Senior Business Process Analyst
Kuwait Finance House
Total years of experience :9 years, 3 months
the implementation of various business proves improvement projects in bank-wide areas as per the annual business plan
•Contribute to the identification of opportunities for continuous improvement of Business Process Improvement tools and practices taking into account ‘international leading practice’ and productivity improvements
•Review current procedures on an on-going basis, improve and simplify them to increase operational efficiency
•Identify risks and issues that are relevant to the current design of the policies, procedures, and processes, and workflows to develop the appropriate corrective actions that would address the defined operational irregularities and optimize efficiency and compliance levels within the bank
•Examine customer pain areas via detailed process walkthroughs and feedback from VOC forms so as to re-engineer the processes in collaboration with business functions
Key Accomplishments:
•Revamped account opening and financing processes of Retail and Corporate Banking to reduce TAT and increase overall process efficiency
•Actively contributed to various digitalization initiatives of the bank in the areas of cards ( instant issuance of cards) and branch operations
•Served as secretary to the committee in charge of revamping bank-wide legal agreements and customer contracts with a view to mitigate the risk of changing terms and conditions
•Served as secretary to the steering committee responsible for KFH-AUB integration
•Implemented various quick win projects in the wake of Covid-19 crisis so as to ensure continuity of operations and was appreciated by the Top management
•Prepared Service Level Agreements for major processes of the bank that has cross-functional dependencies
currencies and checks in cash drawers at ends of shifts, and reconcile daily transactions
•Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
•Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
•Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
Key Accomplishments:
•Part of the testing team from business responsible for implementation of new branch banking system and suggested continuous improvements for system efficiency
•Part of the team that developed the Teller cash shortage insurance program
CUSTOMER SERVICE AGENT - CALL CENTER
Kuwait Finance House - Kuwait
•Attending customer calls made to hotline and assisting them with their enquiries
•Selling Credit Cards and Travel Insurance products of the bank
•Conduct account transfer and payment instructions received at Call Center
