VP - Alternative Delivery Channels & Digital Banking
Bank Aljazira
Total years of experience :29 years, 4 Months
* 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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Member of Students' Council