Head of Products / Programs Development and Service Excellence (Current Since 2012)
Arab Bank PLC
Total des années d'expérience :26 years, 8 Mois
PROFILE SUMMARY:-
A banking proffesional with a structured and well diversified 18 years of experience across various areas of retail banking with leading banks across Middle East & North Africa in addition to a project based experience in Islamic Banking & Corporate Banking SME.
Core Competencies:-
Products & Programs Development
Electronic / Digital Banking Development
Project management & Training
Cards Management
Channels Management
Digital Payments
Service & Sales Management
Service Excellence
Contact Centers
Career Progression:-
VP, Products & Programs Development and Service Excellence
VP, Head of Service Excellence
VP, Head of Electronic Banking Services & Contact Centers
Regional Executive Manager, Channels Management
Contact Center Management Team
Contact Center Officer
Current Post's Job Description:-
Develop products / banking programs features, fulfillment processes & system requirements with utmost efficiency, in a Customer focused manner and in coordination with various support functions.
Management of existing products & programs e.g. Elite, Arabi Premium, Shabab and management of products covering Lending, Credit Cards, liabilities & bancassurance.
Planning and Completion of the needed preparations for campaigns / promotions and ensure robust management at country level.
Management of Product / Program Development & Service Excellence teams at global level / the function at country level in terms of plan, performance, skills and delivery.
Promote eBanking use through various activities (In coordination with eBanking team) and through programs / products features.
Design and Management of Arab Bank Cards business, products and service features, fuilfilment processes and business operations, relationship with the Cards assosiation and devlopment / running of the Credit Cards & Debit Cards products campaigns.
Responsible for the acheivement of cards P&L and targetted revenues / share of Consumer Banking revenue.
Management of existing / new Bancassurance alliances and Development of Bancassurance products' propositions, delivery processes.
Develop & manage the bank's retention strategy to minimize Customers' attrition through a centralized retention team reporting directly to the Service Excellence function.
Setting up Service Excellence strategies, standards, measurement tools and global / country level business plans. Execution of countries business plan and regularly measure customers' feedback through various service excellence activities covering Branch Visits, Calls monitoring, Product Health Check, Mystery shopping, Voice of CustomerPlus, …etc.
Inception & management of Process Improvement initiatives.
Assess & evaluate performance in each of the standards through a combination of effective measurement tools and preperation / utilization of Service Excellence budget.
Management of the Mystery shopping / delivery channels monitor exercises in terms of scheduling, implementation, sharing of results and the remedial action plans.
Service recovery process & Customer Care.
Development & availability of a controlled & efficient Complaint Management process with direct involvement of country Service excellence units in remedy of escalated complaints in addition to regular review of complaints trends and root cause analysis.
Develop new training ideas / materials to enhance the service knowledge / awareness of staff and regularly direct counseling to frontline staff.