Senior Manager
Network Internati onal LLC
مجموع سنوات الخبرة :13 years, 9 أشهر
• Led a high performing service team, facilitating the resolution of technical and operational support for portfolio of clients including ENBD group, ADCB and Ajman Bank, among others.
• Exhibited effective leadership in establishing and managing a process that consistently met or exceeded service level agreements (SLAs)
• Collaborated with cross functional teams and external vendors to identify and implement proactive measures to minimize system incidents and enhance customer service experience
• Achieved remarkable NPS growth from 16 to 63 in 2023 through strategic initiatives and motivating team contests, driving effective KPI attainment.
• Demonstrated effective leadership in coordinating audit activities and ensuring comprehensive coverage across diverse business functions
• Implemented robust audit methodologies, contributing to the enhancement of internal controls and operational efficiencies
• Developed a comprehensive understanding of the organization's risk landscape and demonstrated expertise in conducting risk assessments of the audit universe, utilizing the COSO framework to analyze impact and likelihood
• Maintained a robust MIS framework, ensuring accurate and timely reporting of audit related information and statistics.
• Established robust cross-functional networks, nurturing trust-based relationships & promoting collaboration across business units.
• Innovatively enhanced customer service, fostering internal collaboration for operational efficiency.
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