Operational Risk. Process Risk Officer,
Masraf Al Rayan
Total years of experience :27 years, 1 Months
Risk Register: Maintain a risk register based on the identified applicable laws and regulations, fraud schemes, and AML considerations.
Controls Catalogue: Based on review of procedures and walkthroughs, maintain an inventory of internal controls, and map them to key risk areas.
Issues Management: Track the progress of remediation of control weaknesses identified by Internal Audit, self-testing, or controls assessment.
Risk Assessment: Assist in the execution of corporate compliance, fraud, and BSA risk assessments by identifying the key risks and assessing mitigating controls to determine the risk profile for the organization.
Risk Monitoring: Assist in the development and monitoring of key risk indicators (KRIs) that are mapped to various risks to determine elevations in risk and proactively implement risk mitigation measures.
Emerging Risks: Identify emerging risks that present new regulatory, fraud, or money laundering risks. These include risks associated with new products and services, customer types, geographies, and channels.
Data Analytics: Coordinate the collection of risk information from source systems, departments, and reporting. Analyze the data and apply it to various key risk areas to update the risk profile.
Policy and Procedure Maintenance: Provide assistance to in developing and updating policies and procedures by enforcing document standards.
Manage Document Library: Manage the publication, dissemination, and availability of compliance and financial crimes policies and procedures.
Training and coaching call center staff
Supervising call center agents
Planning, organizing, and directing call center operations
Developing and implementing call center policies and procedures
Ensuring that customer service goals are met
Analyzing call center data and preparing reports for upper management
Tracking and measuring productivity and comparing to benchmarks
Communicating with the client and other stakeholders of the project
Ensuring that call logs are up to date and accurate
Reduced staff turnover by 5% in 2008, 2009 benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
Elevated VOC “voice of the customer” satisfaction index from 86% to 95.62% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Served on special taskforce charged with training classes 10+ New Hire for 3 weeks in addition to my team.
Trained CSRs and managers in Quality Assurance, and contributed to significant improvements in our VOC.
Promoting 2-3 employees each year to the next job level.
Designation Chronology:
July ‘04 - Oct ‘07: Quality Assurance Supervisor
Nov ‘97 - June ‘04: Operation Supervisor
July ’96 - Oct ’97: Customer Service CSR & Team Lead
Highlights:
Assisted creating/developing new quality form to fit our needs/goals.
Handled a team of 35+ “3 sites” employees in quality assurance department and supervised their work
Handled the tasks of implementing, developing and maintaining quality system policies
Achieved the set target laid by the Client/Director
Worked successfully in various projects
Developed and provided data and quality review to senior management team.
Key Responsibilities:
Ensure customers are receiving the best possible experience when calling in. Quality teams will consist of a manager within the department who reports to the shift supervisor, and a team of agents who listen to customer calls and score them on a number of things
Selected Contributions:
90% of all calls handled to satisfactory completion (to the customer) at entry point, also called First Call Resolution.
Education in the company’s culture, procedures, rules and products & services
Training in how to engage the customer, establish communication, build a relationship, identify the real need and fulfill this need.
Team leaders and supervisor, who are constantly in touch with the rep and encourages call resolution.
Quality Call Evaluation scoring each rep with a scoring system set up to encourage First Call Resolution.
An awards program which encourages First Call Resolution behavior and attitude for the rep.
Operation Manager/Marketing:
• Advertising, including how much and which media.
• Public relations.
• Promotional programs
• Budget; determine break-even point for any additional spending.
• Projected results of the promotional programs.
• Train all employees on Commercials and products new procedures.
Computer Programming and System, Computer Science