Senior Officer - Group Operations, FLMI, ARA, AIRC, ACS - LOMA, IFCE
AlAhli Takaful Company
Total years of experience :24 years, 0 Months
Promoted as Senior Officer - Group Operations
1. Group Module - Core Insurance System - Responsible in the Automation and Enhancement. Track and Study Processes in the Group Insurance Module and implements system developments.
2. Group Policy Setup
3. Group Policy Invoicing and Statement of Account Issuance
4. Main Focal Point of Group Policyholders
5. Manages Invoice Issuance and coordinates with Finance Department in the issuance of Statement of Accounts
6. Manages Bordereaux Issuance to Reinsurers
7. Ensure Group Data Quality and Integrity
8. Main focal point in Group Data Analysis such as Comparison with Peers, Group Policy PL, Claims and etc.
Responsible for planning, coordinating and directing automation projects mostly on the
company’s Core Insurance System. Periodically provides the management Sales Reports and on-demand Reports. Responsible for the creation and management of Dashboards for the
management including but not limited to, ATC Management Dashboard, KPI Dashboard, Sales
Dashboard and Reinsurance Bordereaux Dashboard. Manages Electronic Archiving of Company
Documents and created the standard template of all Company Policies and Procedures.
Results:
1. Successfully automated Core Insurance System Modules such as Call Center, Group and
Claims.
2. Effectively Implemented Dashboards for the Management and the company
3. Standardized all the Company Policies and Procedures
4. Positively Archived all the Company Documents Electronically
5. Earned Outstanding Appraisal Ratings for the past two years.
6. Serves as back up to the Group Operations from March 2019 until today.
Provide administrative and executive support within busy office. Manage executive team’s calendar; plan client meetings; prepare reports, spreadsheets and presentations; manage records and regulatory files.
Results:
1. Earned “outstanding” ratings on annual reviews for the past two years. Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
2. Praised by the CEO for excellent performance and punctuality as an Executive Assistant.
3. Became Alahli Takaful Company’s creator of PowerPoint presentations and
the main troubleshooter of MS Office issues.
4. Excelled within deadline-intensive environment, ensuring the accurate and on-time completion of all projects.
Purpose of the role
1. To achieve aged debt target (>60 days) and make sure that all customer pay on time.
2. To achieve WSO target
3. To solve any query within 24 hours and to make good rapport with customers.
4. To ensure 100% delivery of clean invoices on time.
5. To ensure proper SAP/ERP Entries. (Call Cycle Planning, Download reports to Excel etc.)
Achievements
6. Reduced the aged debt in my territory from 35% to 0.5% within 6 months and maintained.
7. Reduced WSO to less than 5 weeks and maintained.
8. Three-time Highest Achiever Awardee for the period of one year.
1. To manage all operational activities and deliver service quality performance in line with the IKEA Contract Standards,
ensuring a professional image is presented, whilst reviewing, establishing cost against agreed Budget Targets are within the
frame work of cost management to achieve overall profitability.
2. To cross-functionally analyze, agree, implement and monitor Delivery & Assembly processes and activities in order to
continuously action issues and improve efficiency and effectiveness.
3. To liaise with customers and the sales force and visit customers where necessary/appropriate.
4. Monitoring quality, efficiency and risk to ensure controls are effectively in place and implementing corrective actions where
appropriate.
5. Identify and correct weaknesses in process or system efficiency.
6. Provide performance management reports to superiors.
7. Ensure the involvement of those with the appropriate expertise and accountability.
Achievements
8. Implemented the customer feedback form wherein it was appreciated well by the IKEA management.
9. Reduced cost by replacing 5 ton trucks in to high roof vans.
10. Reduced cost by hiring laborers from a third party supplier.
Purpose of the role:
1. To support the Country General Manager in his duties on a daily basis in line with the Company Policy.
2. To be able to analyze figures and data about performances of all the different departments and to be able to give inputs
and quick analysis to the Country General Manager.
3. To be able to prepare presentations and reports for reviews & conferences as per the requirements given by the Country
General Manager.
4. To handle all Customer enquiries or complaints in the Country General Manager’s absence and to be able to disseminate to
concerned managers to be able to resolve the issue.
5. To liaise with the Regional Office on any issues in the Country General Manager’s absence and to advise him accordingly.
6. To keep constant contact with the Country General Manager at all times of any issues when he is away or out of the
Country.
7. To liaise with other members of the Management Board on any issue concerning the business.
8. To ensure confidentiality is maintained on all matters handled in the Personal Assistant’s role.
Achievements
9. Received a personal letter of thanks from the Country General Manager thanking me for the support provided to him
during his first four months in service.
Purpose of the role:
1. Supervising the CS team, monitoring and ensuring the achievement of the Key Performance Indicators of the CS team and
per individual.
2. Coaching CS Staff for additional knowledge in our TNT Mainframe Systems
3. Offering solutions to clients for majority of the Service Failures
4. Proactively calling clients for any service failure encountered on a day to day basis
5. Multi-function - CS Supervisor as well as Support Line Agent.
Achievements
6. One of the pioneers in establishing the TNT centralized call centre started in 2004.
7. One of the key employees who gave training to the CS Staff who is successfully achieving KPI’s and tagged as one of the
best Call Centre in the Middles East.
8. Received the Employee of the Quarter Award in Qtr 3 of 2004.
Purpose of the role
1. Calling prospect clients for a possible contract signing.
2. Explaining Prospect Clients the benefit of dealing with TNT and selling the products that they can avail by using TNT
Services.
3. Running and downloading reports required by Sales Dept.
4. Maintaining CLM Reports for Saudi Arabia
5. Running Trend Analysis Reports and transferring it to an Excel Sheet
6. Preparing Sales Proposals for Clients
7. Doing PowerPoint presentations for the weekly meeting of Sales Department
8. Educating the customers on TNT products and services
9. Updating customer profile
10. Achieving set Targets by management
Achievements
11. Changed the reporting system from manual (using rollers) to excel sheets.
12. Received a letter of Gratitude from the Country General Manager and after six months, he promoted me to Customer
Services Supervisor
Graduated in 1999 with a Bachelor's Degree in Computer Engineering with a GPA of 2