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Abdullah Alkhamees, Senior Manager – Product & Operations Enablement

Abdullah Alkhamees

Senior Manager – Product & Operations Enablement·Tamweel Aloula

Saudi Arabia

Master's degree, Business Administration

Work experience

Total years of experience: 18 years, 10 months

Senior Manager – Product & Operations Enablement

January 2023 - March 2025

Tamweel Aloula

Riyadh, Saudi Arabia

January 2023 - March 2025

Leadership Scope: Enterprise operations, product strategy, and customer experience transformation
supporting national mortgage financing initiatives.
• Led enterprise operations enablement and product strategy integrating multi-branch operations, sales
enablement, and customer experience initiatives.
• Led 115 direct and indirect employees across operations and product teams, strengthening service delivery
and operational performance.
• Directed LOS digital transformation initiatives reducing documentation errors and accelerating loan approval
turnaround times.
• Implemented CX-driven product initiatives increasing funded conversion rates and improving customer
onboarding journeys.
• Negotiated and established 20 strategic partnerships expanding distribution through 40 brokers and 3 digital
platforms.
• Strengthened governance and regulatory compliance frameworks achieving zero major audit findings.
Company industry:
Financial Services
Job role:
Finance and Investment

Head of Lending Products, Digital Transformation & Operations Enablement

January 2023 - January 2025

Tamweel Aloula

Riyadh, Saudi Arabia

January 2023 - January 2025

Leadership Scope: Enterprise operations, product, portfolio performance, and customer experience
transformation
• Established and scaled the Mortgage and Consumer Lending business unit from inception,
(START-UP) building products, operations, governance frameworks, and distribution capabilities to
support national housing initiatives.
• Led end-to-end business operations, product strategy, and portfolio performance for real estate
and consumer lending.
• Managed and optimized portfolio growth, revenue performance, and risk alignment in line with
strategic objectives.
• Designed and implemented the target operating model, integrating product, sales, operations, and CX
into a unified performance structure.
• Oversaw account and partner management strategy, strengthening broker and channel relationships
to drive sustainable pipeline growth.
• Led 115+ employees across product and operations, enhancing organizational capability and service
delivery scalability.
• Delivered LOS digital transformation, reducing errors and accelerating turnaround times.
• Established strategic partnerships (40 brokers, 3 digital platforms), expanding distribution reach and
portfolio acquisition capacity.
• Strengthened governance frameworks ensuring robust risk management and zero major audit
findings.
Company industry:
Financial Services

Operations Lead – Product & Sales Support

January 2020 - January 2023

SABB Bank

Riyadh, Saudi Arabia

January 2020 - January 2023

Leadership Scope: Enterprise lending operations, portfolio support, and nationwide distribution
• Directed end-to-end lending operations and portfolio execution across 111 branches and 300+
employees.
• Key contributor to the LOS platform project, supporting enablement, rollout, and cross-functional
coordination across the end-to-end lending lifecycle—from application creation and submission through
system integrations, verification, disbursement, and collections—enhancing operational efficiency and
turnaround time.
• Played a key role in managing a SAR 6B mortgage portfolio, aligning operations, product, and sales to
achieve growth and performance targets.
• Contributed to SAR 1B revenue growth through portfolio expansion, improved conversion, and
operational optimization.
• Enhanced account conversion and pipeline management, improving funded conversion rates from
3% to 5%.
• Led cross-functional transformation initiatives across IT, Risk, Compliance, and Business to improve
enterprise efficiency and scalability.
• Managed strategic partnerships, strengthening ecosystem collaboration and customer acquisition
channels.
CX,
• Led integration of customer experience, product delivery, and operational performance across
retail banking.
• Managed customer account lifecycle, improving onboarding, retention, and satisfaction.
• Directed call center and complaint management functions, enhancing service quality and digital
adoption.
• Strengthened AML/KYC compliance, reconciliation controls, and operational risk frameworks.
Company industry:
Banking
Job role:
Banking

Customer Value & Product Delivery Management Officer

January 2018 - January 2019

The Saudi British Bank - SABB

Riyadh, Saudi Arabia

January 2018 - January 2019

• Led cross-functional taskforces to streamline operations and accelerate product delivery.
• Improved documentation accuracy, reduced approval cycles, enhanced customer satisfaction.
Company industry:
Banking

