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Khaled Ramadan, Advisor to Director General

Khaled Ramadan

Advisor to Director General·Saudia Airlines

Saudi Arabia

Bachelor's degree, Industrial Management

Work experience

Total years of experience: 29 years, 8 months

Advisor to Director General

February 2023 - September 2024

Saudia Airlines

Jeddah, Saudi Arabia

February 2023 - September 2024

Worked as an Advisor to Director General of Saudi Airlines Group in the areas of Customer Experience and Digital Transformation.
Company industry:
Airlines
Job role:
Logistics and Transportation

Consulting Leader

June 2021 - January 2023

3DVision Consulting

Riyadh, Saudi Arabia

June 2021 - January 2023

Co-Founder and Consulting Leader in the areas of Customer Experience, Digital Transformation and Contract Centers.
Company industry:
Business Consultancy Services
Job role:
Consulting

VP - Alternative Delivery Channels & Digital Banking

April 2011 - April 2021

Bank Aljazira

Riyadh, Saudi Arabia

April 2011 - April 2021

* Lead and inspire the Digital Banking Transformation process to develop a Digital Customer
Experience across all customer touch points in line with the corporate strategy.
* Represent Bank Aljazira at the FintechSaudi Community; heavily involved in the Fintech
Meetups, Workshops and Innovation Competitions.
* Overall management of non-conventional customer interactions including Online Banking
Services (Internet Banking, Mobile Banking, SMS Banking, Web Sites), Phone Banking Services
(Call Center, IVR, Customer Care and Telesales) and ATM Network & Cash Centers.
* Develop and monitor the strategy, budgets, objectives and KPIs.
* Cross functional involvement in Branches, Segmentation, Products, Cards, Customer Experience,
Sales, Remittance and Digitalization & Automation.
* Initiate, monitor and implement major projects including New Contact Center, Ticket
Management System, New Internet & Mobile Banking, New Web Site and New ATM Switch.
* Strong knowledge of Islamic Banking concepts and products
Company industry:
Banking
Job role:
Banking

AGM - Alternative Delivery Channels

April 2009 - April 2011

Masraf Al Rayan

Doha, Qatar

April 2009 - April 2011

Develop and maintain a consolidated overall strategy and implementation for the Alternative
Delivery Channels including Call Center, ATM, Internet Banking, SMS, Mobile Banking and
Direct Sales.
* Position the Alternative Delivery Channels as Convenient, Reliable & Secure means of Banking.
* Adopt the "Trio" methodology to deliver the right products to the right customer segments through
the right delivery channels in order to improve Customer vs. Product ratio through dedicated
relationship building and sales activities.
* Migrate low-value and routine transactions from Branches to Alternative Delivery Channels.
* Build, review and maintain full-cycle process-flows, efficient operational procedures and well-
structured service level agreements.
* Develop the highest Quality standards, Key Performance Indicators, Controls & MIS.
* Manpower management and career development of Alternative Delivery Channels staff.
* Assigned as Acting Head of Retail Branches.
* Heavily involved in the Retail Product Development process including Retail Credit Policy.
* Member of Masraf Al Rayan Management, Recruitment, HR & Compensation Committees.
* Setup the “Money Transfer” business with WESTERN UNION.
Company industry:
Banking
Job role:
Banking

AGM - Head of Alternative Delivery Channels

January 2007 - April 2009

Arab National Bank

Riyadh, Saudi Arabia

January 2007 - April 2009

Develop, review and maintain a consolidated overall strategy for the Alternate Delivery Channels including Call Center, ATM, Telesales and Internet Banking.
 Build a scalable and reliable technical infrastructure to ensure maximum channels’ availability and reliability.
 Build, review and maintain full-cycle process-flows, efficient operational procedures and well-structured service level agreements.
 Create the necessary Quality standards, KPIs along with the relevant controls and check points.
Company industry:
Banking
Job role:
Banking

Business Development Manager

July 2006 - January 2007

Arab National Bank

Saudi Arabia

July 2006 - January 2007

www.anb.com.sa
* Develop, review and maintain a consolidated overall strategy for the Alternate DeliveryChannels
including Call Center, ATM, Telesales and Internet Banking.
* Build a scalable and reliable technical infrastructure to ensure maximum channels’ availabilityand
reliability.
* Build, review and maintain full-cycle process-flows, efficient operational procedures and well-
structured service level agreements.
* Create the necessary Quality standards, KPIs along with the relevant controls and check points.
Company industry:
Banking
Job role:
Management

Quality Manager

July 2004 - July 2006

Arab National Bank

Saudi Arabia

July 2004 - July 2006

www.anb.com.sa
* Plan, develop and manage Phone Banking Business Development initiatives. Identify
opportunities and implement a business development strategy for Phone Banking.
* Develop and establish criteria for regular review of quality standards and KPIs.
* Ensure the existence of necessary relevant operational and internal procedures in line with ANB’s
policies. Ensure full adherence to Phone Banking procedures and ANB’s policies & regulations.
* Ensure the setup, monitoring and review of SLAs with other business units.
* Participate in Budget and capacity planning.
* Participate in the design, testing & implementation of PB projects including preparing business
cases and proposals.
* Prepare and coordinate researches/surveys to measure customer satisfaction and service quality.
* HR development, coaching and staff guidance. Identify staff training needs and recommend staff
training plan.
Company industry:
Banking
Job role:
Quality Control

