BRANCH SALES AND SERVICE MANAGER
NATIONAL BANK OF ABU DHABI
Total years of experience :16 years, 10 Months
* Manage and Supervise Customer service officers
* Manage and monitor branch cross selling figures
* Achieve Branch target
* Implement cross selling target for Front office area
* Providing a satisfactory audit report.
* Monitor branch work flow daily and provide and satisfactory branch workflow atmosphere.
* Setting up a motivation tactics for staff.
* Provide understandable environment for wrok flow process in branch.
* setting SLAs and TAT for my retail banking advisors in the branch.
o Plan, develop and implement ideas to turn branch into full-fledged sales and service branch and profit center.
o Evaluate and appraise staff periodically
o Encourage staff for team work and create the right healthy positive atmosphere among them.
o Simplify our organization main goal and mission by clarifying the same to meet each and every staff perspective point of view in parallel with his job description to feel about the importance of his contribution to the organization as a whole and to achieve his targets sets to.
o Implementing customer surveys for branch customers to highlight satisfaction bench mark and coming up with resolving strategies to eliminate weakness and increase satisfaction to its highest standards.
o Reviewing Queue Machine reports to monitor the number of walking in customers which will affect our cross sell ratio, staff load/over load and prepare a solution for potential issue which may arise in peek times.
o Maintaining a clean Audit report under my area and help other areas to maintain the same to have a branch overall satisfactory report.
o Daily reviewing branch reports to monitor our position from the branch target set regarding branch profit, total assets and liabilities and other related figures within my area.
o Monitor of complaints to close the unresolved within minimum time and finding out the cause for future precaution repetition.
o Branch management / supervisory and ability to manage team tasks completion against time deadlines in view of path critical task.
o Monitor, delegate and develop staff by coaching and build up their knowledge through intensive courses bank courses
o Perform surprise check for examine tellers cash and reconcile position with cash General Ledger accounts.
o Approving branch transactions passed by Retail banking area and tellers area.
o Assisting Branch manager in tasks when asked and replace him as an Acting branch manager during his absence or leave after his delegation of powers and responsibilities for smooth branch workflow process.
o Submitting to branch manager a branch performance detailed report about staff, branch target, complaints, operation overall comments and any other requested reports.
o Yearly performance ranking 2013 (4/5) - 2014(5/5) - 2015 (5/5) - 2016(5/5)
* Coverting branch target to SMART objectives to my team and always create motivation tactics and plana to create a challenging enjoyable atmosphere work space.
* Arranging a smooth work flow branch to sales clear view to all branch staff in a direct and indirect way.
* Monitor staff knowledge periodically and make sure staff awarness about bank products and policies..
etc..etc..
* Supervise Retails Sales area
* Monitor Customer service area and report any to Branch Sales and Service Manager
* Achieving monthly target for staff
etc.
* Provide full customer service to customers.
* Follow cusomer service atiquet in dealing with customer.
* Always review banking policies and procedures.
* Answering customer phone calls neatly.
* Answering all customer inquiries and provide delightful service.
etc..
Assisting customer service officers in their daily duties
Answering all customer inquiries.
Being aware about all banking products
Answer telephone calls efficiently.
Provide correct directions and instructions to customers in case any assisatnce needed.
o Fraud awareness o Anti-money laundering Program o Introduction to service mindset – Managerial role. o STAR program (Strategy to action road map) o A Day in a life of branch sales and service manager o A Day in a life of branch manager o Leader as Coach o Managing business performance: From strategy to KPI’s. o Business image and standards for managerial role
Studied 4 years in Lebanese University and Graudated as Business Management and Marketing Bachelor degree.