Abdulaziz Dabbik

EXECUTIVE SUMMARY

• Twenty five years of experience in Banking, with in-depth experience in all bank services (e.g. direct & indirect facilities, retail services , CRM , PR ,Bank operations manager , Branch manager , etc)
• Ten year of experience as an instructor, Trainer at Housing Bank training & development center.
• One year of experience in Training at General Union for Bankers, Insurance and Accounting Workers
• Former Housing bank T.Q .M inspector ISOO Inspector
• Five years of experience as business development councilor and part time trainer
• One year of experience in direct sales and customer service Management in commercial company.
• Trainer at institute of banking studies Amman – Jordan

I summarize my key capabilities as: 

            Functional Capabilities:

• Banking: Bank branch manager, bank operations manager : customers Financial consultation including : mix of accounts design, setting financial portfolios, best investments sectors Development of Management Quality Systems Functional assessment & implementation of new solutions and new banking products and services
• Banking: Retail and Corporate service (e.g. Letters of credit, Loans Management, Letters of Guarantees, Bills of Collections, Bonded services , Customers service management, and CRM managment)
• Business development counseling : planning, concept, discovery, selecting design, dependencies and implementation of new training programs
• Experience in training : Assessment and Implementation, new approaches in training on both business and technical levels
• Workflow Management Systems : Blue Printing and Road maps charts
• BANKING Tool set trainer and consultant in training programs
• Customer Relationship Management (CRM)
• Strategic maps and Balanced Scorecard BSC      
• Processes (Capturing Opportunities, customization , Customer Acquisition, Attracting and Maintaining Customers, sales plan, communication with cutomers, customer care (complaints handleing, customer satisfaction))
• Determine targeted customers and services (critical and affect external customers)
• CRM Organizational Structure
• Update and maintain Customers database
• Evaluate staff knowledge
• Define training plan
• Define CRM System requirements
• system selection and Project Management
• Develop Sales and Marketing Plan
• Customer Satisfaction Surveys and Relations:
• Best Practice for Customer Complaints and Suggestion process (e.g. determine complaints/Channels channels, study suggestions/complaints corrective action, preventive action, and rewarding system, follow up suggestion implementation and complaints solutions and measure customer satisfaction after solution)
• analyze customer complaints and their root cause
• analyze customer Suggestion

Technical Capabilities

• Attended course of ICDL
• Cambridge international diploma in ( I T ) skills Arabic
• Attended typing course in Arabic and English
• Operating Systems: MS-Dos, Windows

Personal skills Capabilities

• Management-Administration Experience
• Training and coaching Experience
• Self Correspondence-Computer Proficiency
• Dynamic Personality-Team Player & Leader ship Skills.
• Expertise in Supervision-Task Handling
• Interpersonal-Analytical Skills
• Fluency in English-Arabic Skills
• Self-motivated & ability to work under pressure.

EMPLOYMENT HISTORY

• General Union for Bankers, Insurance and Accounting Workers ,

Amman –jordan October 2018 – present

Free-lance trainer

Achievements:

• Designing training plans including its four

               dimensions (needs assessment, designing material, implementing and

              evaluating training programs)

• The only solution for Training and H.R Development

                Amman – Jordan 2014 – present

Free-lance trainer

Achievements:

• Designing training plans including its four

               dimensions (needs assessment, designing material, implementing and

               evaluating training programs)

• Training programs development and councilor
• institute of banking studies Amman – Jordan , February  2020 – present

                Free-lance trainer

Achievements:

• designing material, implementing and evaluating training programs)

• Housing Bank – for Trade & Finance, Amman–Jordan, January 2009 –

May 2019

 Branch Operations manager & Branch Manager Grade A

Achievements:

1. Contributed in establishing, constructing, and launching a new branch.
2. created the new branch portfolio in terms of deposits and facilities by attracting new customers and generating new business.
3. The newly established branch became on of the most efficient branches of the HBTF in
4. proactively and efficiently managing the smooth flow of the daily branch operations.
5. Actively leading the branch team by allocating responsibilities and motivating co- workers.
6. due to the above mentioned strengths I was entitled as a branch manager to the following branches: AL fuhais, city mall, Al rabieh . Al lwaibdeh , Aqapa , Abu Nusair, and Baqaa camp, and currently I am entitled as Swefeieh Office manager.
7. Established new branch (medical city street branch) in 2009, which was ranked in the first rank at end of 2010 in terms of targets.

