Quality Management Expert- Senior Level
Central Bank of Oman
Total years of experience :24 years, 7 Months
Since Feb '09: Central Bank of Oman, Sultanate of Oman as Quality Management Expert
Role: Conceptualising and implementing Quality Improvement System, introducing value-creating processes, eliminating redundancies and value-destroyers, ensuring successful performance of implemented projects and employee development. Delivering service quality to external stakeholders and internal staff/Depts through process refinement, People development and rolling out strategic quality initiatives.
Significant Highlights: ☑ Holds the distinction of: ◆ Refining over 10 complex business processes; developed key metrics for enhancing efficiency and effectiveness of the processes.
◆ Implementing contemporary practices through benchmarking.
◆ Established KPIs for Core banking departments alongwith KPI review templates.
◆ Training more than 350 staff of the bank - representing 70% of the workforce in the area of quality management.
◆ Handled induction training programme for new employees
◆ Streamlined pre-existing processes - IT Procurement, Air Passage Booking, Currency Management and HR Systems.
◆ Introducing innovative policies like One Brand One Vendor (OBOS) as well as other radical changes in procedures.
◆ Development of Quality Policy for the Bank and devised organisation-wide dissemination Programme.
◆ Launched ISO 9001:2008 certification for Currency Management.
◆ Introduced a comprehensive Quality Improvement Plan.
☑ Functioned as key member of the task force in implementing KPI and in drawing up the vision, mission and Strategic Priorities of the bank.
Steered initiatives by introducing Online Survey for employee feedback.
Received appreciation for bringing about fresh ideas on quality management in the last 4 years.
Handled training programme on ‘Consumer Credit’ in College of Banking and Financial Studies (CBFS), Oman
Has written a number of articles in the Central Bank of Oman’s journal: Al Markazi.
Promoting Small and Medium Enterprises (SME) development by collaborating with Banks, Govt, Enterprises, Financial consultants and other stakeholders. Responsible for development of SME units (in Pharma and Textile Sectors) through credit linkage with Banks and enhancement of business development services
Significant Highlights:
Instrumental in sanction of loans to more than 200 SME units with aggregate credit over US$50 Mn
Pivotal in empanelling more than 50 Chartered Accountants for financial linkage; designed special training programme for CAs in the area of credit and pharma sector.
Significant contributions in enabling bank to roll out a pharma specific loan product for GMP certification.
Successfully led the development of educational & training kits for developing pharma sector.
Played a key role in positioning Hyderabad region pharma sector SMEs as the best example of developmental work by the organisation.
Merit of streamlining the production processes of Pharma units using Lean Manufacturing Programme; some of the unique interventions included design of Pharma Training and Customer Relationship Management Programmes.
Got recognised as the Best Region for comprehensive development of SMEs.
Role as Assistant General Manager & Branch Head -Specialised (Prestigious) Branch in Trade and SME Finance Aug ’05-Jan ’07
Spearheading overall operations & business growth of the specialized and prestigious branch, strategizing the long term business directions of the region to ensure maximum profitability in line with organisational objectives.
Handled more than 200 SME Accounts in Trade, Industries, Finance
Arranged new credit delivery and credit renewal for Fund-based and Non-fund based credits.
Managed Non Performing Assets including handling of legal suits.
Held a number of promotional events for SME and Car loans.
Handled credit appraisal.
Handled internal audit and bagged ‘Well-run’ rating.
Successfully ran the branch as a profit centre.
The role involved complete branch and credit administration.
Role as Assistant General Manager & Faculty (Retail Products - Marketing) & Research May ’99-July ’05
Worked as Faculty at State Bank Learning Centre and also at State Bank staff College- The Apex College of the Bank. State Bank Staff College, established 50 years ago, is the Apex College of State Bank of India- India’s largest Bank with assets over US$ 400bn, branches over 15000 and staff over 300, 000.
Significant Highlights
Conducted research on ‘Motivational levels of Middle Managers’ and submitted wide range of suggestions.
Handled the training assignment end-to-end from design to delivery
Was a member of many task forces for ‘Training Needs Analysis’, ‘Review and design of new training programme’ to align with emerging changes in the market and the organisation
Developed many innovative programmes like ‘C2C’ - Connect to Customer, ‘BEAT’- Business Enhancement Achieved through Training’ .
Developed a new initiative of ‘Training in collaboration with operational units’
Handled more than 2000 sessions covering more than 10000 participants, drawn predominantly from Middle to Senior Level Executives. The sessions were essentially in the area of Behavioural Science, Marketing, Leadership, retail credit.
Rolled out new programmes in alignment with Business Process Reengineering (BPR) introduced by the Bank
Conducted many onsite and Visiting Faculty Programme.
Has won many awards for ‘Best Trainer’, ‘Best Case Study’, ‘Best Essay’ in the All India competition
Was a member of the Bank’s Apex ‘Customer Service Committee’.
Has compiled various books on banking
Has made a number of book reviews
Has conducted field research on many areas of consumer behaviour and marketing.
Managing wide gamut of tasks involved in housekeeping operations, account relationship, implementation as well as maintenance of computerized environment.
- Managed the entire accounts and administration of the Branch which is a specialised Industrial Finance Branch focused on financing leather manufacturing Units.
- Handled establishment of LC and Forex Operations.
- Handled Discounting of Bills
- Handled inter-office branch clearing and maintenance of all accounts.
- Handled house-keeping, customer relations.
- Handled staff matters and industrial relations.
- Managed Full branch Automation.
To manage SME business as a profit centre, ensure credit delivery, new client acquisition, credit analysis, credit assessment, follow up, filing of suits, compromise proposals, management of asset quality, management of operational risk.
The role involved financing of Small and Medium Enterprises which were predominantly involved in Manufacturing activities. Financing included both fund based and non-fund based and co-lending with Term Lending Institutions and FIs. Handled more than 500 SME units.
Managing Personal Banking as a Profit Centre, maintain customer relationship, service excellence, achieve liability and credit goals, maintain employee relationship.
Maintain asset quality, market new products/services. Handle NRI business. Ensure delivery of Car loans, Mortgage Loans, consumer and personal loans, loans against shares and debentures. Maintain house keeping and achieve high audit rating.
Has won special award for scoring the highest mark in one subject
Scored 100% in the Subject - Managing People
Secured 1st Division; Distinction in 4 subjects