Director of Corporate Relationship
Confidential
Total years of experience :11 years, 2 Months
As Corporate Relationships Director, responsible for overseeing and managing all aspects of CRM functions and activities within a group holding company and implementing all corporate strategies and plans. Play a critical role in building and maintaining strong relationships with key clients, ensuring their satisfaction, driving business growth through CRM management, and leading, Identifying, and developing new business opportunities in line with the group’s growth strategy;
Assist General Manager (GM) - Public Relations division to develop business strategy by providing input and plans in line with overall organization's objectives. Plus, ensure the strategy is translated into operational business plans and monitor the performance of execution;
1. Participates and develop multiple successful PR initiatives across 5 sections.
2. Drafts, develops the policies, procedures and processes overall PR division.
3. Participates to establish the (Customer Satisfaction Survey) and launches the program in 2021.
4. Monitors, analyzes and Evaluate results on a quarterly basis, and develop improvement recommendations.
5. Liaises with the relevant stakeholders for execution of corporate strategy communication.
Assisted Chief Operation Officer (COO) to manage and oversaw all Quality activities (Surveys, Customers Experience, Quality Control & Assurance, and monitoring Operational performance - Using Balanced Scorecard as Measures Performance) to identify & implement the best practices and improve the ability to deliver quality services to the stakeholders, according to the policies and procedures followed within Al YUSR.
1. Successfully managed, trained, and evaluated a team of 13 members.
2. Ensured compliance against the legislation by reviewing and improving the procedures, processes, authorizations, and service level agreements (SLA) across AL YUSR.
3. Analyzed the products and services regularly to identify potential areas of improvement through all touch points.
4. Designed surveys (CSAT - NPS - CES) to make better-informed decisions about the customers, products & services for reducing the gap analysis and increasing customer retention and loyalty.
5. Conducted Quality inspections for improve stakeholders' communication by identifying & eliminating redundant, duplicated & non-value added.
6. Identified opportunities for services improvement by designing Digital Assessments (CSAT, NPS, and CES), implemented, evaluated feedback, and followed up the action with the stakeholders (Managerial departments), which led to an increase the customer satisfaction rates.
7. Ensured all customers' complaints through all touch points were being well received, and classified between regulatory & non-regulatory complaints within 48 hrs.
8. Reported status to management on a monthly and quarterly basis.
Additional achievements
1. Member of the sub-committee of leasing and financing sectors at Saudi Central Bank (SAMA) since 2017, up to 2019.
2. Successfully project-managed customer experience journey and led a team of 9 members with multiple objectives and initiatives within 9 months in 2018.
Assisted the loan Agency Admin Unit manager (LAAU) to handle all the Corporate Finance Department (CFD) - (Syndicated and Bilateral) loans Payment and admin related matters, and reporting directly to SVP lending portfolio;
1. Monitored the receipt, payment & distribution of interest & principal to the syndicate members.
2. Observed through MIDAS, Algo, and Data Spread Sheets prepared.
3. Followed best practices with compliance to SAMA regulations.
4. Collaborated with management to evaluate KPIs of Lending Portfolio Services and update the policy and procedures frequently.
5. Obtained management approval annually of the department's policy and procedures.
Strong professional with a Master of Business Administration (MBA) focused in MBA from University of Newcastle.
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