Regional Operations Manager
Muvi Cinemas
مجموع سنوات الخبرة :19 years, 2 أشهر
Provide leadership and operational direction to the cinema team. Ensure customer service standards are delivered while monitoring business costs.
Supporting expansion both in existing and new cinema projects.
Providing leadership, building the capabilities, connecting with and motivating team members both on an individual level and as part of the team.
Protecting and enhancing VOX culture through the management of direct reports and influences over cinema teams to meet company objectives.
•Working Closely with the Head of Customer Experience to develop and implement Customer Experience departmental policies, procedures and operational processes.
•Managing Customer engagement Centre Provider with agreed guidelines, budget and SLA's.
•Develop and deliver flyadeal foundation training program and developing standard operation procedures for Airport Sales offices.
•Developing, implementing Customer Care process, and managing it.
•Developing and maintaining relationship with the regulator and taking ownership of handling all the Customers complaints received from the regulator.
•Create a clear performance appraisals for CEC team.
•Daily, Weekly and monthly report for sales and Customer Care along with amonthly review for the senior leadership team.
•Create a culture to promote safety and security environment in CEC and toreport any matter related to S&S using Safety Management System.
•Member of flyadeal Safety and Security.
•Creating a clear incentive program based on specific KPI's.
•Create Clear succession and developing plan for CEC team.
•Responsible of hiring new members in the CEC team with the support of people department.
•Ensure the day-to-day effectiveness of the Customer Care team by ensuring that all systems and procedures are followed, and customer expectations are met in a timely and professional manner.
•Maintain a positive attitude and maintain the team spirit; manage and motivate the team.
•Manage any customer complaints; monitor the performance of all operations; and provide progress and status reports.
•Generate daily status reports and investigate any deviation and implement corrective action.
•Review operational procedures and develop daily operation process to fit Kinan environment, and ensuring all procedures are adhered to and promptly to the notice of management.
•Responsible about CRM activities within the designated region.
•Ensure counting development and improvement in Customer Satisfaction and keep and maintain all relevant customer record within the customer relation management.
•Implementation of a robust data management system to ensure recording of essential information for each owned/inventory asset.
•Monitor the effectiveness of pre-handover inspections, ensure feedback is followed up and escalated where necessary.
•Manage the process for the handing over of properties to Customers; ensuring the customer receives a professional handover of their property.
•Maintain level of staistfaction for each part in the customer journey with Kinan in the designated area.
•Ensure proper implementation of Customer Services policies, procedures and standards development by
NWC Corporate.
• Look for innovative ways to increase the company revenue.
•Provide a comprehensive information service to the customers, advising on services.
and ensures that it is being adhered to ensure cost effectiveness and competitiveness.
•Responsible to use range of communication methods to ensure that where possible customer enquiries,
payments and complaints are resolved at the first point of contact.
•Encourage feedback on services provided and recognize the changing needs of the service, and make
recommendations to the Supervisors for service improvements.
•Participate in the induction and training of new Customer Services Centre's Supervisors to ensure a high
level of up to date knowledge is maintained.
•Undertake general administrative duties in the Customer Information, including opening and sending mail,
leaflets, faxes, to ensure the smooth flow of work within the Customer Service Centre.
•Ensure that all customers' needs are met effectively and that any complaints, issues or feedback is dealt with promptly.
•Ensure the smooth running of conference facilities, customer parking and other scheduling duties carried out by the team.
•Ensure that the building is maintained and cleaned to a sufficiently high standard and arrange any repairs,
maintenance, etc as necessary promptly and within budget.
•Provide periodic reports to the management detailing status on customer service issues monthly/quarterly
basis.
•Evaluate subordinates performance in a fair, transparent and objective manner on a periodic basis.
• Prepares Customer Service Centre's annual operational & capital budgets.
• Monitoring Customer Service Centre’s external and internal KPI’s.
•Assist and advice leaders, managers, and teams to the best use of the project management discipline and approaches with in a fast paced.
•Act as a reference point for department's quires and information and advocate for best practices in project
management.
• Prepares Customer Service department annual opex & capex budgets and ensures that it is being adhered to ensure cost effectiveness and competitiveness.
•Maintain processes to ensure project management documentation, reports and plans are relevant, accurate & complete.
•Track and report on project portfolio performance, providing a real-time, comprehensive, and prioritized
view of customer service projects.
•Share lesson learned and best practices across programs, building relationship across customer services
divisions.
•Develop and maintain a basic understanding of customer policies and procedures as relevant to processes.
•Prepares Customer Service department annual operational & capital budgets and ensures that it is being adhered to ensure cost effectiveness and competitiveness.
• Responsible of training programs for the customer service division.
• Working closely with the Branch Manager to achieve overall sales and service goals by maximising sales
referrals.
• overseeing daily operations and ensuring the delivery of excellent client service; supporting sales plans that
are aligned with overall business targets and priorities to achieve goals.
• Developing and executing action plans to prove operational controls, and mitigating controllable losses while maximizing Customer Advocacy.
• Monitoring and adhering to operational controls, including legal, corporate, and regulatory policies and procedures to ensure the safety and security of customers and bank assets.
• Assist in creating a strong sales, service and operation culture, fostering an environment in which all branch
employees and segment partners excel and achieve scorecard goals.
• Support portfolio growth by coaching Tellers to effectively identify referral opportunities and perform
sales/referral activities. Develop high performing tellers in order to build bench strength.
