Head Branch Command and Control
QATAR NATIONAL BANK
مجموع سنوات الخبرة :15 years, 9 أشهر
Jan 2009 - Till Present with QATAR NATIONAL BANK as Head Branch Command and Control
Accomplishments and Key Responsibilities: ⇒ Implemented the Branch Dashboard system for monitoring the SLA's and KPI's.
⇒ Reviewing the Operational Procedures, setting up new procedures and policies to ensure risk free processes are followed at branches and at the same time convenient for customers.
⇒ Implemented the CRM and Workflow solution.
⇒ Initiated and completed the Core banking Data Clean Up Project.
⇒ Continuous Revision of Sales Targets of the Branches
⇒ Identified the training needs of the CSR's and Branch Managers and ensure providing the same
⇒ Responsible for managing staff transfers within Branches
⇒ Responsible for Recruiting new staff as and when required
⇒ Responsible to identify new opportunities for opening Branches, installation of ATM's etc
⇒ Responsible to perform mystery shopping in branches to ensure quality customer service at all times
⇒ Responsible to evaluate the SLA of applications received in branches and forwarded to concerned operation departments.
⇒ Responsible to evaluate the Branch staff appraisals.
⇒ Stringent Monitoring of Daily Balance Sheet and P&L accounts of Branches.
⇒ Stringent Monitoring of Sales Targets achieved by Branches.
⇒ Continuous revision of the processes based on the QMatic dashboard results.
⇒ Testing and Implementation of the related systems and process for the issuance of IPO;s.
⇒ Nominated as "SUBJECT MATTER EXPERT" at Retail Banking.
Jan 2004 - Dec 2008 with QATAR NATIONAL BANK as Head of Customer Services
Accomplishments and Key Responsibilities: ⇒ Dexterously handled the following functions: - Supervision of all Customer Service Desk and ensuring Service levels at respective stationed Branch.
- Supervision of the Teller Counter Area ensuring that the wait time is reduced and also directing and educating customers to ATM's, Cash deposit machines and e channel solutions provided by the Bank.
- Ensuring that the counter staff have processed financial transactions accurately & promptly in accordance to the Bank's policy and procedures.
⇒ Enhanced client satisfaction particularly VIP satisfaction through quality service deliverables.
⇒ Ensured accurate & proper checking of counter posting reports and vouchers and adherence to audit regulations while delivery of cards & pun mailers.
⇒ Initiated resolution of numerous customer complaints within the Banks committed SLA's.
⇒ Received 'Best Branch Performer' award in 2005.
- Staff Appraisal Program, Yr 2006
- ALICO Insurance Package Program, Yr 2005
- Anti Money Laundering Program and Compliance, Yr 2004
Year 2001 - Dec 2003 with QATAR NATIONAL BANK as Sr. Branch Customer Service Officer.
Accomplishments and Key Responsibilities: ⇒ Handled the following functions: - Manning the Customer Service Desk and ensuring Service levels at respective stationed Branch.
- Responsible for follow ups on ATM, credit cards.
⇒ Custodian of the ATM and Credit Cards for the Branch assigned to.
⇒ Proper Sales tracking for the Branch.
⇒ Reconciling Branch related income and expenditure account.
Training Programs Attended During Tenure In Qatar National Bank
- Know your Customer and Customer Service Relationship, Yr 2001, Yr 2002, Yr 2003
Jan '01-Jun '01 with JAIDAH MOTORS & TRADING COMPANY as Accountant.
Accomplishments and Key Responsibilities: ⇒ Bestowed with the responsibility of checking the daily vouchers for sale of different products sold by all the branches of the company.
⇒ Took the initiative to remove the concept of manual preparation of vouchers and requests forms and created a new process of preparing e-vouchers and on line request forms for branches and other departments within the firm.
1999-2000 with HSBC BANK MIDDLE EAST as Clerk - Finance & Treasury Department.
Accomplishments and Key Responsibilities: ⇒ Responsible for checking the following reports on daily basis: ✓ Profit and Loss Report
✓ Balance Sheet
✓ Journal Vouchers
⇒ Successfully handled preparation of the following: - NOSTRO accounts, QCB liquidity ratio. (Daily, monthly, quarterly and Yearly)
⇒ Expertly handled release of Telex Transfers (Swift), Treasury related rates like Spot rates and Overnight Payments.
EDUCATONAL CREDENTIALS
⇒ Bachelors in Commerce from S.D College -Allepey, Kerala University in 1999.
⇒ Advanced Course in Microsoft Office and Programming, NIIT IT SKILL SET - Equation - Core Banking - On Demand - MIS Tool - Microsoft Office