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Ahmed Bardeesi, Head - Customer Service Dept.

Ahmed Bardeesi

Head - Customer Service Dept.·National Commercial Bank (NCB)

Saudi Arabia

Bachelor's degree, Computer Science

Work experience

Total years of experience: 21 years, 3 months

Head - Customer Service Dept.

September 2006 - Present

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

September 2006 - Present

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.
Company industry:
Banking
Job role:
Management

Manager - Customer Care Unit

June 2013 - January 2015

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

June 2013 - January 2015

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.
Company industry:
Banking
Job role:
Management

Customer Experience Business Partner

May 2012 - May 2013

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

May 2012 - May 2013

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.
Company industry:
Banking
Job role:
Management

Business IT Manager

June 2011 - April 2012

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

June 2011 - April 2012

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.
Company industry:
Banking
Job role:
Management

Senior Project Manager

June 2010 - May 2011

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

June 2010 - May 2011

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.
Company industry:
Banking
Job role:
Management

Project Leader

June 2008 - May 2010

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

June 2008 - May 2010

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.
Company industry:
Banking
Job role:
Support Services

Business Analyst

September 2006 - May 2008

National Commercial Bank (NCB)

Jeddah, Saudi Arabia

September 2006 - May 2008

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.
Company industry:
Banking
Job role:
Information Technology

Regional Supervisor

March 2005 - September 2006

Alhamrani Universal Company (Diebold KSA)

Jeddah, Saudi Arabia

March 2005 - September 2006

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
Company industry:
Technical Maintenance & Repair
Job role:
Support Services

Education

King Abdul Aziz University

June 2004

June 2004

Bachelor's degree, Computer Science

Saudi Arabia

Skills

Business Analysis
Expert
Business Analysis
Expert
Project Management
Expert
Project Management
Expert
Business Development
Expert
Business Development
Expert
Process Improvement
Expert
Process Improvement
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert
Enterprise Project Management (EPM), Employee Award System (EAS)
Expert
Enterprise Project Management (EPM), Employee Award System (EAS)
Expert
Operational Needs Assessment, Project Management, Solution Delivery
Expert
Operational Needs Assessment, Project Management, Solution Delivery
Expert
Resource Optimization, Budgeting and Cost Control, Profitability, ROI
Expert
Resource Optimization, Budgeting and Cost Control, Profitability, ROI
Expert
Performance Evaluation, Training and Development, Productivity
Expert
Performance Evaluation, Training and Development, Productivity
Expert
Customer Relations, Customer Service Enhancement Initiatives, Customer Retention
Expert
Customer Relations, Customer Service Enhancement Initiatives, Customer Retention
Expert
Business Development, Cross Selling, Up-selling
Expert
Business Development, Cross Selling, Up-selling
Expert
Communication, Leadership, Interpersonal Skills
Expert
Communication, Leadership, Interpersonal Skills
Expert
Process Improvement, Process Streamlining. Productivity Enhancement
Expert
Process Improvement, Process Streamlining. Productivity Enhancement
Expert
Business Analysis
Expert
Business Analysis
Expert
Project Management
Expert
Project Management
Expert
Business Development
Expert
Business Development
Expert
Process Improvement
Expert
Process Improvement
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert

Languages

Arabic
Expert
English
Expert