Client Service Manager
APEX Employment Services
Total years of experience :10 years, 2 Months
Servicing Clients after the BDM signs the agreement contract with the Clients
Ensure Client Satisfaction in all HR Services Provided
Receives and resolves complaints from employees and clients.
Liaises externally with professional, community and government organizations, and agencies
Supports marketing related events, seminars, mailings and call campaigns to increase awareness and presence in the local market to maximize networking opportunities
Ensure the back office area is maintained in a tidy manner Ensure client files are maintained in a neat and tidy order
Contributes to the meetings wherever possible, providing feedback on experiences and observations of day to day activity, client interaction
Motivate the team and work with them to make sure they abide by all company policies and procedures.
Facilitates all communications, order processing, and reporting of customer and partner transactions
Develops strong knowledge in licensing, negotiation and relationship skills.
Undertakes special projects as requested by the GM.
Selecting the optimum recruitment channel and recruitment source.
T&D recruiters about the market best practices in recruitment and staffing and implement appropriate best practices in the organization.
Plans and coordinates training and professional development programs for staff.
Assists in the planning of office improvements, remodelling, construction and repair.
Ensures that all legal requirements are consistently followed.
Conducts training and other meetings with department staff.
Develop and maintain the recruitment process.
Sets the social media communication strategy for different job vacancies.
Conducts job interviews for the managerial/executive job positions.
Manage all complains of clients and resolve them efficiently
Ensure Recruiters are meeting the needs of our clients
Develop the recruitment process for clients
Managing the business operations of the MENA equities desk and maintain client accounts and be the onbording specialist for all new clients.
and Objectives
To develop and manage the customer service experience for customers at information counters.
Effectively managing the information counter team.
The first point of contact within the branch, effectively managing the large flow of Personal Banking customers and closely monitoring the OH journey across all areas in the branch.
Increasing the personal banking portfolio with a view to assisting in increasing the cross sale ratio.
Increasing the self-service channel usage and working well on audit recommendations to avoid repeat comments.
Responsible of management of all Information Security Risk (ISR) policies, processes and projects within the respective line of business to ensure that proportionate and effective information security controls are established and maintained.
Maximizing the level of referral activities.
Contribute to the effective training and development of staff under the Jobholder control.
Retail Business Wealth Management / MENA (Customer Service Unit).
Responsibilities and Objectives
To develop and manage the individual portfolios of the top 40% personal banking customers, which includes proactive cross selling of the following :
Profitable banking products and the provision of higher value investment and insurance products to existing and new clients. In simple terms, to earn 100% of every credit worthy client’s business.
To provide a high quality, customer driven service through effective coaching in order to pro-actively identify and address customer needs in order to assist HSBC in the achievement of its plan.
Assist branch Manager to achieve branch plan through individual sales targets
Ensure the customer receives a professional premium service which exceeds their expectations
Analysis and follow up of monthly Status exception report. This includes checking of accounts, speaking to customers, following up on customers that have left the companies, liaising with CMU, removing OD facilities and generally reviewing the reason for the exception.
Advanced skills on the HUB system (as relate to RBWM) and CRMS and good interpersonal and communication skills.
Update CRMS on a customer by customer basis.
Prepare/obtain exceptional approval from MEM CRM for Status account/loans where required.
Correspondence relation to Service issues/complaint.
Assist in coordinating and handling special projects as and when required.
Maintain/Update Desk Instruction Book
Provide Sales floor presence to assist in the customer flow through the branch and queue management when needed.
and Objectives
Deliver high quality services to our valuable clients
Ensure satisfying our customers along with the duty of cross selling our bank products and acquire new potential customers that will bring high value for the bank.
Help customers that require assistance in any bank matters policies and procedures.
Handling complaints and suggestions
Cross sell the bank customers credit cards, loans, and other bank products and services.
I continuously achieved my targets timely and efficiently.
and Objectives
Opening individual and company accounts
Check all the legal documents and validate them according to the law and bank policy.
Check with the central bank if any of the customers are blacklisted.
Handle Cheque Book requests for individuals and companies.
courses: Certified Human Resources Professional – CHRP from Blue Ocean Academy “American Certification Institute”
courses: Certified Human Resources Professional – CHRP from Blue Ocean Academy “American Certification Institute”