مدير تميز الأعمال Business excellence Manager
اليمامة للحديد
Total years of experience :27 years, 3 Months
مدير عام المصنع
HIGHLIGHTS:
• Worked extensively to design, update and maintain the organizational structure to achieve business objectives as per plan, established a progressive work culture, developed the HR manual, employee code of conduct, grading system and compensation structure.
• Designated to liaise with government offices (Jawazat, Labour, Civil Defence etc.) as required to submit compliance reports, secure necessary approvals and permits, process social security insurance for employees and fire-fighting system installation for 78 sites across KSA.
• Led ERP System Implementation (SAP) HR Module, oversaw system integration and employee master data transfer.
• Developed systems for centralized governance and HR policy implementation, enhanced workforce productivity and motivation and focused on business expansion initiatives to boost profits.
• Devised exceptional employee rewards & recognition systems across all offices to dynamically improve business results.
KEY RESPONSIBILITIES:
• Lead the Saudization program and induct Saudi nationals to fill up vacant positions across the organization; ensure appropriate salaries and benefits are provided as per law to all employees.
• Formulate HR policy and procedures to support operations excellence objectives by recruiting, training, retaining and developing the right candidates and enhancing workforce productivity through incentive planning and variable pay measures.
• Plan and implement organizational development initiatives, communicate performance expectations to the staff, provide incentives to encourage improvement in productivity, boost effectiveness of HR programs and increase employee participation and engagement.
• Develop the annual training calendar and direct the HR team in the implementation and completion of training programs, enhance employee skill-sets through job-specific training and evaluate post-training performance improvement.
• Closely monitor employee performance, map employee career progression, prepare succession plans and provide tools for performance improvement; organize and deliver motivation coaching.
• Monitor attendance of office and on-site staff, oversee leave pay calculations, authorize monthly salary & wages sheet and ensure payments are released in time to office staff, contract workers and on-site managers.
• Design a comprehensive recruitment and selection process, approve job descriptions, lead the recruitment activity and on-board the best fit candidates for each vacancy in the organization.
• Implement a robust performance management system, retain top performing employees and recommend high-performers for promotions and salary hikes.
DESIGNATION CHRONOLOGY:
• Jun 2005 to Feb 2008: Branch Manager
• Mar 2003 to Jun 2005: Regional Manager Assistant
• Sep 2001 to Mar 2003: Customer Care Officer
KEY RESPONSIBILITIES AS BRANCH MANAGER:
• Directed daily branch activities for effective operations, prepared weekly and monthly work allocation plans, assigned tasks to each department and monitored completion of allotted work.
• Ensured compliance with banking regulations applicable in the region, submitted operations performance reports for management review and provided required business information to government departments on demand.
• Scrutinized accounting records, entries in the core banking system, examined documentation and paperwork to confirm compliance with standard banking practices; verified details of new account-holders as per KYC guidelines.
• Steered the team to achieve branch’s profit targets and worked closely with the business development team to promote bank’s products and services; acquired new corporate accounts.
• Followed the standard risk management norms to reduce percentage of non-performing assets, regularized NPAs and initiated efforts to settle chronic NPAs as per approved procedures.
• Monitored high-value transactions, especially cross-border transfers and remittances; maintained statutory reserves as prescribed by the banking regulatory authority of the region.
• Managed process modifications to accommodate policy reforms and oversaw implementation of new systems across all departments of the branch.
• Handled security arrangements for strong rooms, bank’s premises and allotted ATMs across the region and oversaw regular ATM maintenance to provide uninterrupted services to customers; supervised installation of CCTVs & surveillance systems.
• Enforced anti-money laundering guidelines, trained the staff to identify cases of money laundering / suspicious transactions and followed KYC (Know-Your-Customer) norms.
• Established processes to investigate suspicious transactions and extended loans to eligible applicants after thorough evaluation of loan requests.
