Branch Team Leader - Dubai

Team Management & Leadership

1. Supporting Customer Advisors:

· Collaborate with Customer Advisors to prospect and qualify new business opportunities.

· Focus on cross-selling and up-selling to existing customers.

· Leverage leads generation and referrals for achieving sales targets and business growth.

2. Educating and Advising Customer Advisors:

· Share in-depth knowledge about Company’s investment and saving schemes.

· Assist Customer Advisors in developing and achieving their sales targets.

· Provide consultative guidance to enhance their effectiveness.

3. Enhancing Customer Experiences:

· Improve customer satisfaction by equipping Customer Advisors with the necessary tools and skills.

· Efficiently resolve customer complaints to enhance overall experience.

4. Training and Coaching:

· Educate, train, and coach Customer Advisors on essential systems, E-channel usage, and web services.

· Empower them with competencies to leverage performance and elevate customer satisfaction.

5. Performance Analysis and Goal Setting:

· Analyze group performance and identify trends.

· Collaborate to set clear goals and objectives for the team.

6. Effective Communication:

· Communicate performance results and share goals transparently with the team.

· Foster a culture of accountability and continuous improvement.

7. Benchmarking and Process Understanding:

· Participate in benchmarking activities to gain insights into industry processes and performance.

· Apply learnings to enhance team effectiveness.

Coaching & Development of Customer Advisor

1. Daily Co-Pilot Coaching:

· Conduct daily coaching sessions using a co-pilot approach.

· Identify areas for improvement and inject instant learning opportunities.

· Provide real-time guidance to enhance performance.

2. Feedback and Training Recommendations:

· Regularly provide constructive feedback to Customer Advisors (CAs).

· Recommend targeted training sessions based on observed needs.

3. On-the-Job Training:

· Assist CAs during calls to offer practical, on-the-job training.

· Share best practices and help them refine their skills.

4. One-on-One Performance Evaluations:

· Conduct individual performance evaluations.

· Discuss strengths, areas for growth, and development goals.

5. Coaching and Counselling Sessions:

· Frequently engage in coaching and counselling with CAs.

· Leverage these sessions to optimize CA performance.

6. Professional Development Plans:

· Create personalized development plans for each CA.

· Set clear objectives and milestones.

7. Ongoing Communication:

· Maintain regular communication with CAs.

· Provide updates, share insights, and address concerns.

8. Corrective Action Procedures:

· When necessary, implement corrective actions.

· Ensure alignment with performance expectations.

Staffing and Scheduling:

· Manage schedule adherence to ensure agents follow their assigned work hours.

· Monitor real-time agent availability to meet service-level objectives.

· Coordinate breaks, lunches, and training sessions to align with expected call volumes.

· Monitor attendance over time and take corrective action when necessary.

· Review daily productivity reports for Customer Advisors (CAs) and address any issues promptly.

Day-to-day Operations Support:

· Provide support for daily work processes within the branch.

· Handle difficult escalated callers effectively.

· Assist CAs in resolving problems they encounter.

· Be available to answer questions related to policies, procedures, or desktop systems/tools.

· Troubleshoot system-related issues as they arise.

· Collaborate with the operations support team to ensure smooth operations.

· Participate in or lead special projects aimed at enhancing branch operations.

· Conduct periodic team meetings for effective communication and alignment

Teamwork & Development

· Collaborate closely with all relevant units.

· Aim to deliver exceptional business performance collectively.

· Work with internal stakeholders to manage events, campaigns, and public forums.

· Ensure timely completion of tasks for seamless operations.

· Develop and conduct team contests, fostering team spirit and motivation.

· Organize team-building activities to enhance cohesion.

· Implement recognition schemes to boost Customer Advisors’ (CAs) morale and optimize team performance.

· Invest in your personal development to increase effectiveness.

· Recognize your strengths and areas for improvement.

· Understand job expectations thoroughly.

Stay informed about market developments to adapt and excel.