Executive Manager Group Service Excellence & Innovation
Kuwait Finance House
Total years of experience :31 years, 11 Months
To direct the creation and maintenance of a service environment that nurtures positive interaction between KFH clients and staff through coaching, performance and satisfaction measurement, and promoting a service culture within KFH to ensure improvements to business processes; to oversee the piloting / proofing of identified innovation opportunities and studying their feasibility before presenting to management for approval; and to oversee the production of market research and market analysis
Developed and managed the Service Quality Mystery Shopping Program; Handled the “man-to-man” service quality coaching for frontline staff; Revised and modified Retail Banking list of fees & commissions to generate additional fee income; Drew and wrote the processes & procedures of new Retail products; Streamlined the major activities of Retail business; Managed the revision, update, and completion of the procedures of Retail processes
Retail Products Development Consumer Loans Quality Assurance Develop and manage Retail sales targets Assess and measure branches performance HR issues: Training, job descriptions, ... for Retail
Map out & analyze Retail Business Processes Perform Acitivity Based Costing (ABC) on these processes Performed Transaction-time & Q measurements Reengineered selective Business Processes, Retail (Centaralization, authorities review, Introduced the "New Look of Future Retail Branches" Prepared Training packages, wrote job descriptions, and set performance measurements for Retail Branches (network of 36 branches in Kuwait) Trained Branch staff Designed the Layout of The Balance Score Card Worked as Retail Senior Teller in Branches (from 1992-1996, during which rotated 5 branches, in Residential & Commercial areas, and exposed to all Branch Operational and sales activities)
Major: Public Administration Minor: Economics Other courses: Accounting, Political Science, Arabic Literature, History..