Head - Customer Service Dept.
National Commercial Bank (NCB)
Total years of experience :19 years, 1 Months
Designation Chronologyu**
• Feb 2015 - Present, Customer Service Department Head
• June 2013 - Jan 2015, Customer Care Unit
• May 2012 - May 2013, Customer Experience Business Partner
• June 2011 - April 2012, Business IT Manager
• June 2010 - May 2011, Senior Project Manager
• June 2008 - May 2010, Project Leader
• September 2006 - May 2008, Business Analyst
Highlightsu**
• Represented the bank with Saudi Arabian Monetary Agency (SAMA) and drove the implementation of SAMA’s consumer protection guidelines.
• Streamlined retail activities of the bank by merging the same under a single management to expedite decision making and make the process more efficient.
• Credited with the successful rollout of Seibel CRM across the bank which was subsequently rated as the fastest implementation in the Middle East.
• Generated cost savings of $32 Million by developing in-house global remittance system and migrated the existing system from CITI in the GRS migration project in 2012.
• Rolled out Tajir Alahli program and enhanced brand awareness for the small business sector; this led to the bank acquiring 5, 000 new customer subscriptions, and generating $400 Million in new deposits within three months.
• Instrumental in launching the first small business ATM card in the country leading to successful transition of 200, 000 transactions from branches to the ATM channel; enhanced revenue generation by revitalizing in-branch traffic.
• Core member of the team that implemented SADAD Ministry of Interior project that enabled payment of government fees through bank channels; this resulted in increasing net income by $700, 000, and 1.3 million transactions within the first year.
Key Responsibilities as Head - Customer Service Departmentu**
• Define and implement strategies, plans and product offerings for enhancing customer satisfaction; focus on providing superior banking service and placing the bank at the helm in terms of customer service delivery.
• Provide operational support to customer service teams through implementation of robust systems, both technical and functional, detect and resolve problems to avoid operational disruption.
• Implement industry best practices for various processes, monitor results and modify service metrics based on detailed operational analysis.
• Interact with customers for feedback and suggestions; implement concrete improvements in customer service and increase customer satisfaction scores.
• Encourage a work environment that facilitate providing high levels of customer service and prompt resolution of customer issues.
• Generate market awareness on various banking products and services for enhancing business and augmenting revenue.
Key Responsibilities
• Overlooked the rolling out of Seibel system across the bank to promote quickest implementation across the middle-east.
• Encourage a work environment that facilitate providing high levels of customer service and prompt resolution of customer issues.
• Implement various process improvement initiatives and streamline processes for minimizing transaction time and enhancing operational efficiency.
• Additionally support cross selling and up-selling initiatives for various banking products and services to enhance organizational bottom lines.
Key Responsibilities u**
• Led the bank-wide complaint assessment process and developed dedicated improvement initiatives across processes, people skills and system enhancements.
• Streamlined processes to enable the bank in effectively resolving reported customer issues promptly and prevent customer issues from escalating.
• Evaluated departmental performance metrics and indicators and identified areas of improvement.
• Assisted the senior management team in aligning customer service department policies and systems to overall organizational business objectives.
Key Responsibilities u**
• Collaborated with Boston Consultancy Group to manage the CRM Framework Assessment project; the project comprised various phases including defining target model, and developing and approving a 3 year strategic roadmap.
• Led team members in maintaining project delivery schedules and meeting project milestones; ensured project deliverables met all quality parameters.
• Highlighted potential process bottlenecks to the senior management team along with suggestions to reduce the same.
Key Responsibilities as Senior Project Manageru**
• Led the implementation of the “Multi Factor Authentication” system for enhancing the bank’s E-channels customer identification procedures.
• Set up project plans and managed project budgets; executed projects in time and met all project delivery schedules.
• Streamlined reporting processes and optimized utilization of banking channels.
• Assessed actual performance against the plan and make adjustments consistent with plan objectives.
Key Responsibilities as Project Leaderu**
• Set up and led project team for effectively implementing various project phases within stipulated delivery schedules.
• Prepared and approved project plans and guided team members in understanding individual roles and responsibilities.
• Optimized resource utilization by deploying resources based on approved project plans. Evaluated and reported on project progress to the senior management team to enable effective decision making.
• Assisted the management in evaluating performance of individual team members and organized training sessions based on identified training needs of team members.
Key Responsibilities as Business Analystu**
• Coordinated activities related to delivering Enterprise Project Management (EPM) by reengineering processes for project initiation, approval and monitoring.
• Interacted with the functional unit management and personnel in identifying, defining and documenting business requirements and objectives.
• Liaised with various departments pertaining to analysis, design, testing and maintenance of IT systems.
• Evaluated and documented changes related to functional and business specifications followed by preparing detailed procedures.
Key Responsibilitiesu**
• Spearheaded team efforts in implementing and maintaining 300 security systems on ATMs across Saudi Arabia for Al Rajhi Bank.
• Built and maintained productive business relationship with key decision makers across major organizations like Riyadh Bank, Al Rajhi Bank, NCB and SAMBA for identifying and developing new business opportunities.
• Interacted with clients for collating and evaluating requirements for providing customized business solutions related to security systems implementation and maintenance projects.
• Enhanced team productivity by implementing schemes like Employee Award System (EAS) and associated processes to acknowledge top performance.
• Prepared and presented various reports to the senior management and other stakeholders to enable effective decision making.
Previous Assignmentsu**
• 3 Months, Management Internship / IT Graduate Trainee, DHL Express, Khobar, Saudi Arabia