Operations and Servicing Manager

Client of Human Capital Group Qatar

PRINCIPLE ACCOUNTABILITIES

Manage, supervise and coordinate activities of workers providing customer relations services by performing the following duties.

Employees:

• Manages sub-ordinates and is responsible for over all direction, co-ordination, planning, assigning and directing work.
• Set targets to ensure maximum productivity
• Coordinates with HR and Local Sponsor to ensure that contracts and legal aspects related to new front office staff are completed.
• Train, coach, support and manage all employees on all policies and procedures, including new cashiers and cross training of other associates.
• Oversee compliance of team members with established policies and standard, such as personnel practices and record-keeping procedures.
• Ensure a high standard of services delivered in a professional manner to Card Members
• Identify strengths
• Determine development needs
• Develop and implement customer sensitivity and awareness amongst staff to provide a premier service to our Cardmembers, merchants & business partners
• Appraise sub-ordinates
• Ensuring that the customer service team is achieving the monthly card targets in addition to targets assigned for other initiatives and campaigns.

Customers:

• Develop feedback or complaints procedures
• Ability to build good relationship with customers
• Deal with customer complaints referred by front-line staff
• Ensure that all customers requests are actioned promptly by the front office team and that quality service is being provided to our customers.
• Handle problem Customer cases, which are more sensitive and beyond the competence of staff in a tactful manner, thus projecting and maintaining the company s image.
• Answer questions and recommend corrective actions to address customer complaints; suggest compensations in order to retain those
• Personally Servicing VIP Platinum and Centurion customers and attending to their request (account related enquires or travel and lifestyle requests); coordinating with PSU and Travel Team to ensure that all the requests are attended to without any delay.
• Responsible for researching the profile of existing premium customers in order to assess eligibility of spent in coordination with Risk Department.
• Increase Customer loyalty by engaging them in loyalty programs and promoting offers and initiatives
• Responsible for servicing local corporate companies and ensuring that all their requests related to new applications and/or existing card members are actioned promptly.

Other Focal Functions:

• Ensure that all regulatory requirements are met in relation to card remittance
• Supervising the collection of cash and cheques by Group4 to be deposited at the bank while ensuring that the deposit slips are matching with the transmission
• Control the log of returned cheques and Guarantee cheques; ensure that the actual cheques in safe match with the cheques in our logs.
• Make sure that all safe logs are updated and maintained properly.
• Conducting spot checks on a regular basis on cash, cheques, cards, pincodes.
• Controls Attrition by monitoring reason of cancellation ; personally handles VIP cancellations and contacts customers to retain the card
• Contribute to Qatar NCA by providing a monthly target for the customer service team for Basic and Supplementary Applications
• Serve as primary liaison between Finance Department (Remittance and Reconciliations) and Local Banks in Qatar.
• Coordinates with New Accounts regarding VIP / Centurion / exceptions / cash margin applications.
• Work with PMO and prepare all the necessary documents related to new projects initiated through Operations Department in Qatar.
• Handles local suppliers, vendors and other business partner
• Ensure that all departments within Qatar office are adhering to Compliance Regulations

Processes & Procedures:

• Control, manage and direct the departments in the execution of their duties and responsibilities in line with the company s policies and procedures and initiate change where relevant.
• Proactively study and standardize procedures to improve efficiency and consistently look at issues from the customer s perspective.

Communication & Reporting:

• Provide management information, reporting on departmental performance, identify and implement corrective actions where shortfalls have been identified.

Financial:

• Pro-actively manage the Operating Expenses for the Servicing areas of operations