Operations and Servicing Manager - Doha, دولة قطر - Human Capital Group

Human Capital Group
Human Capital Group
شركة تم التحقق منها
Doha, دولة قطر

منذ أسبوع

Aisha Al-Thani

تم النشر بواسطة:

Aisha Al-Thani

مسوّقة للمواهب لبيبي
وصف

Tasks

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


Employees:


  • Manages subordinates and is responsible for over all direction, coordination, 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 recordkeeping 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 subordinates
  • 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 frontline 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

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.
  • 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:


  • Proactively manage the Operating Expenses for the Servicing areas of operations

Requirements:


UNIQUE EXPERENCE,KNOWLEDGE & SKILLS

  • Diplomacy and discretion in dealing with important and sensitive external contacts such as banks, Service Establishments and Corporations.

Job Types:
Full-time, Permanent


Ability to commute/relocate:

  • Doha: Reliably commute or planning to relocate before starting work (required)
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