• Develop an operational plan which incorporates goals and objectives that work towards the strategic direction of the Organization

• Oversee the efficient and effective day-to-day operation of the Organization

• Draft policies for the approval of the Managing committee and prepare procedures to implement the NAI SUBAH all policies; review existing policies on an annual basis and recommend changes to the Managing committee as appropriate

• Oversee the planning, implementation and evaluation of the Organization's programs and services

• Monitor the day-to-day delivery of the programs and services of the NAI SUBAH to maintain or improve quality

• Oversee the implementation of the human resources policies, procedures and practices including the development of job description for all staff

• Recruit, interview and select staff that have the right technical and personal abilities to help further the Organization mission.

• Implement a performance management process for all staff which includes monitoring the performance of staff on an on-going basis and conducting an annual performance review

• Work with staff and the Managing committee to prepare a comprehensive budget.

• Work with the Managing committee to secure adequate funding for the operation.

• Administer the funds according to the approved budget and monitor the monthly cash flow.

• Supervise the Floor and Day to Day Operations of the Contact center
• Staff scheduling, Leaves management, Department KPIs, Payroll Management.
• Managed team of 3 Supervisor and 100 CSRs in a shift.
• Ensure that the staff provide the highest levels of consistent, prompt and courteous customer service
• All Kind of reporting to management related to Department
• Presenting innovative MIS solutions concisely and effectively to senior management.
• Optimizing contact center performance by making key performance indicator (KPI) dashboards available to Managers, Floor managers, Team Leaders and CSRs can increase their ability to align their efforts with quality standards and enterprise objectives.
• Helping develop staff in order to enhance performance delivery, meet contractual obligations and maximize staff retention.
• Communicating with all levels of internal management & analysts, CSRs and Operations on a professional level.
• Taking Control & checking production of performance reports.
• Continuously identifying the opportunity for WFM Automation and plan for automating the identified reporting areas.
• Striving for automation of reports so that it results in continuous reduction of time and effort in creation of reports.
• Being proactive in identifying opportunities to improve performance and delivery of Reporting vertical.
• Should aim at reducing costs, improve service levels, optimize customer satisfaction
• Effectively influencing key decision makers and managing relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism
• Internal and external Audit Management with processes and controls
• Performing continuous sessions with team to enhance performance.
• Reconciles attendance daily with employee time sheets against schedule and time in/time out reporting.
• Communicates and works with staff members, management, Human Resources, and Accounting

• Manage 5 Team Leads and 60 CSRs in shift.
• Maintain Service level during shift, daily reporting of service level, attendance and shift end summary.
• Conduct and arrange weekly meetings with CSR and Team Leaders
• Leave Management (Keeping record and planning)
• Identification of staff training needs and planning trainings and refresher sessions
• Liaising with support departments for timely complaints resolutions and information gathering
• To carry out additional duties when and where necessary
• Conduct outbound survey regarding products
• Live and recorded calls monitoring to improve quality of staff.
• Diagnose possible problems and propose solutions.
• Assess customer needs, promote products and services.
• Ensure that all new information; related to products, procedures, requirements and company related issues, changes and actions; are effectively communicated to the Staff
• Ensures that customers receive prompt courteous and promotional support.
• Provides timely and constructive assistance to all customers in order to develop and maintain customer support.

• • Analyze credit data and financial statements to determine the degree of risk involved in extending
credit or lending money.
• Confer with credit association and other business representatives to exchange credit information.
• Complete loan applications, including credit analyses and summaries of loan requests,
• Prescreening all legal / credit documents, MOA, BR, TL, BS, AFS, CPV, CV, CA, CB, RB, CRR, KYC
• Prepare reports that include the degree of risk involved in extending credit or lending money.
• Opening/ Handling current account ADIF’s with branches.
• Coordinate with concerned department for opening business account, trade account, and DFM
account.
• Coordinate with Credit, CAD & WFO department for business finance and ensure completion of process within the agreed TAT
• Prepare and maintain daily / quarterly / yearly performance MISs, i.e. Target v/s Achievement.
• Keep confidentiality in all aspects on the Bank’s dealing and working.

• Maintains continuity among corporate, division, and local work teams by documenting and Communicating actions, irregularities, and continuing needs.

• Comply the customer needs; resolve their query within the bank policy & procedures.

 Handle cash in Dirham and Foreign currencies and balance the cash account based on the number of transactions.
 Fast, excellent and error free remittance services like Telex Transfer, Demand Draft, Cheques, Western union, Cash express and other remittance services to customer in a very professional way.
 Buying and selling Local/Foreign Currencies from Customers,
 Completely adhere to Company policies and procedures and local Anti money Laundering regulations.
 To achieve the desire sales and marketing targets given by management.
 Other duties assigned from time to time by the Branch Manager or Management to ensure the smooth functioning of the Branch.
 Forecast Daily currency, Monitor daily ongoing market currency rate for each currency to attract new customers/retain existing customers ensuring maximum profitability
 Collect all supporting documents for remittance for the transactions, and arrange for keeping them in files as per the uniform filing system of the company.
 Formulate business strategy according to the market conditions, market changes or available market information.

• Manage more than 80 CSRs in shift.
• Making monthly Roster of CSR, Team leads and Quality team.
• Maintain Service level during shift, daily reporting of service level, attendance and shift end summary.
• Conduct and arrange weekly meetings with CSR and Team Leaders
• Leave Management (Keeping record and planning)
• Staff recruitment, Planning and conducting test & interviews (1st Level) and maintain the database of the candidates selected.
• Identification of staff training needs and planning trainings and refresher sessions
• Liaising with support departments for timely complaints resolutions and information gathering
• To carry out additional duties when and where necessary
• Conduct outbound survey regarding products
• Live and recorded calls monitoring to improve quality of staff.
• Diagnose possible problems and propose solutions.
• Assess customer needs, promote products and services.
• Ensure that all new information; related to products, procedures, requirements and company related issues, changes and actions; are effectively communicated to the Staff
• Ensures that customers receive prompt courteous and promotional support.
• Provides timely and constructive assistance to all customers in order to develop and maintain customer support.

• Managing the daily/Shift running of the contact center; Ensuring that all segments of contact center operations (inbound & outbound) during shifts run smoothly
• Supervise Shifts with Daily and weekly reporting.
• Live and recorded call monitoring to improve quality and minimize errors
• Liaising with support departments for timely complaints resolutions and information gathering
• Analyzing data against Contact center benchmark figures on a daily basis during Shifts
• Assist Workforce in making Monthly Roster and PSM.
• Identification of staff training needs and planning training and refresher sessions
• To carry out additional duties when and where necessary
• Diagnose possible problems and propose solutions.
• Troubleshoot problems related to the products and service.
• Assess customer needs, promote products and services.
• Ensures that customers receive prompt courteous and promotional support.
• Provides timely and constructive assistance to all customers in order to develop and maintain customer support.
• To keep abreast with the competitors products.