Head of customer experience
National Bank of oman
Total des années d'expérience :19 years, 11 Mois
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As part of the transformation group my current role is to create and lead the implementation of an innovative and superior CE strategy that delivers a consistent and trusted brand value on a multi-site, multi-channel basis. As part of the design and mapping of current CE journeys and automating processes; a state of the art measurement framework is put in place to capture customer insights, touch points, NPS and SLA performance. In addition my responsibility is to ensure that NBO maintains its reputation by managing and handling complaints across all segments by ensuring a closure rate of 90%. The ultimate objective is to transform NBO to becoming a customer centric organization which will then result into creating a competitive advantage and ultimately drive revenue growth
My role was to setup a quality assurance division consisting of various units that would improve the overall customer experience for Ahli Bank's internal and external customers looking after process re-engineering, customer care and service culture training.
Responsible to develop the retail & affluent segment business (channels & sales) for Ajman Bank through a customer experience program that relies on customer loyalty, needs, lifestyle requirements, journey enhancement (process mapping), branch transformation into a customer centric driven culture. Established a fully-fledged internal and external training program for the bank and managing the customer care unit with a consistent closure rate of over 90%.
Oversee the firm's entire investor relations & corporate communication platform. Acting as the primary point of contact for the investment community and maintaining a positive public image of the firm and its 14 subsidiaries
Responsible for the quality standards and protocols of the customer service platform. Established the training and development department which played a vital role in shaping the organization’s culture and performance. The ISO certification and Dubai Quality awards were the 2 projects I was primarly involved in.
Consumer banking, front line operations dealing with customers, always excelled in achieving financial targets and outperform other branches within the UAE, a stallion award champion with the best branch awards received in 2009.
Inflight services
inflight services
Responsible for all human resource activities to include employment, compensation, labor relations, benefits, training and development.
Embossing plastic cards and activation process.
•Compiling and processing data base.
•Closing accounts and forwarding it.
•Balancing accounts monthly and producing P and L sheets.
•Inputting data manually
.Designing data base software.
•Debt collection.
leading change