Senior Manager Operations
MetLife AIG ANB
Total years of experience :18 years, 0 Months
Head of Operations Department for Life, Medical and Motor Insurance, part of senior management, reporting to COO, responsibilities include:
- Ensure effective operations being carried out by the company
- Department oversight and management
- Key project management (New Line of Business Implementation - VUL)
- End to end policy issue and maintenance
- Regulatory dealings
- Team mentoring, training and evaluation
- Relationship maintenance with key stakeholders (executive management, broker, vendors,
client, other departments)
Head of Customer Care, reporting to the CEO, part of senior management and leadership team. Responsibilities include:
- Create the department from scratch
- Build policies and procedures, including KPIs and KRIs
- Implementation of key systems for the department, including call center, complaint management and work flow systems
- Department oversight and management
- System Implementation (Call Center, workflow, complaint management)
- Client satisfaction surveys including implementation of Net Promoter Score (NPS) as required by regulator,
- Establishment of complain management unit
- Implementation of solutions to problems related to clients for and customer care enhancements with coordination of operations department
- Ensure all complaint handling stages are followed
- Report on issues, solutions, actions taken and needed monitoring
Memberships and Representations:
- Chairperson of Complaint Review Committee
- Member of VUL Committee
- Member of Executive Management Committee
Worked in Operations Department, reporting to COO, performing tasks related to operations, administration and board secretary. Responsibilities include:
- Support COO in various operations related tasks
- Support in system handling and policy maintenance
- Relationship maintenance with key stakeholders
- Produce various reports to management
- Manage admin team
- Maintain operating expense ratio within budget and report on variances
- Establish full system to manage and control admin activities
- Handle preparation for BOD, committee and general assembly meetings, including agenda, minutes and resolutions
- Connect with regulatory and other governmental bodies as necessary, including SAMA, CCHI, CMA, Tadawul and other governmental bodies.
Worked in Wealth Management department, reporting to the head of department, responsibilities include:
- Daily reporting related to market share, top clients, cash flows and fund activities
- Monitoring report for margin trading facilities
- Monthly performance reporting including market comparatives
- Segmental reporting
- Annual budget reporting, including target setting for each unit heads to set and monitor achievements and performance
- Member of project team for FATCA
- Ad-hoc reports on demand
Worked in Customer Care and Business Quality Department, responsibilities include:
- UAT for all new functions in internet trading applications using test script method
- Maintain relationship with the key stakeholders to resolve issues (ITD, service vendor, management, clients)
- Monthly statistical reports on complaints and suggestions
- Member of project team for price dissemination software
- Key member of project to spin off the unit into a separate entity
- Client support through toll free and emails
Masters of Business Administration with majors in Management
Bachelor Degree in Computer Science, King Saud University, Riyadh, KSA, 2000-2005