Lead Station Manager
Serco Middle East - Dubai Metro
مجموع سنوات الخبرة :26 years, 11 أشهر
• Lead a group of station supervisors and station staff in overall daily operation of Dubai Metro and its Car Park
• Ensure standard, timely, safe and word class customer service in a multi-national transport environment
• Manage customer service survey and client (RTA) feedbacks and provide improvement measures to meet KPI targets.
• Manage competencies and training of staff with globally-accepted standards
• Monitor team or individual performance and submit report to Line Manager
• Provide action and reports for the rectification and improvement of building asset and equipment
• Conduct procedures in maintaining service and safety of public during emergency cases
• Coordinate with Dubai’s Third Party teams in ensuring metro safety and rescue
• Operate internal metro station systems that support operations and fault reporting
• Manage public crowding during special events; create and submit crowd control plans to upper management and RTA
• Implement standard access controls to concessionaires and retailers; manage business relationships
• Manage overall branch operations that include retail and corporate sales, customer service and inventory management
• Supervise and improve staff performance in sales and customer service
• Provide sales and P&L reports to Regional Sales management
• Create and implement sales plan and strategy designs in meeting business targets
• Manage customer relations and retention; conduct sales presentation for value-added service offers
• Manage collection of payments from clients with personal loan overdue.
• Prepare collection reports, staff performance and conduct client visit for account mitigation.
• Prepare collection strategies and present to Collection Head.
• Conduct training and/or coaching of collection staff
• Collect payments from clients with credit card balance overdue.
• Prepare collection reports and meet clients for making of account restructuring.
• Coordinate with accredited external collection agency and provide report of their performance.
• Attend court hearings to represent the bank for additional means of debt collections.
• Conduct training and/or coaching to collection staff
• Collect payments from clients with credit card balance overdue and meet monthly targets.
• Prepare account reports and meet clients for making of account restructuring.
• Coordinate with accredited external collection agency and report their performance.
• Make daily calls and send collection letters to delinquent card holders
• Teach college students with health subjects thru classroom learning and outdoor
• Provide lectures, visual aids, laboratory exercises and examinations to measure class standing
Graduated with honors as Cum Laude, the third highest academic excellence award. Recognized as Best Program Thesis submitted in College of Arts and Sciences