Operations Manager / Unit Head - Client Engagement and Performance Management
Commercial Bank of Qatar
Total years of experience :18 years, 1 Months
Customer Experience :-
o Working with CEO team on CX initiatives to identify and oversee bank-wide
Customer Experience opportunities across all the touch-points including traditional
and digital customer engagements.
o Initiating and building an extensive Customer Experience strategy to build a first hand understanding of customer experience.
o Responsible for evaluating process and developing plans to ensure positive
customer experience by leading the ideation, development, and launch of
innovative customer experience plans.
o Analyse trending customer satisfaction results by various surveys such as NPS,
CSAT, VOC and other Transactional Surveys and performing root-cause analysis to
get to the underlying issues.
o Act as an enabler for customer experience activities, delivering best practices, tools
and guidance across the organization and work in close collaboration with other
internal team partners to identify and prioritize customer experience projects.
o Understanding Customer Delivery tools, draft customer journeys and propose omni
channel fulfilment approaches.
o Lead the CX Champion Community cohort and drive on-going CX initiatives
o Ensuring enhancements on critical areas of business such as People, Processes &
Technologies (PPT).
Performance Management : -
o Formulating KPI’s based on organizations Vision, Mission & Values.
o Worked on creating monthly scorecards with quantifiable metrics that can roll-over
to bi-annual KPI’s.
o Developed transformational strategies that will drive continuous performance
improvement across the units.
o Have engaged with team managers to support performance improvement with
clear visible metrics.
o Conducted work-shops for several departments and guided them to establish
balanced scorecards and performance measurement program.
o Defined objectives to meet criteria which as Specific, Measurable, Achievable,
Realistic and Timebound metrics.
o Engaged several stakeholders to drive Performance Improvement Plans.
o Presented quarterly business reviews including financial and non-financial impact
and further plans on continuous improvement.
o Worked on implementing lean projects and disseminating the lean culture across
several departments.
Creativity and Innovation: -
o Initiated & supported strategic development and migration of alternate banking channels like Mobile Banking,
Internet banking and Telephone Banking, SMS Banking and other e-channels.
o Proposed and completed Digital Connect Chat in Mobile App for VIP customers.
o Implemented Voice Bio metric solution for Contact Centre and Mobile Application.
o Worked on identifying, developing and serving PayCard (LVC) customers on remittances product.
o Analysed various manual processes and proposed automation and alternate channel migration.
o Have designed and migrated several manual activities such as Card Activation, Payments, Replacement, Limit change,
limit increase, fund transfers, database update, branch locator and fraud monitoring etc.
o Designed and automated several options in Mobile Banking and Telephone Banking Service for Commercial bank.
o Focus on project outputs to deliver desired results in areas as Customer Satisfaction, Cost Reduction, Channel
Migration, Reduced TAT and Resource Optimization.
o Actively involved in process re-engineering for explicit customer service.
Corporate Earnings Quality :-
o Developed and successfully delivered cross sell of 36 million QAR for 2020.
o Led project on Migration of Paper Statements to E-Statement benefiting an average Cost Save of QAR 949, 000
annually.
o Automation of Travel Plan Update through Telephone Banking saved an approximate Cost Save of QAR 540, 000
annually.
o Introduction of Cards PIN Change through Telephone Banking to eliminate the paper pin cost of approx. QAR 1.7
Million annually.
Roles & Responsibilities:
o Managed Quality Control & Enhancement team responsible for Digital Transformation, Global Delivery and
Enhancement of various Products and Services across Ooredoo.
o Supporting Product Managers and Process Owners to succeed in exceeding their business outcomes by creating
transformational value with end-to-end Telecom Business Process Services support across offerings.
o Creating customer Journeys across various product & services to evaluate Time, Efforts, Cost and Results yielded and
further propose enhancements.
o Transforming and promoting Digital Capabilities across various products and services.
Key Achievements:
o Overall revenue save of 56 million QAR for 2018.
o Migrated 99.99 % customers from Paper Bills to E-Bill saving more than 5.5 MN QAR annually.
o Implemented process to control Top 5 refund categories which in-turn reduced 80% refunds and estimated savings 31
MN QAR annually.
o Migrated Mobile broadband customers to higher tariff since they were obtaining equal service but on lower tariffs that
increased incremental revenue to 18MN QAR annually.
o Initiated WhatsApp Customer Service Channel to increase easy and convenient service and enhance productivity
o Managed a team handling multiple Customer Service channels such as Contact Centre, Social Media, Email and Complaints division.
o Initiated & supported strategic development and promoting alternate banking channels like SMS, Mobile, Telephone,
Internet banking and other e-channels.
o Designed and automated complete Telephone Banking Service for Commercial bank.
o Coordinate and led multiple projects with IT and Vendor to ensure Customer Service delivery.
o Managed contractors and vendors to complete planned projects and deliver products on time.
o Ensured complete coordination with internal and external stakeholders to deliver assigned tasks.
o Ensuring delivery and adherence of (SLA) Service Level Agreement across various parameters of business.
o Tracking operational targets to enhance associate productivity and KPI’s.
o SPOC for several internal and external audits and Operation Risk Management meetings.
o Maintaining repository for status reports, work plans, proposals, change requests, etc.
o Preparing and Presenting Daily, Weekly & Monthly reports and presentations for Regular Business Reviews.
Actively involved on process re-engineering to pioneer the service provided to clients.
o Managing budgeting and forecasting across various states and presenting the same to respective state governments.
o Constantly monitoring PO’s and payments flows across the section.
o Responsible for planning and implementation of process migration across various states.
o Presenting incident reports to internal and external clients.
o Ensuring resolution for all the issues escalated by various means.
o Auditing performance of all the associates by various sampling techniques.
o Ensuring adherence of Service Level Agreement by closely monitoring agents performance.
o Sharing value adds for process improvements.
o Ensuring the conclusion of projects with complete ownership before the deadlines.
o Preparing various reports for regular Business Review Meetings.
o Analyzing staffing requirements based on the historical reports.
o Motivating the team towards the achievement of organizational objectives and goals.
o Ensuring growth of team associates both personally and professionally.
Joined HCL as Customer Support Advisor and got promoted as Mentor/Floor Coach and worked as Acting Team Leader and handled a team of 16 advisors.
o Worked with British Telecommunications (BT) for their Accounts / Order management & Customer Support operations.
o Worked with Various departments like Training, Operations, Email Support, Quality & Work Force Management.
o Undergone Sixsigma Green Belt Project.
o Have completed training for several aspects in terms of Process and client requirements.
Masters in Business Administration - MBA International Business Management