 Housing Bank – for Trade & Finance, Amman–Jordan, may 1994– December 2008

 Customer Service Manager, VIP Customers and CRM Manager,

Achievements:

• Handling and monitoring most of the Trade and Finance, Retail and Corporate Processes (e.g. Letters of credits, Letters of Guarantee, Loans management personal and corporate, Deposits, Credit cards, Electronically services)
• Follow up all VIP Customers requirements and attracting new VIP customers
• Customers Services Management: (e.g. debit and credit cards, internet shopping cards, stock market transactions, new accounts)
• Providing services for customers with high quality
• Auditing tellers and other customers’ services daily transactions
• Follow up all VIP Customers requirements and provide them with most satisfactory solutions
• Helping the branch to take the best branch twice within three years
• Responsible for the training new employees in branches
• Helping in implementation new bank ( I T ) systems in branches
• Helping in implementation branches emerging
• Entry and training branches for new entry services such as Bonded and LCs and Bills of collection
• Helping the branch to be on good classification from C to A class
• Handling all Branch manger responsibilities and authorities when absents (vacation or else)
• Internal auditor for ISO9001 quality system implemented at the bank including all quality procedures follow-up and preparation of audit reports
• Others: remittances management (passwords), ATM management (2 ATM machines), and branch treasury responsible

Responsibilities:

• Authorized to sign on behave of the HBTF bank category (B) since 1996 page no. (43b)
• Authorized to sign on behave of the HBTF bank category (A) since 2009 page no. (75A)

• Trade Finance Processes:
• Letters of credits:
• Export LC: Advising, Amendment, Cancellation, Taking Up, Payment and Transferring
• Import LC: Issuance, Amendment, Cancellation and Settlement
• Bonded Management: e.g. loans, In/Out transactions and interest and penalties calculations
• Letters of Guarantee:
• Foreign Guarantee: Issuance, Amendment, Cancellation and Claims
• Local Guarantee: Issuance, Amendment, Cancellation and Claims
• Inward Collections: Receive and Advise, Follow up, Settlement and Shipping Guarantees
• Corporate and Retail Processes:
• Loans management (all kinds of personal and Corporate loans management (e.g. Housing loans, Consuming loans, Advanced salary, Commercial loans, cars loans, promissory knots, bonded loans etc).
• Issuance, Amendment, Cancellation, Claims, contracts signings, and follow up tell final Installments
• Limits Management: (Currency, review date and expiry date)
• Assessment of clients’ credibility for all kinds of loans (corporate and retail) including assets evaluation, cash flow analysis and recommendations
• Mortgage Management real-estate après ail and assessments
• Installments follow-up procedures

Customers Services Management: 

• All types of credit cards Management: (Visa cards chargeable and revolving cards (Visa and Master Cards)), ATM cards, internet shopping cards
• Stock market transactions
• Accounts Management (accounts opening, Amendments, closing, statement , Internal Accounts Management and accounts special flags)
• Cash Management: Monitoring Tellers Transactions (Exchange currencies management, all types of Transfers (Foreign and local), and grant needed approvals from Treasury Department)
• Cheque: Incoming and outgoing cheque clearing, local and foreign Manager cheque and check book issuance
• Legal Stamps Monitoring
• Answering customers questions and explanations and solve their problems & requirements
• Follow up all ATM procedures (applications, passwords, canceling …etc)
• Renting safe boxes and letting the customers in to open their safe boxes
• Auditing tellers’ output
• Management of checks under collections (in/out transactions in due date)
• Presents & explains bank products & services to clients & assists in meeting their financial needs including the following: opening, closing, maintaining checking, savings, time deposit & individual retirement accounts as well as working with sage deposit boxes, savings bonds, credit cards & consumer loans.
• Answers questions & solves problems for clients by listening, collecting data & securing answers.
• Profile clients to identify sales & referral opportunities.
• Consistently strives to meet referral & call quality goals
• Assumes responsibility for establishing & maintaining effective, professional business relations with clients.
• Resolves client requests & questions promptly, courteously & professionally.
• Receives & processes new client accounts & changes to existing accounts such as names changes, address changes, product changes & other account maintenance as requested.

