Khaled Arafat

• Develop and drive the organizations business strategy, including scenario planning,
strategy documentation, and alignment with group objectives.
• Design operating models and service frameworks that align with strategic goals and
customer needs.
• Set customer, business, and financial performance targets in collaboration with senior
leadership.
• Lead initiatives to enhance operational capabilities, delivering measurable improvements
in service delivery and business efficiency.
• Implement mechanisms to assess and monitor progress against strategic goals, ensuring
timely adjustments.
• Create a culture of continuous improvement and knowledge sharing through
benchmarking and best practices.
• Develop and execute a comprehensive digital transformation strategy to modernize
operations, enhance customer experience, and drive innovation.
• Identify and deploy digital tools and technologies to optimize processes, improve data
driven decision-making, and enable scalability.
• Collaborate with IT and business units to ensure the seamless integration of digital
initiatives across the organization.
• Build strong relationships with internal and external stakeholders to align strategies and
gain buy-in for transformation programs.
• Act as a trusted advisor and change agent, guiding teams through complex transitions.
• Facilitate the adoption of new processes and technologies, ensuring smooth transitions
with minimal disruption to operations.
• Promote alignment with local and group-level guidelines across business and operational
units.
• Motivate and lead a team of IT support professionals to provide technical assistance to
internal users.
• Collaborated with business stakeholders to identify and resolve IT-related challenges.
• Implement IT solutions to enhance operational efficiency and data security.
• Ensure adherence to data security regulations and compliance standards.

• Managed a team of operations professionals, overseeing customer service, call center
operations, complaints handling, IT applications support, and project management.
• Developed and implemented efficient processes and procedures to streamline
operations and ensure adherence to service level agreements (SLAs).
• Develop and optimize processes for pre-underwritten products.
• Implement fast track processes for appropriate products.
• Prepared insightful monthly, quarterly, and annual reports and dashboards to support
informed decision-making by the CEO.
• Cultivated a strong client and broker focus, ensuring exceptional service and support.
• Implemented robust quality control and quality assurance measures throughout all
operational areas.
• Fulfill responsibilities as Anti-Money Laundering (AML) officer, ensuring compliance with
company and regulatory rules and submitting regular reports to regulatory authorities.
• Provided in-job training to empower team members and enhance their skillsets.
• Successfully managed company projects, setting plans, timelines, budgets, and ensuring
timely completion.
• Led a team of IT support professionals to provide technical assistance to internal users.
• Implemented IT solutions to enhance operational efficiency and data security.
• Collaborated with business stakeholders to identify and resolve IT-related challenges.
• Ensured adherence to data security regulations and compliance standards.

• Led a team responsible for a wide range of operations, including call center, data processing, front desk, filing, direct marketing, bancassurance, and complaint handling.
• Provided dual reporting to the Country Manager and CPS Regional Head.
• Championed project management initiatives, including planning, budgeting, and overseeing projects to completion.