Senior Executive Manager Retail Banking
BankDhofar
Total des années d'expérience :12 years, 7 Mois
Senior Executive Manager Retail Banking (December 2013 - Present)
Reporting to Deputy General Manager Retail Banking and assigned to revamp the service delivery in the Retail
Banking Division
RESPONSIBILITIES
• Analyze the functions of each unit and develop new operating models aimed at improving the efficiency of each
unit
• Centralize non business functions with other divisions
• Improve the service delivery at branches
• Work with IT and Central Operations on removing operational tasks from branches by either automating the tasks or centralizing them
Temporarily assigned to manage the Bank's only branch that operates from 9am to 9pm. The BankDhofar branch at the Muscat Grand Mall is the only full-fledged bank branch that operates 12 hours a day. Assigned to convert the branch from a typical operational branch to a store that provides banking services delivering the ultimate customer experience.
RESPONSIBILITIES
Analyze and eliminate unnecessary operations
Develop and adopt a new branch operating model focused on delivering the ultimate customer experience
Analyze and review the systems used in branches and their effectiveness/ease of use
Train the staff on all products, services and systems in order to achieve the vision of having a single point of contact for customers
Analyse and improve service delivery
Increase the customer base
ACHIEVEMENTS
Developed a new operating model for evening banking and large branches that has increased employee productivity
Increase in the number of staff handling customers
Increased the efficiency of the branch back office
Improved the work environment at the Muscat Grand Mall Branch
Improved the Loan Origination System
Improved the service delivery turnaround time
Retail Banking focal point for process reengineering & for centralization projects
Retail Banking focal point for issue resolution
Member of the Retail Banking transformation team
RESPONSIBILITIES
Electronic Banking (Alternative Channels)
• Implementation of state of the art user friendly electronic channels solutions and services
• Migration of customers from branch banking to electronic banking
• Creation of tie ups with third parties for mobile commerce
• Annual planning (budget proposals) and business case preparation
Process Reengineering
• Reengineering of the credit proposal requests, approvals and disbursements
• Simplification of account opening and service requests
• Simplification of transaction handling at branches to reduce transaction completion time
• Implementation of Straight Through Processing (STP)
Centralization
• Centralization of retail operational tasks with other divisions
• Reengineering of processes scheduled for centralization
Branches
• Reduction of operational tasks handled in branches
• Implementation of a sales culture
• Improving the service delivery in branches
• Staff competency enhancement
Customer Experience
• Ensuring all products and services deliver the ultimate customer experience
• Measuring the levels of customer experience
• Ensuring that re-engineered processes deliver the ultimate customer experience
Technology
• Introduction of solutions to simplify transactions at branches
• Introduction of solutions to simplify self service
• Preparation of road maps to move Retail Banking to the next level of Banking (Bank 2.0 and beyond)
ACHIEVEMENTS
Process Reengineering
• Completely reengineered the housing loan approval process to reduce approval and disbursement from 3 week to less than 5 days
• Simplification of account opening process and electronic channels subscription
• Loan Origination System implementation
RESPONSIBILITIES
e-Banking
Manage and increase the utilization of BankDhofar’s eServices
Improve the Call Center’s quality and services
Grow BankDhofar’s network of self service channels (ATMs, Cash & Cheque Deposit and Bill Payment Machines)
Introduce new services on all e channels
Formalize processes related to all e channels
Provide monthly, quarterly and yearly MIS
Plan for the introduction of Mobile Banking and Mobile related services
Increase the number of tie ups with third parties for bill payments
Ensure branch staff are well trained to sell e services
Core Banking from Dec 2009 to July 2010
Review all issues related to Retail Banking in the new core banking implementation
Review all documents related to Retail Banking in the core banking implementation
Insure that all branch staff have completed the new core banking system training
Insure that all branch staff have attended the monthly core banking system practice sessions
Insure that all branches have corrected their data before each and every mock migration
Insure that the branches are ready for the simulation and parallel system runs
Review customizations and work around solutions
Manage the Retail Banking’s staff which have been deputed to the core banking implementation project
Policies and Procedures
Review and redraft the policies and procedures for all of the Retail Banking units
Review the Retail Banking’s Operation’s Instruction Manual
Assist in the development of the Retail Banking’s “Instruction Manual for Retail Products”
Retail Enhancement Projects
Plan for the introduction of new services based on the capabilities of the new core banking system
Enhance the services offered in the branches based on the capabilities of the new core banking system
Introduce technology in the branches to minimize errors and speed up service delivery
ACHIEVEMENTS
e-Banking
Launched BankDhofar Online, BankDhofar’s Internet Banking offering
Recruited a new team to support all eBanking channels
Developed all the operational processes related to e-Banking
Enhanced customers expectation from BankDhofar e-Banking channels
Increased the call centre service level
Reorganized the call centre shifts to capture more calls and reduced abandoned calls while reducing the number of agents
Increased saving deposits and loans through the call centre
Introduced new services via BankDhofar e-Banking channels
Coached all the call centre agents, branch employees and direct sales agents on e channel services.
