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تم إلغاء حظر المستخدم بنجاح
نعمان أحمد, Assistant Manager Compliance

نعمان أحمد

Assistant Manager Compliance·Mashreq Bank

قطر

بكالوريوس, computer science

الخبرة العملية

مجموع سنوات الخبرة: 20 سنوات, 7 أشهر

Assistant Manager Compliance

يناير 2019 - حتى الآن

Mashreq Bank

الدوحة، قطر

يناير 2019 - حتى الآن

مجال الشركة:
المحاسبة
الدور الوظيفي:
البنوك

Learning & Development Manager

ديسمبر 2013 - ديسمبر 2018

Mashreq Bank

الدوحة، قطر

ديسمبر 2013 - ديسمبر 2018

مجال الشركة:
البنوك
الدور الوظيفي:
التدريب والتطوير

Manager Governance

أكتوبر 2013 - ديسمبر 2015

mashreqbank

الدوحة، قطر

أكتوبر 2013 - ديسمبر 2015

Looking after the sales governance of Mashreq, Qatar.

مجال الشركة:
البنوك
الدور الوظيفي:
مراقبة الجودة

Learning Portfolio Manager

ديسمبر 2011 - أكتوبر 2013

Standard Chartered Bank

كراتشي، باكستان

ديسمبر 2011 - أكتوبر 2013

Working as Learning Portfolio Manager for Customer Care.

Training road maps for staff, specially for customer service ( contact centre, front line).

Execution of group programs in terms of learning & development.

Development & Execution of Training programs

Develpoment and Execution of process & policies for Call Centre

Training mainly includes, Orientation, Customer Service, Call Handling, Sales, system & Process.
Also assist in training delivery for Sales staff.

مجال الشركة:
البنوك
الدور الوظيفي:
التدريس والشؤون الأكاديمية

Manager Customer Loyalty

سبتمبر 2007 - أكتوبر 2010

NIB Bank ( Temasek Holding )

غير ذلك

سبتمبر 2007 - أكتوبر 2010

Manager Customer Loyalty: Ensuring the service standard at customer contact points, looking after the portfolio of over 100 branches all over Pakistan.


I. Training & Development:
 Develop training programs and daily lectures based on TNA gathered through quality service reports, spot checks, previous test results and trend reports
 Worked as Trainer
 To contact trainers, trainees and arrangement for logistics
 Conduct trainings, based on products, policies, Service skills

II. Quality Assurance:
 Determining the quality of service provided to the customers at branch level and in market related to product knowledge and services.
 Process and policy designing
 Keeping record of Complaint Management System and branch related issue.
 Frequently conducting quality check in relation to Branch ambiance
 Branch visits, session with staff to find out daily issues and highlighting it to the concerns.
 Conducting marketing surveys to get the direct feedback from the customer then generate the customer satisfaction report and maintaining the KPIs of staff.

III. Marketing:
 Handling all marketing related activities (ATL & BTL).
 Carrying out activities w.r.t. product marketing (business loan, personal loans and VAS).
 Set-up meeting with clients for products penetration.
 Developing and assuring the availability of all marketing related POS material at branch level.
 Implementation of new ideas related to products.
 Assisting in new product development.
 Developing newsletters and other POS material.
 Organizing events, functions and picnics on official levels, with respect to event management.
 Carrying out community/ CSR Activities, with respect to sports, environmental cleaning, educational activities etc.
 Carrying out commercial activities like; dealing with vendors, looking after the printing of all stationery items then their proper distribution as per requirement to the branches through admin.

مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

QA Analyst and Trainer

أكتوبر 2004 - سبتمبر 2007

Mobilink ( Orascom Telecom )

غير ذلك

أكتوبر 2004 - سبتمبر 2007

Quality Assurance Standardization & Training Department South - Quality Assurance Analyst & Trainer - September 2006 to September 2007

QA & Trainings:
 Conducted product, system related and Soft Skills trainings.
 Training, coaching and counseling of Contact Center, internal Quality Assurance team, Back office Teams, Service Centers, Franchises, Club Account Managers in South region comprising of Sindh & Balochistan.
 To make and execute policies related to new and existing products and services to facilitate customers efficiently.
 To analyze Telemarketing surveys and gauge the level of satisfaction in the market and suggest higher management about necessary changes to deliver quality service to the customers.
 To monitor quality of contact center, service centers and franchises through especially designed reports and provide feedback for enhancing efficiency and extracting training needs.
 To look after the smooth implementation of the latest product offerings at Customer Care Division

Quality Assurance Department Contact Center - August 2005 to August 2006
 Devised procedures to streamline the operations
 Conducted Assessment Centers for the internal hiring of CSRs
 Looked after the internal communication of the products and new offerings
 Looked after the in-house training & development of Contact Center Representatives
 Designing Standard Operating Procedures for Contact Center.
 Worked as QA (analyst and evaluator)
 To look after the quality of services of the calls landed at Karachi Contact Center.

Contact Center Karachi (Floor Operations) - to August 2005
 Worked at the Team Coordinator position.
 Worked as Customer Services Representative at front end and backend i.e. Contact Center for 8 months.
 Also assisted and worked with GPRS Team in Karachi.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Iqra University

سبتمبر 2004

سبتمبر 2004

بكالوريوس، computer science

باكستان

Skills

Customer Experience
Expert
Customer Experience
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Training Delivery
Expert
Training Delivery
Expert
Training Analysis
Expert
Training Analysis
Expert
Training
Expert
Training
Expert
Customer Experience
Expert
Customer Experience
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Training Delivery
Expert
Training Delivery
Expert
Training Analysis
Expert
Training Analysis
Expert

اللغات

الانجليزية

متمرّس

الأوردو

متمرّس