Head of Quality and Customer Care
SAICO
Total years of experience :25 years, 9 months
Leading the process & services provided by the job placement centers to ensure compliance with contractual & quality requirements. This function is about streamlining the efforts of all back-office functions (Quality, Training, Billing & IT) to achieve a high level of services for both job seekers & employers & compete with other service providers to achieve quantitative/qualitative results.
VP /Head of Quality
GIB
Major challenge is to implant the culture and principals of Customer service excellence and customer centricity through responsiveness, reliability transparency, simplicity and innovation.
Managing the service quality department that consists of three functions; TQM, Complaint Management and Manpower development .
Culture
Responsible for setting and monitoring service performance and KPIs and maintain a set level of service standards.
Find innovative ways to build and measure service delivery KPIs and incentive scheme to constantly improve service delivery.
Through cooperation with Area Managers, Contact Center Manager and Head of Retail Operation insure service Excellency and customer centricity approach.
Ensure and improve the quality of all service touch points and frontlines.
Set and always improve Award and recognition programs and encourage superior services.
Closely manage customers feedback, suggestions and satisfactions
Manage, monitor, and report complaint process throughout the service delivery channels and support functions.
Take the ownership of processes reengineering for better and simplified services based on customer requirement.
Overseen surveys related to surveying customer satisfaction and loyalty as well as internal and external Mystery-shopping activities.
Align efforts with training and HR throughout staff cycle starting from recruitment and going through motivation, appraisal and retention. Aside to Career path and development plans for frontline staff and accreditation, programs.
Business Planning
Regular reporting to Senior Management on established performance measures
Ensuring the continuous monitoring of local, GCC and international markets to benchmark competitors and investigate innovative services initiatives
Responsible for setting, executing and monitoring of SLAs of all processes that impact directly or indirectly customer service.
Regulatory & Compliance
Ensure department activities and processes are complying with SAMA requirement and compliance principals.
Maintain the bank image with regulatory authorities.
Manage and Monitor SAMANET system and provide efficient handling for customer complaints raised through SAMA.
Responsible for arranging, communicating and reporting SAMA inspection activities, outcomes and relevant bank responses related to customer complaints.
Achieve and maintain high standard of Service Quality is the main responsibility
Build customer centric environment and drive the excellence in service culture and engage with customer facing units and suggest improvements to ensure superior service delivery.
support initiatives that yield business generation and/or result in better service delivery.
promote recognition and awards programs to improve the Quality culture within the bank staff.
design various surveys/ campaigns / mystery shopping as need be to bring forth the voice of the customer and help build required action plans to meet customer expectations.
Create and update departments SLAs, and monitor the implementation of the same•
Manage and monitor major service quality KPIs across all bank and report the out comes to the highest management for more improvement.
•Responsible for defining and developing business processes, policies.
•Analyze business processes such as current process analysis (AS IS), gap analysis, best practice identification in terms of approaching the best quality using resources in more efficient and productive manner. Plan for the required change and oversight the implementation of the plan and closely monitor process improvement.
• Measure performance against process requirements, aligning improvement projects to close performance shortfalls& Ensures that project schedules, and performance requirements are met.
• Act independently to determine methods and procedures to be used on new assignments.
• Contribute to the development of the bank's goals and objectives.
• Regularly interacts with other managements on matters concerning several functional areas, divisions, and customers.
• Work with bank highest management to align projects to strategy.
• Assesses the degree of risk impact, timeframe, and cost of re-engineering required to achieve the desired future plans.
After leaving the same position in 2005, SABB requested the CV holder to take over the responsibilities of managing the bank complaints again and Lead a team of eleven staff toward a better and professional standard of complaints handling.
Deeply investigate and analyze complaints and conclude the rout causes to be discussed and studied with the relevant parties in order to find resolutions and prevent re-occurrence of the same.
Issue corrective measures and design a professional &technical reporting system detailing complaints and highlighting areas of improvement to upper management.-Provide high standard service recovery program based on customer values.
-follow up the progress of resolving reasons that cause customer dissatisfactions with concerned parties.
-working with all available tools to promote a new culture of adopting complaints as a tool of improving the bank services and image.
-emphasis that customer voice could be carefully-listened to, actioned and their dissatisfactions could be turned into opportunities.
Manage policy holders servicing process & responsible for the company daily operations.
Started the job in a very early stage while company was in the position of building up its infrastructure, therefore the role started from setting up the servicing department procedures & manuals, going through system UAT process, designing department staff job descriptions, recruitments issues, contribuiting in the translation activities of customers contracts, policy wordings& system labels.
Major role of the job is to manage & run the company servicing activities which include both servicing call center & servicing administrations taking the challenge of using all the previously gained experience in achieving the highest level of service quality & total customer satisfaction.
- Lead the customer voice unit and directed the investigation, analysis and recovery of customer complaints.
- Issued corrective measures and designed a professional technical reporting system detailing complaints and highlighting areas of improvement to prevent the re-occurrence of similar complaints.
-Provide high standard service recovery program based on customer values.
-follow up the progress of resolving reasons that cause customer dissatisfactions with concerned parties.
-Manage, supervise& motivate a team of four male staff performing an excellent example of team work spirit .
- Devised a first-of-its kind comprehensive quality measurement process for the SABB Customer Call Center including call scripts and modules.
- Established an employee incentive plan for call center staff including monthly and annual staff reward programs.
- Initiated the trend of recruiting part time female staff members and telemarketers to operate the customer call center.
- Detected performance and operational shortfalls in the customer service system and policy, and pro-actively proposed improvements and rectifying measures.
- Marked an unprecedented event by being the first recruited female sales and customer care representative operating within a group of 6 male colleagues in a restricted and culturally driven business atmosphere.
- Conceptualized and presented the Imtiaz Help Desk proposal to the senior management, and played and integral role in the initiation of a revolutionary SABB personal banking product.
- Handled the customer care and follow up for Imtiaz & Premier clients, and operated the Imtiaz Help Desk, a first-of-its kind facility at SABB.
- Conducted simultaneous translation and moderated verbal communication between patients and foreign physicians, and vice versa.
- Managed the sales services of the ladies branch.
- Carried out sales and marketing activities for corporate accounts, schools, hospitals, banks and charity organizations.
- Handled sales and customer care issues, and conducted ticketing, flight reservations, routing and air fairs.
- Handled sales transactions, customer services and tended to customer queries.
- Managed shipping procedures and mail issues for tax prevention purposes.
In addition to relevant study courses and training, completed courses in Business Administration, Public Administration, Marketing, Accounting, Correspondence, Advertising, International Law, Geography, History and Languages.