Operations Manager

July 2003 - June 2004

Arab National Bank

Saudi Arabia

July 2003 - June 2004

www.anb.com.sa
* Manage the daily operations of the Phone Banking department.
* Ensure the delivery of superior and consistent customer service.
* Ensure the availability of Phone Banking services and relevant systems.
* Ensure full adherence to Phone Banking procedures and ANB’s policies regulations.
* Prepare workload forecast, capacity planning and staff schedules.
* Design, develop and review Phone Banking operational procedures in line with ANB policies.
* Identify staff training needs and prepare staff training plan.
* Review and analyze Phone Banking statistics and take necessary actions to improve service
quality and system availability against service standards (KPIs)
* Setup, monitor and review SLAs with other departments within ANB
* Review IVR call flow and recommend necessary changes
* Conduct sample listening to customer calls.
* Participate in the design, testing & implementation of PB systems.
Company industry:
Banking
Job role:
Management

Call Center/CRM Consultant

May 2001 - June 2003

NEWTEK Solutions

Riyadh, Saudi Arabia

I found this job using Bayt.com

May 2001 - June 2003

www.newtekc.com
* Major assignment was to RiyadBank, Saudi Arabia as a “Call Center Senior Advisor” to help set
up their national call center using Siebel & CISCO components.
* Help NEWTEK clients to set-up and implement new call centers or re-structure existing call
centers.
* Present recommendations on Call Center infrastructure, design, recruitment and training.
* Prepare proposals and conduct pre-sales activities.
Company industry:
Business Consultancy Services
Job role:
Consulting

Call Center Manager

September 2000 - April 2001

iHilal.com

Dubai, United Arab Emirates

September 2000 - April 2001

Participated in the planning, design, testing, implementation and recruitment stages in coordination with ACCENTURE who were acting as project managers.
 Manage the day-to-day operations of the contact center.
 Establish a “Service Excellence” culture and enhance customer satisfaction levels.
 Direct, Support, coach, motivate and develop the contact center staff.
 Identify the contact center technical needs and future developments.
 Monitor customer trends and provide management information.
 Develop, document and review the contact center related business processes.
Company industry:
Islamic Banking
Job role:
Customer Service and Call Center

Officer-in-Charge Customer Service

February 2000 - August 2000

HSBC Bank Middle East

Sharjah, United Arab Emirates

February 2000 - August 2000

Ensure that a consistent high level of customer service and satisfaction is maintained.
* Ensure compliance with internal audit requirements and local regulations.
* Monitor and review all front-line staff sales activities.
* Handle customer complaints and escalated situations.
* Encourage efficient communication amongst all staff levels.
* Identify and address staff training and development needs.
* Practice all supervisory functions such as coaching, counselling and appraisals.
* Verify all account opening and credit facilities applications.
Company industry:
Banking
Job role:
Customer Service and Call Center

Call Center Staff Officer

October 1997 - February 2000

HSBC Bank Middle East

Dubai, United Arab Emirates

October 1997 - February 2000

www.hsbc.co.ae/
* Participated in the planning, design, recruitment, testing and implementation stages.
* Performed all supervisory functions such as coaching, monitoring, appraisals...etc.
* Conducted several Customer Service and Communication Skills training sessions.
* Handled all related shifts and leave schedules.
* Ensured ultimate customer service and satisfaction.
Company industry:
Banking
Job role:
Customer Service and Call Center

Customer Service Officer

January 1995 - October 1997

TD Bank

Canada

January 1995 - October 1997

www.tdcanadatrust.com
* Handled all customer related enquiries, transactions, complaints and suggestions to provide proper
solutions, ensure customer satisfaction and escalate feedback.
* Performed on-line credit evaluation for credit cards and overdraft telephone applications.
* Opened new accounts and investment deposits.
* Promoted products and services of the bank.
Company industry:
Banking
Job role:
Customer Service and Call Center

Education

College of Commerce - Kuwait University

January 1988

January 1988

Bachelor's degree, Industrial Management

Kuwait

GPA (rating): Very good

GPA (rating): Very good

Member of Students' Council

Skills

Management Consulting

Expert

DIGITAL TRANSFORMATION

Expert

Strategic Planning

Expert

Transformation

Expert

Customer Experience

Expert

Retail Banking

Expert

ATM

Expert

Contact Center

Expert

Service Delivery

Expert

QUALITY

Expert

RECRUITING

Expert

Retail Banking

Expert

SALES

Expert

Strategic Planning

Expert

Customer Experience

Expert

Digital Transformation

Expert

Project Management

Expert

Digital Banking

Expert

Innovation Management

Expert

Management Consulting

Expert

DIGITAL TRANSFORMATION

Expert

Transformation

Expert

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
Certified Digital Transformation Manager
May 2021
Certified Innovation Professional (CIP)
Mar 2021
Professional CRM (P.CRM)
Jan 2002
Certified Call Center Manager (CCCM)
Jan 2003
Project Management Professional (PMP)
Jan 2005

Hobbies and interests

Watching Liverpool, BBQs