Regional Branch network Senior Manager
Bank Albilad
مجموع سنوات الخبرة :27 years, 9 أشهر
Managibg regional branch netowrk in albilad bank in S reigon
• Responsible to leads and manage there units and teams :
1- Direct Sales team : Responsible in leading the direct sales teams to achieve their target and improve their quality and services and exceed the electing levels from them.
2- Auto pay team : Responsible in managing and serving corporate staffs by visiting them in their premises and serving them start from opening accounts, activating their staffs cards, delivering cards and pin if required and giving them a full support and assistance until they have a full retail basic package services and products.
3- Retail corporate relationship team : Responsible in enhancing, developing and managing retail relationship with corporate companies who are interesting to have a retail service and products for their staffs including signing an agreement with new companies and improving and developing the existing ones.
• Responsible for introducing a sales culture and the application of effective / standardised sales activity management processes to develop "needs based selling" for the Direct Sales team across the Area
• To hire, lead and oversee a large team of sales agents and maintain a good level of interaction through regular meetings. Building excellent relationships with BMGs/CEBS Manager/Officer / Corporate RMs to explore new business opportunities.
• Implementing pro-active/creative initiatives to generate sales and meet monthly and annual sales targets.
• Responsible for planning, implementing and achieving targets and other measures as agreed with the Senior Manager Business Development.
• Effective planning of customer contacts and meetings to ensure efficient use of time and resources. Regulatory responsibility for ensuring that all internal procedures, compliance and bank guidelines are met. There are no compliance breaches caused by the individual sales staff selling SABB. Make sure that the sales Quality standards are maintained by DST agents and payment authority errors not exceeding the min. percentage.
• Plans directs and controls the services, operations and administration of the branch so as to maximise efficiency and productivity and to provide consistently high standards of internal and external customer service in line with strategic and operating objectives. Stimulates business development, based on annual marketing plan and expands the branch deposit base.
• Contributes to the profitability of the branch, maintains and enhances the level of customer service and safeguards the bank potential loss. Boosts staff morale and relations and getting and keeping HNWI and affluent customers. Review and monitoring branch DST agents sales and daily customer communications activities.
During this period I was handling tow position at the same time Customer experience, quality assurance and Head of DST as the head of DST left SABB and I was handled the position temporary as the bank diced a new structure and policy for DST teams and to be distributed to the main branches in SABB.
• Support branch network to provide the standard level of service and quality given to customers. Monitoring my team who is handles all the complaints received through the various Banking channels, and arrange for closing them within the agreed SLA.
• Total support to product development and service quality standard in head office and develop complaint handling to insure best resolution for customer complaints. Read, understand and analyze customer complaints before deciding to assign them to the department of action.
• Effectively invest the time and efforts to resolve complaints within SLA and insure the unit’s monthly target is achieved. To conduct / attend meetings internally & Externally to help develop complaint handling and communicate positively with colleagues in relevant departments/branches within SABB in order to reach the best resolution for relevant customer complaints.
• Highlighting potential problems to top and area management and make sure to follow to the required standard demanded by INA/regulators. Review, Maintain SQS system to insure delegation & Natures accuracy and highlight problem areas and develop ways to resolve issues.
• Responsible for customer care untie who is handling customer complaints received through the various Banking channels.
• Responsible for service development unit who is handling all service and quality projects such as Mystery shopper, customer satisfaction, nemo q project, floor walker project and screen TV …etc.
• Responsible for ATM unit who is handling the new ATM and CDM installation from A to Z.
• Responsible for new branches project and branch renovation project and been the project coordinator and manager until the branch been operated
• Responsible for retail compliance unit.
• Working for Direct Banking as Call Centre Manger in SABB, then I act as Head of Direct Banking (DB include Call centre, SABB Net and SABB ATM monitor unit) for a short period before I transferred to the next role which Head of retail Service.
• The main responsibility and role is to provide exceptional, fast & reliable services to our customers and to take the ownership of customer’s contact by providing efficient services and improve customer loyalty by exceeding customers expectation and on going enhancement for the services provided. Also to achieve dept. sales target through the outbound team in call centre.
• Ensures that the Strategic and Operating Plan objectives are met through the provision of focused customer service in the Branches in the District.
• Builds the capabilities of Branch Managers and staff to produce the highest level of cost effective service to customers.
• Ensures that the reputation and profitability of the bank is protected by adhering to operational guidelines.
• Develop effective teams in the branches to deliver superior cost effective service and operational efficiency.
• Promote the usage of Remote channels by customers to provide customers with the relative benefits of such delivery channels.
Jan 1998 - Dec 1999: (The Saudi British Bank - SABB)
Join the Junior Officer Development Program. ( Future Executive Managers Orientation Program ). I was taking
Training courses in the retails sector and at the same period have on job training in the branch network at the same
Time.
Dec 1999 - Dec 2000: (The Saudi British Bank - SABB)
Continue in the JODP program but in corporate department. I was taking training courses in corporate section and at
the same period have on job training in the branch network at the same time.
• Manage the NCCI customer interface and maintaining positive and loyal customer relationships, customer satisfaction and retention.
• Manage the necessary business process (Taking account of any approval personal authority limits) in order to meet the insurance requirements of all allocated new and existing customers.
• Analyze incoming risks received.
Diploma in Computer Application
Diploma In Marketing
Diploma in English language from ELS center