Developed the BankDhofar regional workshops program to develop the skills of branch employees.
Created a tie up with Fuel stations to install ATMs in strategic filling station locations
Core Banking Prior to Going Live
Took over the core banking project in December 2009 and managed to catch up in a very short period of time
Took important decisions on behalf of the AGM of Retail Banking related to the implementation during his leave
Managed a successful simulation and parallel runs
Core Banking Post Going Live
Assisted in the development of the plans for supporting the branches
Developed the processes used by the branches to report issues/request for assistance
Formalized the new set of account/service request forms based on the new core banking system
Policies and Procedures
My department was the only department in Retail Banking to have all policies and procedures documented
Assisted all the Retail Banking Units in reviewing and re drafting their policies and procedure
Analyzed the Retail Banking Lending Portfolio and re wrote the following policies: a) Personal Lending Policy b) Housing Loans Policy c) Credit Cards Policy e) Overdraft Products Policy
ACHIEVEMENTS
Business Development
• Grew the current call center with 4 agents for one entity to a total of 30 Agents providing services for 5 entities in addition to supporting the growth of the company's call centers in region.
• Successfully managed the call center and staff while maintaining a regular business development program for the company.
• Updated the training program and job description for the contact center staff.
Internet and Data Sales Manager (2006 -2007)
ACHIEVEMENTS
• Managed the new Omantel Key Accounts, The Wave Muscat, Salam Resort and Spa, The Blue City and Muscat
Golf & Country Club.
• Drove Omantel's Microsoft Hosted Exchange service and restructured the existing offering.
• Coached the Omantel Sales Team on how to effectively sell and demo the Hosted Exchange Service.
Senior Sales Expert, Fixed Line Telephony (2005 - 2006)
ACHIEVEMENTS
Met all 15 assigned Key Performance Indicators (KPIs)
Stopped the decline in fixed line revenue and reversed the trend.
Drove the development and testing of new value added services and the re-launch of previous services, growing the previously stagnant business by 6% in two months.
Managed the Omantel call centre to sell additional services. A first for Omantel, reducing queuing and increasing sales
ACHIEVEMENTS
OEM Sales
• Grew the FY 2005 OEM revenues by 100%, closing the year with more than USD1.2M.
• Grew the number of Microsoft resellers purchasing original OEM packs from local distributors, hence reducing
pirate sales and across the border sales.
National PC Campaign
• Assisted in the development the National Omani PC Campaign for Microsoft and the Ministry of National
Economy to boost PC and Internet usage in Oman
• Worked on establishing a partnership between Microsoft, Ministry of National Economy and a local vendor to produce a low cost PC for the Omani market.
ACHIEVEMENTS
Sales
• Led a successful win back campaign for a major bank.
• Won back major competitor accounts to achieve the 2003 PC quota.
• Achieved all 2004 quarterly quotas.
• Achieved IBM Sales certification within one year.
1983 - 1997 The Sultan's School, Muscat, Sultanate of Oman Omani High School Degree