Remittance Task Force Team Leader

January 2017 - December 2018

The Saudi British Bank - SABB

Riyadh, Saudi Arabia

January 2017 - December 2018

• Managed domestic and international remittance QA/QC, AML/KYC compliance, and reconciliation
controls.
Company industry:
Banking

CX & Call Center Leadership

January 2008 - December 2016

The Saudi British Bank - SABB

Riyadh, Saudi Arabia

January 2008 - December 2016

• Directed customer experience initiatives and call center operations.
• Improved complaint resolution, digital adoption, and service efficiency.
Company industry:
Banking

CX & CSAT Operations Leadership

January 2007 - January 2015

Call Center,

Riyadh, Saudi Arabia

January 2007 - January 2015

• Directed large-scale customer operations, managing service performance, customer satisfaction, and
operational efficiency.
• Implemented service improvement and customer retention strategies, supporting long-term
relationship management.
Company industry:
Call Centers & Customer Care Outsourcing

FREELANCE- Project and Facility Management

January 2010 - December 2010

Developer and Construction - Freelance

Riyadh, Saudi Arabia

January 2010 - December 2010

• Managing QA/QC and monitoring all Projects activities of planning, designing and budgeting end to end
• Oversee infrastructure and construction stages from initiate to launch or handover
• Performing regular inspections to ensure the building is functioning correctly.
• Managing and negotiating contracts for various construction and maintenance projects.
• Negotiating periodic maintenance contracts and renewing insurances for maintenance.
• Maintaining records the facility, including maintenance bills and payment information.
• Supporting people, (Employees/Guests/Customers) including ensures the functionality, comfort, safety,
sustainability and efficiency of the built environment
Company industry:
Facilities & Property Management
Job role:
Construction and Building

Contact Center Agent

January 2007 - November 2007

The Saudi British Bank - Sabb

Khobar, Saudi Arabia

January 2007 - November 2007

1-answer calls and respond to emails
2-handle customer inquiries both telephonically
3-research required information using available resources
4-manage and resolve customer complaints
5-provide customers with product and service information
6-enter new customer information into system
7-update existing customer information
8-process orders, forms and applications
9-identify and escalate priority issues
10-route calls to appropriate resource
11-follow up customer calls where necessary
12-document all call information according to standard operating procedures
13-complete call logs
14-produce call reports
Company industry:
Banking
Job role:
Customer Service and Call Center

Teller & Deposit Machine Specialist

July 2006 - December 2006

Saudi National Bank (SNB)

Khobar, Saudi Arabia

July 2006 - December 2006

Company industry:
Banking

Site Management

July 2005 - June 2006

GlobeTech

Jubail, Saudi Arabia

July 2005 - June 2006

• Facilities Management, infrastructure, equipment, buildings and related services
• Comply with safety standards and are ready to meet operational needs
• Logistics and Supply, oversees logistics activities, such as the receipt, storage and distribution of equipment,
materials and supplies required for operations
• Human Resource Management, Health and Safety, Coordination and communication, Budget management
• Reporting and Documentation, maintain accurate and complete all records of base field activities

o Protective Coating Inspector PCI lev2
• Managing QA/QC activities, monitoring daily production quality to be align with PO requirements
• Training employees ARAMCO standards SAMSS and SAES
• Oversee daily inspections and resolving conflicts to avoid rejection and burn-off.
• Freelance TPI / Pipeline blasting and Coating 2018
Oversee quality assurance process to assess and verify the quality, compliance, and safety of products, processes, systems, or services.
• Thirdw-party inspections identify potential hazards, ensuring adherence to safety protocols and minimizing accident risks.
Company industry:
Oil & Gas
Job role:
Engineering

