Manal Al-Musharrakh Email & Phone Number

Dubai, United Arab Emirates

United Arab Emirates - Dubai

• Establish service quality department
• Setting up Service quality standards to be implemented
• Implement behavioral standards across all front line staff
• Deliver and evaluate service quality solutions to satisfy the customer experience maximizing customer loyalty and providing world -class experience.
• Represent the voice of customer and achieving sustainable leadership in customer experience and loyalty
• Improve customer satisfaction by reviewing current SLA we have with regards to products that matter to the customer

United Arab Emirates - Dubai

• Monitor the service standards for the different businesses & functions of the bank in the Middle East.
• Create a customer driven culture across all front end staff in the Region by coaching, monitoring, and rewarding (Top performers and Top Branches) and penalizing the low performers by setting up ZERO tolerance.
• Coach and Monitor service performance according to agreed standards & take necessary action to communicate, and assist according to performance levels Based on SQM standards and Branch Readiness
• Perform a comparison analysis of service levels against competitors based on the Mystery shopping results
• Co-ordinate with other units of the function & standard bodies, manage staff according to banks’ standards (appraisal, disciplinary, training & development).
• Manage & monitor staff performance including carrying out staff service appraisal & other related performance

United Arab Emirates - Dubai

• Monitoring Countries within the Middle East to insure the handling of complaints is as per HSBC Standards
• Training other Customer Relations Managers from other Middle Eastern Countries on analyzing complaints, finding root causes, and producing reports.
• Modifying Bank procedures according to varying root causes in order to avoid re-occurring issues, and to improve customer experience.

United Arab Emirates - Dubai

• Responsible of coordination of the Customer Relations Department.
• Handling customer complaints, suggestions and compliments.
• Responsible of training employees on banking system.

Benchmarking In Japan, Kaizen Innovation Instruction

Kai - Change and Zen - for the better. The spirit of the strategy is all about achieving improvement by taking small, comfortable steps of.

Iso 9001:2008 Internal Quality Management Systems (Qms) Auditor

Master'S Degree, Criminal Psychology

Bachelor'S Degree, Behavioral Psychology, A

Bachelor'S Degree, Public Administration

Hight School, High School, 80