationship with the involved government sector related to Utilities & master community developers.
• Assisting our Leasing Department as representing the middle department between them and the landlord.
• Main key attendant in major events (e.g. Cityecape, Arabian Travel Market - ATM, ..etc)
• Assisting our International operation teams in Lebanon/Jordan/KSA/Egypt/Iraq.
• Administration & office management
• Achieving the annual targets by retaining our major accounts renewals portfolio.
• Direct and monitor employees to accomplish goals of the company.
• Analyzing, evaluating, quoting and rating our prospects to furnish policies satisfying their requirements.
• Generating Business plans related to the branch, annually, short term and long term plans.
• Achieving the annual targets.
• Maintains communication between the branch and management by preparing daily, weekly, and month-end reports regarding operations and productivity.
• Provides training to staff in regard to operations and policies.
• Provide leadership for employee relations through effective communications, coaching, training, and development.
• Proven ability to manage sales function for a branch operation to include but not limited to Outside Sales, customer interfacing, inside sales, quotations etc...
• Administration & office management
• Generating Business plans related to the branch, annually, short term and long term plans.
• Achieving the annual targets & Increase production.
• Maintains communication between the branches and management by preparing daily, weekly, and month-end reports regarding operations and productivity.
• Maintains control over audit procedures to ensure compliance with controls. If weaknesses are identified, reports them to the Management of UIC Immediately
• Assists in ensuring that the branches are in compliance with UAE laws and regulations.
• Assist General Manager in the development and formulation of long and short planning, policies, programs and objectives, Administration, office management, and actively pursue growth opportunities for UIC.
• Achieve optimum employee levels with least amount of overhead to meet annual budgetary plan.
• Provides leadership for employee relations through effective communications, coaching, training, and development.
• Proven ability to manage sales function for a branch operation to include but not limited to Outside Sales, customer interfacing, inside sales, quotations etc...
• Tailor my own business plan, and make sure to work parallel to it & preferably exceed expectation with clear recognition.
• Handling related matters to Media channels, Advertising, & Branding
• Managing the Bancassurance Process through the linked banks & approved Brokers.
• Training Banks & Brokers Sales people and Relationship Manager to achieve the agreed target and even exceed it smoothly regarding our insurance products.
• Joining and supporting the sales team in closing business related to our products.
• In charge of improving & developing the Bancassurance business
• Handling all Insurance related issues.
• In-charge of providing Insurance for all projects (workmen compensation (WC), Construction & Engineering Insurance (C&E), Fire & allied perils, Property Insurance at all Risk Travel Insurance, Motor, Medical, Life, & Personal accident).
• Handling the Recruitment Clearance through Dubai Holding Security Department (Requesting, following up, & tracking).
• Handling the Risk Assessment for HR CoE, and reporting to our HSE manager.
• Attending the HSE Internal Audit Course on behalf of the HR CoE
• Analyzing, evaluating, processing and rating our prospects to furnish policies satisfying their requirements.
• Responsible for gaining, building, and expanding relationships within the customer and business community and maintaining it.
• Attending customers’ requirements, claims, clarifications and request directly via the phone.
• Responsible for the quality of all the company deliverables.
• Training the concerned bank employees on how to sell, and explain the bank assurance product to the end user (Bancassurance)
• Business Conservation & Business Development (KSA)
BBA - MKT