Head of Sales - Altanative Delivery Channels
Arab National Bank
Total years of experience :24 years, 3 Months
Head of Sales - Alternative Delivery Channels
Arab National Bank- Riyadh
July 2010 - Present Saudi Arabia - Riyadh
Designation Chronology
• July 2010 - Present, Head of Sales (Telesales Manager)
• December 2006 - July 2010, Segment Officer (Youth & Pensioner Segment Manager)
• October 2000 - December 2006, Marketing Officer
Key Responsibilities
* Manage all sales activity thru Alternate Delivery Channels
* Manage Telesales, both inbound and outbound for the consumer asset products category.
* Manage Phone Banking transmission from Service to Sales channel
* In- charge of sales process optimization through Digital Banking Channels
* Manage Unclaimed and Dormant Accounts Communication Unit
* Manage outbound calls for AML Incidents
Call Center Operations
• Supervise call center operations, design and implement action plans for operational improvement and productivity increase.
• Assess team performances, conduct performance appraisals and execute corrective programs to check performance deviation.
• Initiate formal communication at all levels, supervisors, team leaders and senior personnel to present MIS and resolve operational issues.
• Determine shifts, plan rotation schedules, scrutinize records and team activities, recruit new people as required and provide job specific training.
Sales Management
• Contribute to annual sales planning, define sales objectives, identify key areas for expansion, estimate time required for execution of each task, allocate resources, both financial and personnel and set criteria for performance measurement of every task.
• Effect credit card sales, activate new cards through extensive sales initiatives, promote credit cards through an outbound team, set performance expectations and monitor weekly, fortnightly and monthly sales achieved.
• Arrange extensive training for sales staff that includes complete product knowledge transfer, language & diction training and voice modulation.
• Issue specific instructions to internal teams on handling customers, ensure quality service and maintain excellent relations with existing as well as prospective customers. CRM System Management
• Work with the IT team to design and modify CRM systems, assess operational requirements from time to time and implement changes as required.
• Train teams to ensure disciplined use of the system, record data and customer communication, raise tickets, register complaints and initiate actions with particular focus on tracking account history as and when required.
Team Management
• Direct sales teams to achieve defined targets, incentivize performances, regularly evaluate results and offer recognition, rewards & benefits to top performers.
• Mentor teams, interact with low performing members and motivate them to enhance skills through trainings and seminars.
Productivity Improvement
• Monitor calls for quality assurance, check clarity in interaction and verify technical quality of the calls made.
• Generate and present reports to the senior management based on detailed analysis of sales data, explain key areas of deficiency that affect business to enable effective decision-making.
Complaint Resolution & Grievance handling Mechanism
• Manage customer complaints; provide effective solutions within lead times, with branches to implement solutions and record cases for future reference.
• Handle internal grievances through a robust mechanism to ensure speedy resolution and sustain performance levels despite operational or HR problems.
Lead the project management office of Retail Group, and the main contact between Business sponsor and all project stakeholders
Adminsiter the implementation of Retail project and ensuring the delivery of project on time within budget and scope
Responsible for the Direct Channels which includes ATM Network, Contact Center; Biller Solution; Direct channels Quality Assurance and Projects
Key Responsibilities
• Handled youth and pensioner customer segments, designed products customized to meet requirements of these classes.
• Liaised with the pensioner class, facilitated timely withdrawals of pension amounts and updated internal records of all transactions in the category.
• Prepare marketing material and offers for the targeted segment
• Interacted with government offices as required to ensure compliance with pension laws and regulations.
• Manage Marketing Activity for anbi ( anb Invest )
Key Projects to Credit u**
As Marketing representative of the bank, managed the entire set of business development activities at the following exhibitions. Designed the strategic sales plan for housing finance schemes, responsible for stall booking, promotion and campaigning.
• November 2006: Saudi Autoshop 2006 "Riyadh"
• November 2006: Saudi International Motor Show “Jeddah”
• November 2006: The 4th International Real Estate & Housing Exhibition “ESTATEX”
• May 2006: Riyadh Real Estate and Construction Development Exhibition
• May 2006: Women Beauty Expo - 2006
• March 2006: Al Madinah Real Estate
• February 2006: Jeddah Real Estate “ Jrex “
• November 2005: The 3rd International Real Estate & Housing Exhibition “ESTATEX”
• May 2005: Riyadh Real Estate and Construction Development Exhibition
• February 2005: Jeddah Real Estate “ Jrex “
• October 2004: The 2nd International Real Estate & Housing Exhibition “ESTATEX”
Highlights u**
• Assigned additional responsibility as Acting Product Manager for housing and consumer loans.
• Promoted and improved sales of retail products, offering customized options to the salaried class.
• Designed effective ATL and BTL campaigns to increase sales of retail assets of the bank and assisted in business development through design and promotion of innovative offers.
• Initiatives included awareness & promotional campaigns, utility bill / SADAD usage campaigns through phone banking & ATMs, direct marketing, advertising and cross-selling campaigns.
Key Responsibilitiesu**
Website Development & Online Marketing
• Worked with the website development team to design the bank’s website, strategized and developed content for various pages to make the site more informative and assisted in finalizing aesthetics to ensure a suitable online interface.
• Studied the intricacies of website development to arrive at a user-friendly interface, focused on ease of navigation and relevance of content matter for retail and institutional visitors.
• Designed special product offerings for users of internet banking facility, credit and debit cards and initiated an educational program to acquaint first-time users with new products in the retail banking segment.
• Developed and arranged information / content on the website in a manner that prompted inquiries from visitors and contributed to achievement of sales targets.
Product & Brand Management
• Assisted in the maintenance of the bank’s brand image, ensured appropriate media planning and activation strategies along with contribution to the brand planning and budgeting function.
• Presented sales forecast, managed activities required to introduce new products, effected sales through well-planned strategies and generated reports for senior management review.
Customer Segmentation
• Identified customer segments in the banking sector, studied the data carefully to arrive at distinct competitive advantage that the bank could offer and assisted in the development of retail banking products / consumer asset products suitable for every customer type.
• Distinguished low-profit areas from high-profit ones and offered different products in both segments; this also ensured proper branch-wise allocation of financial and human resources.
Key Responsibilitiesu**
• Interacted with the university administrators to implement projects and handled events.
• Managed the PR activities of the institution in line with university guidelines and handled administration tasks for various departments.
• Completed administration, counseling and admission processes to ensure well-organized candidate enrollment.
• Contributed to the organization of Graduation Ceremony for the year 2000; coordinated with guests and speakers, issued invitation letters and arranged reception.
• Participated in Al-Jenadriyah (15) cultural and heritage festival - media committee.
Professional Development Trainings & Certifications • Certified SAMA professional: Retail Banking - Professional Foundation Certificate with a score of 95 / 100 • Business Acumen • Effective Delegation Skills • Financial Management • Brain at Work • Risk Management * Profitable Card Management * Digital Payments and Convergence Management Trainings • Principles of Shariah -Compliant Banking • Innovation and Creative Thinking • Sales Management • Leadership Skills for Managers • Essential Planning & Operational Skills for Contact Center Managers • Compliance Awareness: AML/CTF • Managing Growth Through Innovation * Bank Management