Business Intelligence Manager
M.H. Alshaya Co.
مجموع سنوات الخبرة :18 years, 5 أشهر
Business Intelligence
• Design and build BI service performance Reports and create custom queries, dashboards for Alshaya Brands/Support function departments.
• Accommodate operational needs with automated analysis, through a logical combination of multiple sets of values and scores.
• Working with brands and support functions to develop and refine reporting requirements for service performance analysis
• Leading the service-performance BI-reports training
• Support the design of the organization eNPS BI reports.
Support Operation and MIS
• Manage the Group customer service applications (VOC, Remedy, BI) and provide required support to Contact Center agents and end users/stores
• Monitor and Analyze GCS Units operation projects
1. Manage Key Performance Measures & Indicators of GCS
2. Ensure the organized approach (PMP) is followed for all the projects
3. Monitor & Report the project progress based on agreed frequency
4. Support the Project Delivery as and when required
• Manage and Support VOC Survey System for 80+ brands
1. Design Brand Survey
2. Design VOC reports custom tailored for top 5 Alshaya brands
3. Apply Smart Device VOC approach
• Manage Alshaya Pulse (Alshaya Employee Survey)
1. Run Alshaya Pulse Survey
2.Align BI reports based on analytical needs
• MIS Consolidation reporting for Alshaya Contact Centers
1. Collecting all requirement for multiple Contact Center streams.
2. Designing output results flow based on the collected requirements
3. Create and design Customer Experience 360˚ Report
- Generating & developing new business opportunities in the market with increasing Sales, profitability, market share in Institutional and Retail Sales.
- Acquiring & Managing Current Account Portfolios of the company for incremental deepening value, sourcing high end business accounts & generating Trade & Forex based fee income.
- Building and maintaining good rapport, network with the clients and responsible for acquiring & servicing new & existing clients. Assist clients with developing effective solutions for their needs.
- Handling Trade based queries from the customers & increase Forex revenue by smoothening transactions process by proactive liaison with Forex service cell, SPOPS & Credit departments.
- Preparing annual sales plans and budgets and Monitoring actual sales performance against budgeted figures and take corrective measures as appropriate.
- Identify and assign performance targets in terms of sales revenue, customer satisfaction index (CSI), product category and geographical area specially my Region ( MENA ).
- Contributing to the development and implementation of incentive schemes in order to boost sales, increase profits
- Participating and attending in many expos in Kuwait and MENA Region.
- Recruiting and training new employees to Sales Department Target.
- Recommend annual marketing and E marketing strategy based on such factors as stock movement, sales history and forecasts and sales budgets.
- Resolving escalated customer complaints and represent the business unit at senior level within the customer base to ensure its image is maintained and enhanced, develop customer base and generate business.
- Acquiring & Managing Current Account Portfolios of the company for incremental deepening value, sourcing high end business accounts & generating Trade & Forex based fee income.
- Generating & developing new business opportunities in the market with increasing Sales, profitability, market share in Institutional Sales.
- Supporting the Corporate Sales Team and Dealing Team when requested in the care of trading clients
- Contacting clients about certain exchange rates; providing bank details; implementing changes to their accounts.
- Implement business development strategies for key accounts and Managing promotional activities.
- Ability to form relationships and influence high level decision makers in the investment management.
-Review and recommend enhancement of existing retail and corporate products to be in line with the local market.
-Responsible for planning, implementation and control of any assigned projects while reporting
to the department manager.
-Suggesting and initiating new idea’s and plans to improve the team performance.
-Supervising and monitoring a group of the sales employees and following up on objectives achievements and responsible of training the new recruiters in the team.
-Preparing daily, weekly and monthly reports, Co-ordinate and co-operate with all back office operations .
-Maintains and builds a portfolio of clients with an acceptable risk/ reward ratio.
-Responsible of opening and establishing new Trade online Accounts for targeted clients.
-Preparing business plans and developing computer database support to increase sales revenue.
-Crises management by solving customer problems, complains and report back to top Management.
- Responsible of opening and establishing Accounts, Credit Card and all types of Loans for targeted Clients.
- Preparing daily, weekly and monthly reports regarding the status of my sales against the target.
- Check and inspect clients against our bank and central bank regulations.
- Suggesting new idea’s and plans to improve my work.
- Responsible of Training new recruits in my team.
- Supervising and Monitoring 6 employees in my team.
- Provide market feedback analysis.
- Preparing business plans and developing computer database support to increase direct sales revenue.
- Solving customer problems and complain and reporting these problems to the management.
Achievements in NBK :
- Avenues Branch Project Leader July 2008 till December 2008
- Acting as a team leader during June till December 2007
- 3rd Best sales officer in KWT Accounts Acquisition for 2nd quarter 2006
- 3rd Best sales officer at campaign of loan for Oct & Nov 2006
- 4th Best sales officer at ranking for Oct 2006
- 4th Best sales officer at ranking for Nov 2006