Section Head – Endowment Banking Operations
General Authority for Awqaf
Total years of experience :17 years, 3 Months
• Provide leadership to the operations department including developing operational plan for endowment channels in accordance with the conditions of the donors.
• Lead the operational team for managing endowment channel operations, delegate responsibilities, monitor the team performance and prepare performance reports for senior management team.
• Review and audit payment orders in accordance with the conditions of the donors; submit reports and recommendations to the donor.
• Develop the financial budget for the endowments; administer payments and deliver the payment of financial benefit to beneficiaries; develop and maintain healthy relations with endowments beneficiaries.
• Participate in official events; manage seasonal programs (Iftar meals - Hajj) in accordance with the conditions of endowments.
• Develop work procedures to identify obstacles and provide solutions to ensure smooth running of operations.
• Identify the performance and target indicators to achieve the corporate strategy; provide inputs to the management on risk management and internal reference notes.
• Identify training requirements for the staff and accordingly arrange trainings.
• Managed overall operations for the Electronic Civil Registration Archive Project of the Ministry of the Interior.
• Developed electronic archive plans and archived citizens’ documents after checking, screening and re-saving.
• Rendered support and guidance to the archival work team through all phases of electronic archive.
• Accountable for project section management (screening, electronic processes, preservation and indexing).
• Managed the civil registration project through all electronic archive phases including receipt from old archive, signature of the receipt and delivery model, hand-over to the screening staff, sorting the files out, scanning the documents, indexing, checking the quality of indexed documents, quality and final accreditation, inserting the barcode, saving documents with the model files and saving files to shelves
• Built and maintained healthy relations between the Elm Company and the Civil Affairs Department.
• Provided solutions and innovations to facilitate work procedures; implemented approved departmental policies, processes, procedures.
• Provided instructions to team members and monitor their adherence so that work is carried out in a controlled manner.
• Provided formal and informal feedback to subordinates in order to ensure their continuous development.
• Worked as Director of charitable social projects such as:
o Iftar meals on Mecca
o Care and support for mosques
• Planned, developed, organized, implemented and directed the social programs.
• Rendered support to the Director of Administration in day-to-day administrative procedures of the department.
• Followed up with the staff of the Social Programs Department and oversaw the timely implementation of the programs in accordance with the established plans and kept the Director of Administration updated.
• Coordinated with the Departments of Sheikh Mohammed bin Abdel-Azad Al-Rajhi’s Endowment.
• Implemented plans and policies established by the management, and ensured strict adherence with the same.
• Distributed the work among the staff in line with the plan shared by the Director of the Department.
• Generated the weekly report of the work carried out as well as the planned work for the next period.
• Collected weekly business reports for the department staff and presented to the charity development manager.
• Performed any other duties as assigned by the Director of the Department.
• Directed, oversaw and controlled daily operations of the call center to maintain the profitability, productivity, service and quality levels; led the call center team to achieve assigned targets.
• Monitored and analyzed the performance of the contact center to determine operational trends, recommended changes to enhance service, quality and productivity, and developed strategies to drive underperforming KPIs.
• Reviewed internal systems and procedures to achieve service levels and improvements against set targets.
• Managed operational issues to maintain contact center service and quality, ensuring operational efficiency.
• Ensured service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Maintained productive business relations with customers, resolved customer grievances in time and built a loyal customer base; ensured superior customer service delivery to achieve sales and business growth.
• Addressed customers’ queries, feedback and complaints including escalations in a professional manner; reviewed service recovery to increase customer satisfaction with minimum cost.