Jordan Commercial Bank (2017)

Contact Center Unit Head – Digital Channels Center & Project Manager

• Reporting to the Digital Channels Center Manager, the role includes responsibility for all in-house and outsourcing tasks.
• Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the contact center, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and coordinate the contact center management team at all levels to create motivated and engaged colleagues.
• Responsible for the end-to-end customer contact processes and their associated customer experience, supporting initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact center.
• Taking responsibility for the ongoing development all levels of contact center colleagues.
• Lead an effective resource planning team, ensuring that resource is fully utilized, and any contact demand is effectively covered.
• Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

IMG (2016-2017)

Credit & Collection Manager                                       

• Maintain a department organizational structure sufficient to meet all goals and objectives.
• Manage customer credit files.
• Monitor the credit granting and updating process.
• Personally investigate the largest customer credit applications.
• Personally visit the largest customers to establish relations.
• Monitor periodic credit reviews.
• Monitor deductions being taken by customers.
• Properly motivate the credit and collections staff.
• Measure department performance with appropriate metrics.
• Provide for ongoing training of the credit staff.
• Manage relations with the sales department.
• Maintain the corporate credit policy.
• Recommend changes in the credit policy to senior management.
• Create a credit scoring model.

Arab Jordan Investment Bank (2014-2016)

Branch Manager

• Implement Branch Sales Budget and business plan.
• Drive, manage & track branch performance toward achieving business, sales & service quality goals & targets through marketing bank products & services.
• Increase customer base by direct and cross selling.
• Manage in coordination with Retail Management staff vacations & vacancies in a manner to ensure best service to customers.
• Meet on regularly with branch staff to review, assess and enhance level of sales & service.
• Coach and train staff to ensure full awareness of Bank products, services, and Policy & Procedures.
• Manage & approve counter transactions according to the authority matrix.
• Ensure all Audit notes are fully adhered to and that there are no repetitions.
• Ensure services to customers regardless of segment to be carried out, are up to level of customer satisfaction.
• Ensure adherence to the Branch Operating Model.

Al Etihad Bank (2012-2014)

Customer Service Officer – Assistant Branch Manager

• Assistant Branch Manager, With Class “A” Authorized Signature.
• Assisting the Branch Manager with all aspects of the individual branch operations in accordance with bank’s policies & procedures including customer service & satisfaction, directing branch staff and administrative.

Arab Bank (2004-2012)

Senior Customer Relationship Officer.

• Assistant Branch Manager, with Class “A” Authorized Signature.