* Led branch operations, ensuring full compliance with regulations and bank policies while enhancing customer service and loyalty. * Sales & Service Excellence: Collaborating with staff to enhance customer service delivery and cross selling the banks products.* Problem handling: ensure all customers’ concerns are addressed and resolved in a timely manner.* Staff Scheduling & Development: organizing branch staff to ensure optimal service coverage as well as supervising the staff and provide coaching and training. * Account & Customer Service Management: involvement in account opening, teller duties, accounts management and Online services.* Branch Security & Certification: ensuring the branch certifications are accurately completed on time and follow the banks security procedures.

* Spearheaded product development and marketing, launching innovative banking products and conducting comprehensive market research to maintain competitive edge.* Managed strategic partnerships, executing high-impact initiatives and negotiating commercial deals with bank partners to drive global expansion.* Led system development projects, successfully implementing end-to-end solutions and overhauling the core banking systems to Temenos’ T-24 within two years. Integrated multiple external systems, including CRM, Loan Origination, and Lead Management systems, enhancing product delivery and ensuring compliance. Recognized by senior management for outstanding performance and transformative impact on operational efficiency.* Monitored portfolio performance of 20Bn AED (5.5Bn USD), developing strategies to achieve financial targets and drive profitability exceeding my quotas by at least 10% above benchmark and 30% YoY.* Reviewed and enhanced product policies, ensuring regulatory compliance and creating comprehensive operation manuals and training programs.* Led the Retention Unit, taking full ownership of monitoring attrition and identifying root causes to develop effective retention strategies. * Analyzed attrition reasons and credit deviations, recommending counter-offers, Relationship Management, Loan Origination, CRM, Policy & Process management

* Directed customer care strategies, improving services, products, and processes based on customer feedback and satisfaction surveys.* Implemented retention initiatives, analyzing attrition, executing counter-offers, and establishing a Customer Loyalty Program to boost satisfaction and loyalty resulting in a 22% reduction in the 1st year.* Recommended and implemented corrective actions across support and business units, effectively monitoring the execution of action plans to ensure alignment with strategic goals.* Revamped customer service processes, streamlining operations to slash turnaround times and elevate service level agreements, enhancing overall efficiency and customer satisfaction.* Ensured accurate data management, overseeing the capture and update of customer information in the bank's records to enhance decision-making and relationship management.

* Drove branch sales and service excellence, leading efforts to expand the customer base and meet financial goals through effective cross-selling and relationship management.* Enhanced branch service delivery, resolving customer issues promptly and efficiently and empowering staff to provide exceptional service.