Continuous Improvement Manager ( Acting )
مصرف الراجحي
Total years of experience :18 years, 5 Months
Managing measurement and analysis team, which responsible of :
- Identifying failure in process or system causing complaints or poor experience to be resolve
- Running performance reports in regular basis .
Managing Complaint Handling Optimization project
Managing Risk Self Assessment Project
CRM business administrator
Key stakeholder in VOC implementation project
Member of CS committee which contribute in :
- Design training plan for CS staff
- Service design for new products or services
- Service Transformation project that managed by Branch Network
- To ensure that a consistently high level of Customer Service is maintained and thus contributing positively to the image of the Bank.
- To maintain and enhance operational standards and efficiency of Client care
- Member of re-processing committee .
- To coordinate and assist business to develop planning and manage customer analysis.
- Prepare and present performance reports for entire products in monthly basis .
Supervising all complaints and requests relating to corporate customers.
Coordinating with the Bank branches relating to corporate customers.
Scrutiny all reports relating to corporate customers.
Weekly Reporting to the middle management relating to complaints.
Maintain efficiency within targets by delivering utmost customer satisfaction
Maximum Closure of Customer requests and complaints within TAT.
- Handling Customer Complaints or any crisis
- Communicating courteously with customers by telephone, email and face to face.
Providing help and advice to customers using organization products & services by telephone
Grade : 4 of 5