Develop and manage the customer service area and cash area, provide advice / solutions based on thorough analysis of customer needs; supervise day to day functions as per the procedures laid down in the Branch Operations Manual of the Bank to ensure the delivery of quality service to customers.

a.Ensure that all staff follow the non negotiable values of the branch- greet, smile & thank.

b.Ensure that the branch achieves 98% on phone pick up within 3 rings and / or that the voice mailbox feature is activated; return customers calls.

c.Ensure that all applications are checked by product champions to achieve 95% error free status with Loans, credit card, accounts opening & fixed deposit.

d.Ensure that all complaints are escalated to the Customer Care Department.

e.Ensure staff is sent for training to upgrade their product & skills standards.

f.Ensure that all staff is aware of their targets.

g.Ensure the submission of 'Customer Feedback' & 'Customers Met Today' forms to the Customer Care Department.

h.Ensure in bring up numbers for the branch by promoting Tijari Link

i.Ensure that the branch follows all established guidelines & procedures.

j.Ensure that staff go through OP to upgrade on any changes & amendments in procedures & forms.

k.Ensure that all staff pass on correct product information to customers.

l.Ensure ATM & Credit Cards & PIN codes are maintained & delivered as per procedures.

m.Ensure weekly balancing of ATM cards, captured cards, Cheque Books credit card & return Cheque.

n.Ensure that procedures laid down in Operations Manual and Central Bank guidelines are followed while processing bank / customer transactions.

o.Monitor branch service standards in order to give quality service to customers.

p.Retain customers with personal efforts in the areas of complaint resolution, account operations inquiries and delivery.

q.Provide VIP services to all selected customers and authorize opening of all types of accounts after ensuring that all details furnished are verified.

r.Assist the branch in marketing bank products and achieving business targets.

s.Ensure that a control mechanism is in place

t..Ensure that ATM / Cheque book application requests are processed in time and monitor timely delivery.

u.Follow up on un-delivered ATM cards, pins, Cheque books etc

v.Continually update knowledge of bank's products and services.

Requirements:
• Knowledge of the bank's operating procedures
• Knowledge of Banks products and services.
• Awareness of Central Bank guidelines and regulations
• Communication skills in English and Arabic (verbal and written)
• Customer Care skills
• PC skills (MS Office, banking software)
• Planning and organizing skills