Business Continuity Senior Manager
Al Hilal Bank
مجموع سنوات الخبرة :25 years, 10 أشهر
• Designing policy and setting up the BCMS at the bank
• Implementing the BCM framework, by creating a set of guidelines, processes and procedures.
• Conducting business impact analysis and risk assessments, creating and testing Business Continuity Plans for all the bank’s units.
• Creating recovery procedures and Crisis Management Plan for the bank.
• Conducting internal audits
• Emergency Notification System setup.
• Supplier’s evaluation
• Currently working on a lead and complaints management project, involving all the departments in the bank, the project involves gathering business requirements, agree on routing and escalation matrix, liaising with the vendors to ensure proper and timely implementation of the project
• Currently in charge of implementing many services related to contact centre to be launched for the first time in UAE
• In charge for designing the process flows and transaction limits for all the contact centre services and financial transactions
• Currently working on designing the debit and credit cards process flows, and writing the SLA between the bank and the cards outsourcing provider
• Hire and brief technology consultants, participate in creating RFP and co-ordinate with IT for design inputs.
• Responsible for contact centre strategy planning, hiring, structuring, and designing contact centre people strategy
• Create Contact Centre UAT scripts and monitor UAT process
Pre-launch planning and stress testing
• All other job related functions like, ensuring adherence to SLAs, lead and motivate staff, coordinate with different departments to ensure the smooth delivery of services and transactions
Contact centre Manager
Noor Islamic Bank
Dec 2006 - Dec 2007
Project phase:
• Responsible for call centre sizing, site identification, fit out planning.
• Hire and brief technology consultants, participate in creating RFP and co-ordinate with IT for design inputs.
• Work with HR for people strategy planning, and create organisation structure for the contact centre
• Build competency profiles, JDs and hiring plan
• Co-ordinate with consultants and the brand management team to create the IVR flow
• Work with the product managers to create product based services and harmonise SLA’s across product lines
• Translate product processes into contact centre workflow
• Create Contact Centre UAT scripts and monitor UAT process
• Pre-launch planning and stress testing
Two teams report to the above position.
The Hexagon/HSBC Net support team (3 agents)
Handling all the technical side and providing professional customer service to a wide range of customers, The corporate call centre (18 agent)
supporting a customer base of more than 5000 customers,
This position reports to the Regional Call Centre Manager, This position also provides leadership and ensures that competent, consistent standards of service are continually offered to an increasingly diverse range of customer communication including IVR, TSR inbound calls, resultant outbound calls, internet banking support.
Job responsibilities
Supervising and directly involving in the delivery of a diverse range of Tele-Banking services, ensuring professional, quick and knowledgeable response.
Safe guards the Bank and its customers from potential loss Through listening to calls and approving transactions within set limits and eliminating transaction errors of agents.
Monitoring the staff development through coaching, training, and performing quarter and end of the year appraisals.
Directly involved in the selection of new agents through interviewing, role-plays, evaluating.
Providing feedback to agents and recommendations for development and disciplinary measures if required.
Enhance the profitability of the Bank through encouraging staff to identify and maximise selling and cross-selling opportunities and performing commission earning transactions.
Performing call scoring to ensure the delivery of top quality customer service and enhance customer satisfaction.
Monitor and control the efficiency of the call centre operation by generating, reviewing and analysing MI reports to ensure best use of available resources and using this information for corrective measure.
Holding regular team meeting to ensure the delivery of high quality customer service.
Received 3 Afkar Awards till date for new ideas already implemented