Technology Consultant
Arab Advanced Technologies
Total years of experience :27 years, 4 Months
As the Business and Tech consultant I:
• Provided IT and Business consultancy services and projects/facilities Management for
Clients, ranging from home/small business to Enterprise.
• Created, redesigned, aligned and documented the Business process.
• Provided Orientation and Training sessions to familiarize new or existing staff with
systems, procedures and changes thereof.
• Developed and wrote Manuals and Procedures.
• Developed the procedures and protocols for Customer service and issue handling &
resolution.
• Prepared Job descriptions and role mapping documents.
• Designed inter-departmental relations and procedures.
Established and the scope of work and set the roles & responsibilities of the Client
Relations department members as well as developed their Job Description documents.
• Prepared the yearly budget for the department.
• Led the Client Relations team and oversaw the daily tasks.
• Set quantifiable targets and performance assessment criteria for the CR team.
• Conducted Training sessions to CR department staff and staff from other departments
on new systems, procedures or workflows.
• Managed the day-to-day functions of the department, and was the first point of
escalation for any client-related issue.
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• Worked in close collaboration with Risk and Compliance departments on redesigning
and streamlining the existing client agreements.
• Prepared periodical MIS reports and presentations for top management.
• Served as the complaints officer, where I was the recipient of all Clients’ complaints,
and prepared a quarterly report for all complaints to be submitted to the Central Bank
of Bahrain (CBB).
• Served as the main contact for the CBB customer enquiry and blocking system.
• Developed a comprehensive RFP and technical document for a CRM and DMS system
to enhance, further streamline and integrate the department’s functions within other
departments’ functions.
• Led numerous successful negotiations with Clients.
• Established and managed the clients’ KYC and “Due Diligence” procedure and
documents update & maintenance.
In addition to my duties as the Head of Client Relations, I took on some tasks and projects,
such as:
Core Banking Systems (T24) Implementation project
Coordinator:
• Coordinated, led and conducted the user orientation and subsequently Training sessions
and took ownership over such sessions to ensure their effectiveness and efficiency.
• Positively participated in the planning and preparation of the project master plan and sub-
project plans and their successful implementation.
• Led the process of data cleansing and migration and trained the support staff on the
process.
• Ensured the integrity of Data and Parameters with project consultants and various
departments’ users.
• Arranged for users/consultants’ meetings and managed such meetings to arrive at
agreements in relation to procedures, functionality and expected output.
• Set the Master hierarchy by which the different branches and companies would be
represented and consolidated within the system.
• Successfully led the User Acceptance Testing (UAT) for T24.
• Acted as a liaison between business users and implementation consultants to resolve
issues and provide clarifications.
• Developed and maintained an ¨issue log¨ which resulted in resolving more than 75% of
issues raised before the initial Pre-Live testing.
• Efficiently and effectively coordinated and supported the parallel run of systems as a
preparation for the Go-Live of T24.
• Managed the business users and helped them stay focused under difficult and stressful
conditions.
• Acted as the users’ first line of support.
• Designed and produced new procedure manuals for various functions for all departments
in relation to T24 and a comprehensive reports catalog for all reports generated by and
for all departments.
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Development of the Agency Brokerage business line:
• Developed a new model for Securities Agency Trading.
• Conducted presentations and Training workshops for middle and top management to get
them acquainted with the new model and managed to obtain the top management’s
approval and go ahead.
• As a part of the master document for the new business line, I prepared Manuals and
Procedures documents for all departments involved in the process of the new Agency
business, such as Brokerage, Client Relations, Operations and others.
• Prepared Training material and held Training sessions for related departments staff on
the new model.
• Spearheaded negotiations to setup the business relationships with MENA counterparts,
brokers and custodians in relation to the new Agency business line.
• Headed the development of the new agreements for the Agency model for both clients
and counterparts in close collaboration with Legal, Risk and compliance departments.
Initiated and established the Client Relations section under the Brokerage Department.
• Set the procedures and escalation hierarchy for client issues and complaints.
• Streamlined Clients issue handling procedures, which resulted in reduction of Client
complaints by 95% during the first year.
• Prepared and lead the separation of CR as a section under Brokerage department and
launched the independent department.
Managed and monitored all networking activities, including ISA Server, Exchange server,
and the domain controller.
• Was able to successfully reduce the user connectivity down-time by more than 80%.
• Handled all Domain controller, Database server, Operating systems, and applications
Installation and maintenance.
• Managed to perform full scale Servers, Systems, Database, and Users´ profiles migration
with 0% downtime and at a success rate of 100%.
• Re-wrote all IT procedure manuals to be more detailed and efficient, in terms of Help
Desk, Infra Structure, Network support... etc.
Managed all showroom activities such as Sales, Display, Purchasing, Maintenance…etc.
• Conducted private training and ICDL Certification training in-house and at various training
institutes in Bahrain.
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General Computer teacher and support.
• Conducted private training and ICDL Certification training to individuals and at
corporations.
• Tutored High school and college students in computer subjects.
• Specialized in teaching Senior citizens general and specific computer applications.
• Provided general support and services to individuals and companies.
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