• Training all contact centre staff on new procedures as neededCompleted over 30 new batches for newly hired customer servicerepresentatives, achieving a 95% certification pass rate•Develop and maintain all training documents to reflect currentbusiness procedures•Ensuring effective preparation, planning, and delivery of all trainingprogrammes, Induction, Weekly/ Monthly Edits, Team Briefings,Product Training, Refresher Sessions, and Global TrainingProgrammes•Work closely with the subject matter experts, design, develop anddeliver a high-quality curriculum of CS training•Provide and deliver an induction program for New Starters offerperiodic refresher training, ensuring all CS teams are sufficientlyprepared to conduct the core areas of their role•Create a culture of continuous learning and development for all inthe Wholesale Customer Service Teams•Develop and deliver training programs for changes to policies andsystems as they are implemented•Ensure that all training tools and materials are accessible to all CS,are kept updated and regularly communicated to the CS organisationwith the view of continuous improvement•Work closely with the CS Managers, Team Leads and otherstakeholders to identify and close gaps in knowledge by creating anddelivering targeted training opportunities as required• Experience conducting Quality Assurance• Results oriented – tracking progress on goalsVerifying that all system access has been granted and that thesystems in their VDI are operating as intended.•Booked conference rooms, scheduled catering and sent invitationsto assist in coordinating events.•Collaborated with senior staff to develop marketing materials,enhancing brand visibility and engagement.•Handled phone calls and responded to emails on behalf of staff,keeping senior members free to focus on larger issues.•Supported meetings by preparing materials, setting up spaces andtaking notes.

• Absolute know how of All call centre operations, day to day tasks and various software’s & methodologies for success• Discussing quality reports with agents and highlight common mistakes.• Recommendation to be given to training manager for test and revision required on products• Daily taking huddle for the team and cascaded to FAQ and to assist in building knowledge database and training material.• Responsible for flow of information to PBA’s from management and product team.• To guide agents on MTD productivity periodically for ABU purpose.• To send adherence report to monitor agent’s current performance .[eg.log in time /not ready time/ return to queue/ no of calls answered (CRD)/ outbound call duration.• To attend team’s supervisor calls upon cm request.• To provide inputs and proposals for T/L manager for process improvements key areas : customer satisfaction, employee satisfaction, improved productivity and efficiency.• Well aware of all Mashreq related systems like face app EDMS, BPM, IRIS,TARABOT,CRM,FLEX,SELECT,PRIME,BPM,HELPDESK etc.

• Complete knowledge of phone banking/call center & Telesales Unit operations• Comprehensive & full understanding of all banking products, Policies & Procedures on Personal,HNWI(Gold/Private),SME• Experienced in Banking Sales : Credit cards, Personal Loans and Easy cash/Balance Building• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution• Manage large amounts of incoming calls• Knowledge of Islamic Banking Practices in the region• Generate sales leads• Good Knowledge and understanding of all financial Regulations & Compliance requirements• Comprehensive Understanding of Cheques,Remittances-Inward/Outward• Recommend potential products or services to management by collecting customer information and analyzing customer needs.• Attracts potential customers by answering product and service questions and suggesting information about other products and services.• Follow communication procedures, guidelines and policies

• Provide outstanding customer service and render end to end solutions• Maintaining fruitful relationships with existing customers.• Contacting potential clients via email or phone to establish rapport and set up meetings• Training personnel and helping team members develop their skills.• Developing sales goals for the team and ensuring they are met.• Managing underperforming team members

 Monitoring distributor’s ER stock Driving business through DSRs and monitoring their productivity Ensuring proper communication of schemes to the retailers Generating sales to meet the predefined targets