• Assisted the internal auditors in conducting audits with a view to prevent frauds and financial mismanagement and maintained the reputation of the bank in the region.
• Organized training sessions for the staff to improve performance and overall business results; regularly monitored individual employee performance.
KEY RESPONSIBILITIES AS REGIONAL MANAGER ASSISTANT:
• Contributed to key policy decisions, introduced improved systems and processes to enhance operational efficiency and workforce productivity, assigned business objectives to each department, allocated financial resources and ensured implementation of plans across the bank.
• Supervised internal activities for effective delivery of services, maintained customer satisfaction levels by providing suitable banking products and services and promptly resolved customer issues.
• Measured departmental performance to monitor target achievement, verified compliance with standard operating procedures and maintained updates on regulatory changes and competitors.
• Instituted and followed prescribed best practices across all functions of the bank to reduce compliance related issues and controlled expenditure in the form of penalties and fines; stringently administered anti-money laundering and anti-terrorist funding guidelines.
• Oversaw crucial functions that included loans & advances, retail banking sales, corporate funding, capital market investments, NPA management, growth of fee-based services etc. to maintain profits and boost revenues for the bank.
• Led teams, monitored performance as per assigned KRAs, provided incentives to enhance business results and reviewed the compensation structure to recommend revisions to the top management.
KEY RESPONSIBILITIES AS CUSTOMER CARE OFFICER:
• Responded to customer inquiries and queries regarding issue of account statements, facilitated money transfers, resolved credit and debit cards queries and provided financial planning advisory.
• Assisted customers in completion of application formalities and promoted retail banking products to support business development.
• Maintained and updated the customer database, built business relations with existing customers to secure new contacts and promoted safe banking practices to safeguard the interests of customers.
• Achieved assigned sales targets, administered account opening formalities and contributed to the cross-selling activity to increase revenues.
• Received and analysed customer feedback, tabulated information and summarized key findings and submitted detailed reports to the senior management to provide decision-making support pertaining to new product requirements and service improvement.
• Forwarded updated account activity reports to customers providing information on debits applied for services availed, account balances and range of services available through mobile and internet banking.
KEY RESPONSIBILITIES:
• Monitored the cash inflows and outflows to maintain adequate liquidity for uninterrupted daily operations, raised requisitions with the treasury department in case of shortfalls and maintained accurate accounting records.
• Oversaw the teller counters at the branch, verified opening and closing cash balances and initiated immediate action to stop / restrict suspicious transactions detected in the course of daily operations.
• Supported the business development team in securing corporate accounts and promoted bank’s financial products and services including Islamic banking products.
• Explained the wide range of options available to customers based on specific banking, financial planning and investment requirements.
• Handled customer complaints regarding mobile and internet banking, delays in request processing, discrepancies in loan settlements, problems in fund transfers, personal finance application processing etc. and provided swift resolution.
• Exercised effective quality control by maintaining compliance with standard procedures, statutory guidelines and prescribed customer service norms, ensured that proper accounting treatment was accorded to all transactions.
• Drove the achievement of assigned sales targets in all areas that included retail banking products, personal finance products, home finance, time deposits, premium credit cards, sale of foreign currency, trade finance, private banking etc.
PROFESSIONAL DEVELOPMENT: TRAINING & CERTIFICATIONS: • Certified Human Resources Manager - CHRM • Talent Management • Leadership Boot Camp, UK • Samba Quality • Selling Skills • Compliance • Effective Sales • Problem solving & Decision making • Performance Measurement and Management • People skills • Developing Management Skills • 7 Habits of Highly Effective People • What Matters Most? • Administrative Investigation Skills • New Saudi Labor Law • Director-mail CONFERENCES & SEMINARS: • 2008 / 2009 / 2010: OCHS Occupational Health and Safety, Dubai, UAE • HR Summit, Jeddah/Riyadh, KSA MEMBERSHIPS: • Member, HR Committee JCCI • Member, PR & Corporate Communications Committee JCCI
