Mohammed Othman (Chartered Fcipd) Email & Phone Number

Amman Governorate, Jordan

Define and implement a new L&D strategyContinuous Learning initiatives and Content Management processes and toolsDrive internal innovation program to increase efficiencies and effectivenessDevelop and implement leadership development programExecutive education programSupport diversity and inclusion champions to implement their initiativesBuilding and supporting commercial teams in Sales and Call Center Academies

• Working with business leaders and managers to identify training needs and trends within the organization• Researches and recommends a complement of internal and external learning programs that align with the organizations business objectives and employee needs• Improve the training evaluation process within the organization• Prepare the monthly KPIs report and executive summary for training & recruitment activities• Manage & continuously develop the induction program for new staff and align it with the company strategy• Develop & facilitate different soft skills training for front liners such as (Service Quality, Time Management, Effective Communication, Business Etiquette, Business Ethics, Positive Thinking, Assertiveness & Self Confidence, Stress Management and Selling Skills)• Create the requested selection process and coordinate with requesting manager.• Conduct behavioral interviews with requesting manager.• Conduct exit interviews and analyze results on monthly basis

• Work on the monthly and quarterly Global Complaints Report and support countries within the region to identify major root causes.• Coordinate the monthly, yearly Customer Loyalty Surveys (Voice of Customer, Mystery Shopper, & Annual Surveys).• Work with various channels – mainly branches on the implementation of Retail Standards.• Conduct service training session to current and new recruits in the areas of; DSAs, Call Center Staff, and Branch front liners• Handle customer complaints and queries on daily basis and ensure they are resolved within set time standards• Work with different departments on processes and revamping SLAs (Service Level Agreements)

• Provide all financial services to the Elite client base with the highest service standards set forth.• Identify and acquire new Elite clients.• Broaden existing client relationships (greater share of wallet, higher cross sell ratios).• Track sales and revenue targets for existing and new client relationships.• Provide clients with preliminary advisory services related to investment & portfolio asset allocation.• Continuous monitoring for client portfolios (quarterly reviews and annual rebalancing).• Understand competitive offering and provide feedback to management.• Provide the highest level of customer service to clients (proactive calls and visits).• Proactive cross selling of banking products and the provision of higher value in investment & insurance products to existing and new customers.• Provide services & support to customers during & outside normal office hours.

• Monitor the teller area and ensure adequate transactions turn around time• Conduct Electronic Check Clearance, and authenticate checks and remittances• Activate personal e-channels services such as; internet banking, phone banking, & visa electron• Authorize cash transaction limits of up to JOD 100K• Maintain adequate cash flow in the register and as per Arab Bank’s standards• Adhere to and monitor check cashing / deposit policy• Cross sell other banking products such as; personal loans, mortgages, and credit cards• Monitor the daily ATM transactions at the main branch and ensure accuracy in reporting

Chartered Fcipd, Chartered Fcipd

Diploma Of Education, Ie'S Program In Digital Transformation

B.S, Information Technology (Mis)