GHASSAN RAWASHDEH

Branch Manager

• Direct all operational aspects including distribution operations, customer service, human resources, administration and sales. • Assess local market conditions and identify current and prospective sales opportunities. • Develop forecasts, financial goals and business plans. • Meet goals and metrics. • Manage budget and allocate funds appropriately. • Bring out the best of branch's personnel by providing training, coaching, development and motivation. • Training the team on implementing the customer always comes first despite the situation. • Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities. • Managing and developing the team performance to help them achieve both professional and personal goals throughout, 1-2-1's, personal developing plans and KPIs. • Managing and securing both team and customer records on site adhering to UK GDPR regulations. • Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities and needs. • Address customer and employee satisfaction issues promptly. • Adhere to high ethical standards and follow all regulations/applicable laws. • Network to improve the presence and reputation of the branch and company. • Stay abreast of competing markets and provide reports on market movement and penetration. • Championed cross department methods and feedback to promote one best way outlook in practices and services across the group. • Managing operations including stock delivery attrition ATM services and staff rostering. • Managing and reconciliation of suppliers' accounts.

• Direct all operational aspects including distribution operations, customer service, human resources, administration and sales.
• Assess local market conditions and identify current and prospective sales opportunities.
• Develop forecasts, financial goals and business plans.
• Meet goals and metrics.
• Manage budget and allocate funds appropriately.

• Managing a team of 12-15 agents in debt recovery, achieving 95% SLA compliance. • Reduced complaint escalations by 30% through empathetic resolution strategies, upscaling the team, taking ownership and right first-time approach. • Improved individual recovery rates by 20% via weekly 1-2-1's coaching and knowledge testing the team. • Managed HR case implementing corrective plans that cut attrition by 15%, improved performance and team confidence in the company and management. • Approving and tailoring collection plans to match our customer needs to help them back to financial health with an emphasis on vulnerabilities and doing the right thing for our customers/business. • Holding regular team feedback reviews to benefit from their experience and their voice is heard. • Completing quality checks to calls per team member per week to ensure high standards are maintained.

• Managing a team of 12-15 agents in debt recovery, achieving 95% SLA compliance.
• Reduced complaint escalations by 30% through empathetic resolution strategies, upscaling the team, taking ownership and right first-time approach.
• Improved individual recovery rates by 20% via weekly 1-2-1's coaching and knowledge testing the team.
• Managed HR case implementing corrective plans that cut attrition by 15%, improved performance and team confidence in the company and management.
• Approving and tailoring collection plans to match our customer needs to help them back to financial health with an emphasis on vulnerabilities and doing the right thing for our customers/business.

• Overseeing and supporting the businesses daily operations. • Managing compliance and service levels to achieve business targets. • Developing process and best practices to increase profit and client satisfaction. • Introduction of customer survey to increase customer satisfaction and develop new business opportunities. • Risk assessment to ensure compliance with governing bodies. • Incorporate best practices throughout the business, derived from individual and departmental achievements. • Maintain internal culture, throughout a can-do attitude and rewarding great service and performance. • Week/monthly/quarterly meetings and 1-2-1's, to increase and support business performance. • Leading the rollout of all new communications and briefings in a positive and informative manner. • Providing and supporting staff and managers development via coaching mentoring systems. • Reporting to shareholders, ensuring buy in and understanding. • Promoting a positive attitude-toward the company's goals and targets. • Designing overall strategy and setting goals for growth. • Making sure proper security procedures are in place to protect employees, guests, and company assets. • Supporting the HR department in coordinating and managing the recruitment and selection process. • Ensuring sound financial management and adherence to expenditure and income targets.

• Overseeing and supporting the businesses daily operations.
• Managing compliance and service levels to achieve business targets.
• Developing process and best practices to increase profit and client satisfaction.
• Introduction of customer survey to increase customer satisfaction and develop new business opportunities.
• Risk assessment to ensure compliance with governing bodies.

• Managing a team of 12 assistant Relationship Managers and Assistant Relationship Directors. • Managing stakeholder's relationships. Ensuring that we are meeting and exceeding their expectations. • Monitoring KPIs to ensure team success. • Coaching and developing team members throughout training and 1-2-1 coaching session. • Managing and supporting the department HR requirements. • Managing departments budget. • Taking on projects assigned by head of function to support the wider RST vision in cross function activities. • Quarterly reporting to senior management on results. • Ensuring the completion of Annual Credit Reports within the time scales to follow anti-money laundering requirements. KYC, KYB. • Ensuring the department meets and passes regulatory audits by the Financial Conduct Authority. Green Audit achieved. • Reviewing and maintaining compliance requirements in line with Banking Governing bodies resulting in a Green Audit with the FCA.

• Managing a team of 12 assistant Relationship Managers and Assistant Relationship Directors.
• Managing stakeholder's relationships. Ensuring that we are meeting and exceeding their expectations.
• Monitoring KPIs to ensure team success.
• Coaching and developing team members throughout training and 1-2-1 coaching session.
• Managing and supporting the department HR requirements.

• Generated Key Performance Indicator reporting to drive better performance. • Managed complaints with calm, clear communication, and problem solving. • Thrive in a fast-paced-environment with energy and enthusiasm. • Engage with stakeholders to build relationships and brand awareness. • Drove operational improvements to secure cost savings and improve profit margins. • Prepared range of written communications, documents, and reports. • Collaborated with team members to achieve target results. • Coaching and training new and current team members to achieve the sales & service targets.

• Generated Key Performance Indicator reporting to drive better performance.
• Managed complaints with calm, clear communication, and problem solving.
• Thrive in a fast-paced-environment with energy and enthusiasm.
• Engage with stakeholders to build relationships and brand awareness.
• Drove operational improvements to secure cost savings and improve profit margins.