SHOUQ A AL HAJJAR
Senior Operations Manger & Customer Service Proffesional
Dubai
Summary
Personal Profile: A successful, customer orientated and strategic Customer Service and Operations Manager with over 17 years of professional experience, 12 years within banking and 5 years within the hospitality sector. Ready to offer exceptional leadership and planning abilities to take on new role. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in standards and market trends. Success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Leadership Management and delegation Negotiation Decision making Budgeting and financial Advanced financial acumen.
Overview
18
18
years of professional experience
Work History
PRES Operations Manager- Telecommunications
Jumeirah Beach Hotel -
Dubai
08.2020 - Current
- Ensure smooth operation at Telecommunication Department at all times whilst managing team.
- Responsible to provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage value of every call for making customer experience at best.
- Maintain timely recruitment and conduct effective and efficient interviews for qualified candidates assuring mixed nationality balance including language assistance & Working with the human resources department to create job descriptions, hire competent personnel and oversee employee training programs.
- Defining, implementing and revising operational policies and guidelines for organization.
- Developing and executing new growth directives. hire competent personnel and oversee employee training programs.
- Responsible for overall operational performance and quality outcomes including client satisfaction. LQA.
- E-Butler program with direct interaction of guests regarding various matters of guests related to Housekeeping, check outs, refunds, new hotel bookings, restaurant bookings in our group of hotels to ensure complete customer satisfaction taking their feedbacks from time to time for continuous improvements.
Operations Manager
Jumeirah Beach Hotel - Future Leaders Program
DUBAI
01.2016 - 12.2020
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Took on short term roles during this period internationally as a Front Office Manager and F&B Outlet Manager for Jumeirah Group in Kuwait, London, China and Abu Dhabi.
- Performed related day to day operational duties and special projects.
- Successfully been Part of pre-opening of Jumeirah beach hotel handing process of recruitment of new employees from ground zero until hiring, budgeting and implementing various proposal for cost management indicating critical positions to let go and hiring of same positions.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
Housekeeping Manager - Beit al Bahar
Jumeirah Beach Hotel
10.2019 - 12.2019
- Manage overall operations and take responsibility for effective and successful management of labor, productivity, quality control and safety measures as established and set for operations department
- Ensure safe and efficient operations, serve as company representative on regulatory issues
- Responsible interviewing, selection and hiring, training new and existing employees, planning, assigning and directing work, authorizing and discussing employee’s performance appraisals, addressing employee performance and corrective action plans, employee motivation and rewards
- Organizing budget for company in collaboration with Housekeeping Executive.
Senior Relationship Manager Retail Banking
Emirates National Bank of Dubai
01.2013 - 01.2015
- Banking, Payroll
- Promoted to senior relationship manager in retail banking payroll
- Financials & sales: meet monthly financial targets of NTB customer acquisition, new payroll relationships, asset sales, develop and retain, employer relationships (Head HR CEO, CFO or any other relevant contact point) while contributing actively to the business
- Proposals: Ensure preparation of compelling proposals that will meet policies and customer needs and negotiate their acceptance
- Key Account Management: Employer penetration optimization relationship deepening, strategic planning for KPI achievement, credit policy and process change requirements, company specific sales promotions, new relationship development efforts
- Service delivery: End to end TATS for products & services
- Compliance: KYC/AML compliance, compliance query resolution
Business Development Assistant Manager
01.2009 - 01.2013
- Manage and deliver a full range of liabilities products to the customers by analysing & measuring the risk which enables to
- Identify and acquire business, & also managed all aspects of the liability product cycle in local market
- Arrange kiosks and build a network with Government Entities and Listing Companies
- Develop business plans and sales strategies for the market that ensures attainment of sales target
- Find potential customers through cold calling and tell calling
- Process customer files to internal credit with all required document and clarifies the credit doubt
- Monitor customer complaint (SR) resolution rate and percentage of total rate with TAT of the unit
- Ensure adherence to standards of KYC & AML and closely monitor high risk accounts
- Ensure compliance to local and group operational guidelines and operational risks are adhered to and no legal or audit queries are raised
- Ensure percentage and volume of sourcing discrepancies at RCC / OPC with the target
- Collect documents from the customer required as per the policy for process the business
- Discuss problems and devise plans with the supervisor weekly and monthly achievements
- Prepare weekly, monthly and quarterly reports
- Follow up, monitor facilities and stay in constant communication with clients
- Create new avenues for the team to acquire new business
- Trained the sales staff desired productivity more than 20%
- Implement changes that increased customer retention by 20%
- Responsible for controlling discrepancies & consistent in meeting set for operation risk controlling targets
Customer Relationship Manager
STANDARD CHARTERED BANK
DUBAI
01.2007 - 01.2008
Senior Officer - Team Leader
HSBC BANK
DUBAI
01.2007 - 01.2008
Supervisor
EMIRATES INTERNATIONAL BANK
DUBAI
01.2005 - 01.2007
Supervisor
DUBAI ISLAMIC BANK
DUBAI
01.2004 - 01.2005
Education
Bachelors - Business Administration on Operations Management
MICHIGAN STATE UNIVERSITY
Diploma - Business Administration
DUBAI WOMENS COLLEGE
Certificate in General Business & IT - undefined
DUBAI WOMENS COLLEGE
Accomplishments
SKILLS TRAINING – COURSES
• Project management Essentials E-Cornel
• Developing Leadership skills – DTCM
• Finance for new Managers – DTCM
• Marketing Principals for Tourism - DTCM
• Coaching for Peak Performance
• Building Personal Brand
• Business Excellence and transformation Summit
• Managing People more effectively – E-Cornel
Aligning Performance Measures with Business Strategy E- Cornel
• A Conflict Resolution
• Train the Trainer
• Executive Certificate Program
• Handling Guest Complains
• Make and Feel the Difference
• Managing Performance
• Customer Relationship Management – Advanced - 2016
• Business Etiquette Training - 2016
• TLP (Team Leadership Program
• CAP (Certified Associate Program)- 2013
• Banker and Customer Relations
• Familiar with banking systems - Complaints Manager System, Credit Card System
• Proficient in MS Office Suite, E-mail applications and Internet browsing plus web research.
Timeline
PRES Operations Manager- Telecommunications
Jumeirah Beach Hotel -
08.2020 - Current
Housekeeping Manager - Beit al Bahar
Jumeirah Beach Hotel
10.2019 - 12.2019
Operations Manager
Jumeirah Beach Hotel - Future Leaders Program
01.2016 - 12.2020
Senior Relationship Manager Retail Banking
Emirates National Bank of Dubai
01.2013 - 01.2015
Business Development Assistant Manager
01.2009 - 01.2013
Customer Relationship Manager
STANDARD CHARTERED BANK
01.2007 - 01.2008
Senior Officer - Team Leader
HSBC BANK
01.2007 - 01.2008
Supervisor
EMIRATES INTERNATIONAL BANK
01.2005 - 01.2007
Supervisor
DUBAI ISLAMIC BANK
01.2004 - 01.2005
Bachelors - Business Administration on Operations Management
MICHIGAN STATE UNIVERSITY
Diploma - Business Administration
DUBAI WOMENS COLLEGE
Certificate in General Business & IT - undefined
DUBAI WOMENS COLLEGE