• Leverage workforce planning tool to optimize staffing in branches to ensure effective lobby and line
management to provide exceptional client service and comply with all legal and regulatory requirements.
• Resolve escalated client complaints/issues promptly and effectively.
• Conduct 'daily proof processes' to ensure adherence to operational requirements; investigate controllable
losses among branch staff; provide coaching and performance management on decisions and processes used.
• Partner with Area Operations Director in the execution of operational excellence and achievement of operational goals.
• Partner closely with Branch Manager to manage hiring, performance management and compensation of
Tellers. Adhere to staffing guidelines and recommended mix of full-time employees.
• Provide specialist financial advice and support to clients under my portfolio and strategically important
clients to ensure that their corporate needs are fulfilled.
• Identify and establish new relationships, consistent with the Bank's commercial objectives, so that bank's
market share is maximised.
• Identify the credit worthiness/risk appetite of portfolio clients and introduce them to bank products/services
accordingly to maximize portfolio revenues.
• Judge and read the market in as far as new business opportunities are concerned.
• Analyze cross border issues that are likely to impact on Bank business.
• Structure complex deals tailored to customer needs.
• Assess the competition & formulate counter strategy to safeguard bank position & with new business.
• Identify risk issues & problem areas & respond to safeguard bank interests.
• Negotiate & convince customers to buy Samba product/services.
• Network with key players externally & internally.
• Maintain high client satisfaction ratings through successful working relationships with clients.
• Remain abreast of the market, industry, competition and regulatory developments to contribute to the enhancement of the businesses' products and services.
• Lead a high performance cross-jurisdictional team and ensure adequate staff training and development is
carried out.
• Guide, effectively delegate tasks and manage Assistant Relationship Manager.
• Assist with portfolio credit monitoring process in compliance with group credit policies, standards and regulatory requirements.
• In conjunction with Branch Manger, implement branch agreed Sales Plan.
• Acquire the set (target) of new Diamond & Gold accounts.
• Activate the potential inactive / low balance accounts as sales strategy.
• In conduction with Branch Priority Officer assist in delivering the priority program upgrading core accounts.
• Identify and convert the (target) of prospect customers. •Cross Sell of other bank products & Treasury.
• Extend support to other units to promote Sales.
• Familiarize yourself with all bank’s products. •Achieve satisfactory ARR & QSA ranking as a branch (Team).
• Awareness of AML / Fraud / Sanctions.
• Strict adherence to all compliance (legal & regulatory) guidelines. •Work to achieve Quarterly targets.
• Closing of all complaints & inquiries within standard time.
• Highlight significant issues immediately to Branch Manager.
• Maintain the acceptable level of branch operations, professionalism to uphold the SAMBA image.
• Coaching of new hires & prepare effective back-ups.
• Educate and encourage Customers to Remote Delivery Channels & caution fraud attempts.
• Communicates clearly, concisely and accurately in order to ensure effective store operations.
• Filters communication to the shift team as directed by the store manager.
• Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
• Demonstrates integrity, honesty, and knowledge that promote the culture, values and mission of Starbucks.
• Maintains and models a calm demeanor during periods of high volume or unusual events; continues to keep store operating to standard and sets a positive example for the shift team.
• Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
• Engages in conversation with customers to understand customer needs and the needs of the community in which the store is located.
• Maintains regular and consistent attendance and punctuality.
• Models a customer comes first attitude, delivers legendary customer service, and supervises partners to ensure they are delivering legendary customer service.
• Responds to immediate store needs by utilizing external resources such as Partner & Asset Protection, Partner Resources and Food & Beverage.
• Reviews store environment and key business indicators to identify problems, concerns and opportunities for improvement in order to provide coaching and direction to the shift team to achieve operational goals.
• Communicates ideas to the store manager for broader areas of improvement.
• Supports store manager in implementing company programs by working directly with shift team to execute action plans that meet operational and organization objectives.
• Supports store operations by recognizing and reinforcing individual and team accomplishments through existing organisational tools and makes recommendations to store manager on new, creative, and impactful methods of recognition.
• Utilizes and provides direction to partners during their shift on the use of operational tools to achieve operational excellence.
• Acts as a coach and mentor to partners by using discretion in assessing performance, providing feedback and coaching to improve partner performance, and effectively recommending employment decisions to store manager.
•Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.
•Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.
•Anticipates customer and store needs by constantly evaluating environment and customers for cues.
•Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift.
•Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
•Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
•Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.
•Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
•Maintains a clean and organized workspace so that partners can locate resources and product as needed.
•Maintains regular and consistent attendance and punctuality.
•Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards.
•Follows health, safety and sanitation guidelines for all products.
•Recognizes and reinforces individual and team accomplishments by using existing organizational methods.
•Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.
•Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.
•Anticipates customer and store needs by constantly evaluating environment and customers for cues.
•Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift.
•Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
•Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
•Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.
•Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
•Maintains a clean and organized workspace so that partners can locate resources and product as needed.
•Maintains regular and consistent attendance and punctuality.
•Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards.
•Follows health, safety and sanitation guidelines for all products.
•Recognizes and reinforces individual and team accomplishments by using existing organizational methods.
University of Business And Technology Master's degree, International Business, 2012 - 2014
College of business administration CBA Bachelor, Marketing, 2005 - 2010
Al Thagar High School, Khaldyah High School Degree, Science, 2001 - 2003
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