Learning & Development Manager
Gulf International Bank
مجموع سنوات الخبرة :15 years, 9 أشهر
Main Scope of Duties and Responsibilities
• Conceptualize, Design, Deployment & Delivery of business specific technical & nontechnical learning programs
• Planning, coordination and implementation of learning modules aligned with business
needs
• Research, study & contribute to the development & Deployment of new-age techniques
and technologies in adult learning, i.e., using latest tools, devices, gadgets & social media
in training delivery
• Support the Learning Needs Assessment for the banking team members aligned with the
current & future needs, develop learning plans and calendars
• Evaluation, Quality Control and Management of learning & development initiatives
• Support the Preparation for the Learning & Development budget
• Contribute to deployment of Learning & Development Strategy
• Capable of interpreting psychometric assessment reports and design appropriate
interventions
• Identification and facilitation of in-house Learning & Development programs through
selection of providers
• Ensure learning records/ data base is maintained and updated on regular basis and
produce reports for management.
• Promote network and collaboration (knowledge management, best in class practices on
learning & development management)
Responsible to prepare detailed learning\developmental needs analysis for frontlines staff.
Prepare appropriate learning materials to bridge the learning gap.
Deliver the intervention to develop the required staff talent level.
Measure the learning outcomes.
Conduct audits and report preformance accordingly as and when required.
Experiance customer interactions to build up appropriate practical examples for frontliners.
being a role model especially in customer dealings and transactions.
Key Responsibilities :
• Tailoring facilities as per customers needs, pursuing new account, introducing bank products and services, which serve the adopted marketing strategy to meet assigned targets.
• Effectively interacting with customers of diverse backgrounds/ temperaments and maintained open lines of communication whilst resolving customer problems, complaints, disputes and orders logged during the shift.
• Interacting with customers on telephone in order to provide information about services offered and cater to complaints/ inquiries pertaining to bank accounts, financing and investments.
• Proffering strategic guidance to the customers in accordance to SAMA policies and procedures.
• Analyzing the quality of calls arrived and stayed abreast of new developments, changes in policies/procedures to enhance the quality of customer service provided.
• Supervising suspicious transactions through fraud monitoring system in accordance to organizational policies and procedures.
• Evaluating and proffering inputs on sales campaigns and providing support to the management in achieving organizational objectives.
• Responding and catering to inquiries/ complaints from customers to ensure optimal levels of service and long term business relations.
• Keeping abreast of latest technological advancements and utilizing the potential of the same to respond to the distinctive needs of the organization.
Key Responsibilities :
• Set sales targets for individual sales person and the team as a whole according to guidelines and targets set by the head office, monitored the team’s performance and motivated them to reach targets.
• Imparted sales training to staff, sharing technical information and provide guidance to achieve established targets.
• Directed, monitored and evaluated overall activities of the sales team, created a systemized follow up systems, oversaw their performance and motivated them to accomplish sales targets.
• Identified primary thrust areas of business based on market surveys and analysis, designing and implementing strategic business development measures in order to optimize sales, volume distribution and customer service
• Ascertained top line sales goals and bottom line profit goals are met, by recognizing profitability/ revenue impact of business opportunities and overseeing execution of brand strategies.
• Kept close tabs on market dynamics, trends/ competitor strategies. Collating information and formulating strategies to optimize performance parameters/ business outputs.
• Conducting periodic sales review and drafting sales analysis report in order to keep the upper management abreast of all sales initiatives of the department.
Trainings and Certificates : • Training on Banking plus and other related fields.