Rami Kaafarani

• Develop inter-functional policies and processes (i.e. processes involving more than one function) in line with standards and other applicable laws and regulations.
• Managing & monitor Contact center daily operations in call quality, customer service standards and client satisfaction
• Managing & monitor daily after sales operations
• Draft and submit system updates or changes in features whereas ensuring regulatory requirements are reflected (Ci-Net & CBK)
• Manage the end user testing process of the system changes and ensure the concerned functions provided their test results and are updated accordingly.
• Head of KFIC Finance Cinet department by managing relationship, monitoring daily reports and as main contact person
• Ensure Implementations of Cinet rules, validations & Data quality
• Prepare KFIC Financing’s projects and plans including schedules, resource allocation, risk assessment, milestones
• Managing Continuous Inspection of All Cases of Consumer and Installment Loans/Financing Facilities Report to CBK
• Prepare & update KFIC FINANCE credit policy & list of fees & commissions within CBK instructions
• Managing the relationship with insurance companies for credit life insurance and comprehensive car insurance policies
• Final approval of retail loans within lending criteria & credit policy
• Assist higher management in any other tasks as required by the business.

Supervise day-to-day operations in the customer service department.
• Develop customer satisfaction goals & coordinate with the team to meet them
• Train & guide customer service agents
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor random calls to improve quality, minimize errors and track operative performance
• Prepare reports for different departments or upper management
• Handle the most complex customer complaints or enquiries
• Create a welcoming and motivating environment for employees
• Monitor the performance of the call center and regularly provide feedback.
• Provide training and orientation for the recruits to provide high-quality customer service.
• Organize shift patterns and the number of staff required to meet demand
• Assure agents having full product knowledge& aware of products updates
• Create & Build professional customer service experience

• Supervise, organize &control activities of the branch
• Responsible for daily bank transactions
• Create &implement daily, monthly &quarterly teams work plans
• Minimizing financial losses encountered during daily operations
• Impact on team performance to meet the Service Quality goals
• Train, guide &monitor staff to follow BOM
• Create Awareness of AML standards & Central Bank regulations
• Drive & lead teams to build customer loyalty
• Assure Punctuality & discipline of branch staff
• Assure accurate Implementation of Policies& Procedure
• Employees training, development & preparing 2
nd line staff
• Inter and intra departmental communication & coordination
• Communicate & solve customer complaints
• Manage branch image &meet Gulf Bank marketing standards
• Follow Risk Management Dep. instructions
• Minimize the number of unsatisfied customers & complaints
• Daily supervision of key GL’s and Suspense accounts
• Respond to Internal and External Audit reports & observations
• Control & Manage large branches
• Excellent results in internal audit & control reports
• Leading Teams to achieve& maintain outstanding customer service
• Monitor staff punctuality, behaviors & attitudes
• Ability to decrease &cleanup branch errors &violations
• Minimizing customer complaints &increase customer satisfaction
• Enhance & improve teams performance & productivity
• Preparing& Creating successful teams work plans

Cash and non cash transactions, customer service, handling branch vault, leading the tellers