Head of Change Management , Transformation Group
The Saudi Investment Bank
Total years of experience :22 years, 0 Months
Introduction: In my current role, am responsible to drive bank wide process re-engineering and process improvement projects that aimed to improve customer experience and save cost for bank in terms of process automation, process simplification and optimal capacity set-up.
In addition, I lead the business intelligence team to produce various management insight reports through data gathering, data cleansing, converting data to meaningful information and design automated dashboards using Power BI tool.
Ensuring a proper customer journey mapping and analyzing touch points with the organization and maximizing commercial opportunities.
Analyze the customer’s feedback data and complaints to transform it into process improvement projects.
Interact with all levels of management to document existing processes, manage and analyze data, and recommend enhanced business processes.
Support implementation activities using change management approaches and interact with staff and senior leadership to accomplish project objectives.
Identify opportunities to automate business processes; partner with business units and information technology to develop customer experience and reduce costs.
Work with stakeholders to identify business requirements, processes and risks.
Deciding on the CRM platform structure and ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Responsible to conduct capacity planning project to determine and organize required resources to each processes. to ensure effective use of bank's resource.
Responsible for creating and measuring SLAs between bank’s departments and ensure compliance to all customer demands in bank.
Lead and manage the SIGMA team, ensuring that the team are managed, trained, and motivated to achieve the department's objectives.
Some of the key projects include,
End to end process re-engineering of corporate account opening process. Benefits include reduction in account opening time by 66% and comply with SAMA guidelines.
Revamped telesales team process through automation, system fixes and KPI monitoring techniques lead to sales efficiency.
Designed and deployed SMS based survey for customers that collects customer feedback at transaction level and produce a meaningful insights for continuous improvement.
Develop and identify methods for collecting customer experience data through surveys, mystery shopping focus groups, questionnaires, and opinion polls.
Analyze the customer experience data, and organize this information into statistical tables and reports with insights.
Present customer experience findings to executives through charts, graphs, and other visual means to help them make better-informed decisions using Microsoft Power BI tool.
Use Root Cause Analysis to look deeper into customer’s complaints and find out why it's happening. Using different RCA method.
Manage and deliver timely and reliable information regarding customer experience KPIs in accordance with agreed plans and schedules, including reports from across all banks systems.
Lead and manage the Research & reporting team, ensuring that the team are managed, trained, and motivated to achieve the department's objectives.
Role Of Service Manager :
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Manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.
Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information
Role of BMC Remedy Administrator :
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Administer and develop forms, fields, menus, and workflows in Remedy
Provide 1st/2nd level support for customers experiencing problems with their Remedy accounts
Build AR System filters and active links to automate responses to user actions and enforce business rules
Provide training and guidance on all aspects of the AR System Server and ITSM Suite (Help Desk, Change Management, Asset Management, Service Level Management)
Troubleshoot complex issues regarding forms, workflows, and log files in Remedy
Supervise the design and automation of customized reports to meet management needs
Coordinate resolution of issues requiring BMC support
Other related duties as assigned
Role Of Incident Manager :
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Driving the efficiency and effectiveness of the incident management process
Producing management information, including KPIs and reports
Monitoring the effectiveness of incident management and making recommendations for improvement
Developing and maintaining the incident management system
Driving, developing, managing and maintaining the major incident process and associated procedures
Reviewing and auditing the process
Ensuring that all IT teams follow the incident management process for every incident
• Monitoring the ATM's from OpeN2 Command & Control
• Sending Configuration Data to ATM's from OpeN2 as and when required
• Monitoring the Transaction from OpeN2 Help Desk
• Preparing Daily reports on Availability of the ATM's
• Preparing Daily reports on Transactions of the ATM's
• Creating & preparing characteristics reports of production business day and provide them to higher management.
• Supporting the WAN Network of the Bank Saudi Fransi Kingdom wide using Cisco Works 2000 system & Dash Board of ESM technology.
• Executing daily batches running on the production business date changed during the day.
• Managing the Data warehouse by backup techniques and mirroring to the DRC side of the bank.
• Maintaining VERITAS Net Backup System to achieve more reliable environment to the Data of the Bank.
• Managing Mainframe processes and daily working server jobs.
• Preparing insurance policies for the Customers from Company's and Personals.
• Surveyor's cars and factories.
• Loss adjuster.
• Bachelor of Business Administration From King Abdulaziz University with A GPA 4.52 out of 5 Excellent with Second Honors