               Administrative responsibilities :   

• Maintains privacy of customer account information.
• Maintains & protects the Bank’s professional reputation.
• Assumes responsibility for establishing & maintaining effective coordination & working relationships with area personnel & with management
• Assists area personnel as required.
• Keeps supervisor informed of area activities & significant problems.
• Completes required reports & records accurately & promptly.
• Attends meetings & training classes that may be held on weekdays, evenings and/or weekends.
• Assumes responsibility for related duties as required or assigned.
• Actively & professionally sells Bank products & services out doors
• Responsible for meeting sales production goals.
• Performs related clerical duties as needed.
• Ensures that work areas are clean, secure & well maintained.

Strategic management responsibility (sub) level :

• Associate in setting branch annual estimating budgets
• Associate in branch to implement (SWOT ) analysis
• Associate in setting branch strategies and tactics to achieve setting targets and goals
• Associate in setting branch Exit strategies
• Associate in branch to implement ( STP & D ) customer segmentation , targeting and poisoning 

• Fozan Al-Bokor and partners company (developing technology academy) (Amman – Jordan) June 2003 – 2009

            Business development councilor and trainer (part time)

 Achievements:  

• Advisor: Admission and Registration processes
• Advisor: CRM (e.g. Service Desk, CRM and Business Intelligence)
• Advisor: Re-engineering training environment
• Advisor: selecting most qualified training staff
• Advisor: selecting high quality training materials

Responsibilities:

• Recruitment of employees: (Determine appropriate approaches to candidate identification, Retaining and using third party resources, Advertisement, Interview & Response, Appointment)
• Develop “Future State” Processes based on standards or/and best practices
• Evaluating training Solutions and opening new channels for new ideas
• Determining Training needs and assessment
• Analysis Work Environment
• Part time trainer
• Training on Business Process Management methodology

QUALIFICATIONS_

• Training professional certificate , training of trainers {TOT}

    International collage in London {ICL}

• MBA / Marketing , 2006 –June 2009, Arab academy for banking and financial sciences . (Amman – Jordan) , Average : very Good .

• sc. degree in Business Administration ,( minor: sociology) 1989-1993 Average: Good  Jordan University (Amman – Jordan)

• Cambridge international diploma in ( I T ) skills Arabic

• business development councilor and ( part time ) Trainer

• Member of (EXBA) Expert bankers association . Amman – Jordan

Attended Training Courses

• Course of Quality Management control Systems and Internal Auditing
• Course of Communication Skills for bankers
• Course of Scientific and practical methods of documents and money forging disclosure
• Course of Regulatory and legal aspects of foreign checks
• Course of ISO 9001:2000 Lead Auditor Course
• Course of financial credits facilities.
• Course of letters of credits and guarantees.
• Course of LCs and LGs terms and expressions in English.
• Course of control and supervision for financing and banking facilities.
• Course of public relations and etiquette.
• Course of banking terms and expressions in English language
• Course of time and managing priorities
• Course of fast track management
• Course of managing for commitment
• Course of team building
• Course of advanced supervisory skills
• Course of Ethics of the banking profession
• Course of Combating money laundering (AML) and Terrorist financing
• Course of Fatca code low
• Course of the policy of reporting inappropriate parctices in banking

Languages

Arabic : mother tongue

English          : Excellent

French: beginner

Personal Information

Marital Status: Married

Age: 51 years old

Having a valid (U.S) visa