Head of Quality Assurance and Branch Network Care - Wealth Management
NCB capital
Total years of experience :27 years, 4 Months
Challenges: Implement the quality assurance and quality control, increase the clients’ satisfaction by meet their needs and exceed the expectation, and enrich the client’s experience by getting high quality level of services provided through branches and electronic channels.
• Developing all policies and producers and carry out maintenance.
• Monitoring the implementation of Standard Operating Procedures (SOPs).
• Mitigate the operational errors and risk.
• Analyzing the clients’ complaints and feedbacks.
• Maintain the support to all channels "branches and electronics".
• Ensure the Services provided to customers through all channels will meet the quality standards.
• Ensure the services provided by branches and electronic channels are complying with regulations.
The result: Developed all SOPs of Wealth Management and branches; Maintained the SLAs and monitored the implementation. Minimized the operational errors of investment transactions to the satisfactory level, reduced the findings of control areas (Compliance, Audit and Operation Risk) to the low level, as well as increased the business's adherence with regulations. Enhanced both the front-end systems and electronic channels to the best use by clients and employees in frontline respectively
Challenges: Implement the quality assurance and quality control, increase the clients’ satisfaction by meet their needs and exceed the expectation, and enrich the client’s experience by getting high quality of services, ensure the brokerage trading transactions adhere to the regulations.
• Developing all policies and producers (P&Ps) and carry out maintenance.
• Monitoring the implementation of Standard Operating Procedures (SOPs).
• Mitigate the operational errors and risks.
• Ensure the Services provided to customers through all channels will meet the quality standards.
• Ensure the services provided by branches and electronic channels are complying with the regulations.
• Analyzing the clients’ complaints and feedback.
• Ensure the dealing room adheres with the regulations.
The result: Established the Internal Control unit, the Brokerages’ P&Ps converted into SOP format; governed the maintenance of SOPs'. Developed the Brokerage’s business documents “forms and agreements”. Monitored the SLAs implementation and sustained the maintenance. Minimized the operational errors of the dealing room to the satisfactory level (less than 1%); Reduced the findings of control areas (Compliance, Audit and Operation Risk) to the low level, as well as increased the adherence with regulations by the businesses and the dealing room.
Challenges: Implement the quality assurance and quality control, increase the clients’ satisfaction by meet their needs and exceed the expectation, and enrich the client’s experience by getting high quality level of services.
• Developing all policies and procedures (P&Ps).
• Monitoring the implementation of P&Ps.
• Mitigating the operational errors and risks.
• Ensure the services provided to clients are met the quality standards.
• Analyzing the clients’ complaints and feedback.
The result: Established the quality unit, developed all P&Ps and business documents in Brokerage; began monitoring the operational errors and implementing the corrective action plans, resolved the findings of control areas (Compliance, Audit and Operation Risk) which they reduced to the low level, increased the business's adherence with regulations, built the communication with employees across the division in respect of update and notification, reduced the number of clients’ complaints.
Challenges: Manage the local shares trading center, perform high quality level of trading services, and supervise the trading lounges located in dedicated branches at the three regions western, northern and southern.
• Managing the center includes brokers and customer service representatives.
• Ensure the trading services are performed properly by the trading lounges.
• Increase the market share and income.
The result: Renovated the center and all lounges dedicated to perform local shares services, as a result, the layout (look and feel) and equipment were met the clients’ needs. The center was presented in reports and programs of most famous TV channels dedicated for economy. The center was attracted to the high networth due to the distinctive service; as a result the number of client had increased. The center achieved high records many times as a result of exceeding targets.
• Created the database of clients interested in local shares.
• Conducted Marketing campaign.
• Built the proper communication with clients
• Provided the clients with the news of listed companies, and relevant analysis in coordination with the houses specializes in the analysis
Served the customers in branch, and sale the retail banking products
Econimy and administration, the major Accounting