Education

University of Gloucestershire

December 2024

December 2024

Master's degree, Business Administration

United Kingdom

QUALIFI Ltd

June 2023

June 2023

Diploma, Strategic Management & Leadership

United Arab Emirates

King Faisal University

June 2016

June 2016

Bachelor's degree, English literature

Saudi Arabia

Skills

Project Management
Expert
Project Management
Expert
Business
Expert
Business
Expert
Communications
Expert
Communications
Expert
Team Leadership
Expert
Team Leadership
Expert
Management
Expert
Management
Expert
Excel
Expert
Excel
Expert
Adope photoshop
Expert
Adope photoshop
Expert
Social media
Expert
Social media
Expert
eCommunication
Expert
eCommunication
Expert
Microsoft Office Word, PowerPoint, PDF
Expert
Microsoft Office Word, PowerPoint, PDF
Expert
Sales
Expert
Sales
Expert
Team Management
Expert
Team Management
Expert
Business Development
Expert
Business Development
Expert
Negotiation
Expert
Negotiation
Expert
Management
Expert
Management
Expert
Project Management
Expert
Project Management
Expert
Administrative
Expert
Administrative
Expert
Human Resources
Expert
Human Resources
Expert
Administration
Expert
Administration
Expert
Customer Service
Expert
Customer Service
Expert
Real Estate
Expert
Real Estate
Expert
Sales Management
Expert
Sales Management
Expert
Property Management
Expert
Property Management
Expert
Leadership
Expert
Leadership
Expert
Training
Expert
Training
Expert
Banking
Expert
Banking
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Working Under Pressure
Expert
Working Under Pressure
Expert
Market Studies
Expert
Market Studies
Expert
Strategic Planning
Expert
Strategic Planning
Expert
Real Estate Investment
Expert
Real Estate Investment
Expert
Estate Administration
Expert
Estate Administration
Expert
Market Research
Expert
Market Research
Expert
Mystery Shopping
Expert
Mystery Shopping
Expert
Production
Expert
Production
Expert
Operation
Expert
Operation
Expert
operations
Expert
operations
Expert
Planning
Expert
Planning
Expert
Strategy Development
Expert
Strategy Development
Expert
Call Center
Expert
Call Center
Expert
Contact Centre
Expert
Contact Centre
Expert
Communications
Expert
Communications
Expert
Facility Management
Expert
Facility Management
Expert
QA/QC
Expert
QA/QC
Expert
MIS
Expert
MIS
Expert
Public Relations
Expert
Public Relations
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Risk Assessment
Expert
Risk Assessment
Expert
Inspection
Expert
Inspection
Expert
Safety
Expert
Safety
Expert
Health
Intermediate
Health
Intermediate
Construction Management
Expert
Construction Management
Expert
Construction & Property
Expert
Construction & Property
Expert
MS Project
Intermediate
MS Project
Intermediate
Materials
Intermediate
Materials
Intermediate
Marketing
Expert
Marketing
Expert
Action Planning
Expert
Action Planning
Expert
Supply Chain Management
Expert
Supply Chain Management
Expert
Budgeting
Expert
Budgeting
Expert
Retail
Expert
Retail
Expert
Sales Growth
Expert
Sales Growth
Expert
Achieving Targets
Expert
Achieving Targets
Expert
MORTGAGE LOANS
Expert
MORTGAGE LOANS
Expert
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
CONSUMER LENDING
Intermediate
CONSUMER LENDING
Intermediate
CREDIT PRODUCTS
Intermediate
CREDIT PRODUCTS
Intermediate
FINANCE
Intermediate
FINANCE
Intermediate
NEW PRODUCT DEVELOPMENT
Intermediate
NEW PRODUCT DEVELOPMENT
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
EXECUTIVE LEADERSHIP
Intermediate
EXECUTIVE LEADERSHIP
Intermediate
FINANCIAL SERVICES
Intermediate
FINANCIAL SERVICES
Intermediate
PORTFOLIO MANAGEMENT
Intermediate
PORTFOLIO MANAGEMENT
Intermediate
PRODUCT STRATEGY
Intermediate
PRODUCT STRATEGY
Intermediate

Languages

English

Expert

Arabic

Native Speaker

Memberships

(Real Estate Finance Subcommittee) Supervision by SAMA

Strategic plans to expand sales. Develop, enhance policy and procedure. Solving critical issues

October 2024

PMI - Project Management Institute

Expand knowledge

January 2025

Training and Certifications

Certifications
Project & Product Management – PMI
HSBC/SABB
Compliance & AML
Generative AI – Udemy
Critical Thinking – MISK
Retail Banking (SAMA)
FAL (REGA)
Business Continuity
AML
RCSA
ISO 9001:2015 Lead Auditor
Project & Product Management Courses
Compliance & AML
Generative AI for Risk & Cybersecurity
Critical Thinking & Decision Making
Retail Banking Professional Foundation Certificate (RBPFC
FAL (REGA)
Business Continuity
AML
RCSA
ISO 9001:2015 Lead Auditor
PMP - Project Management Professional | PMI
Jan 2025
Training
Anti-Money Laundering
SABB
Jun 2016
PMP (Project Management Professional)
DOROOB
Jun 2020
Leading Auditor Certified - ISO 9001:2015
IRKA
Oct 2021

Hobbies and interests

Traveling