Manager, Specials Projects
The Commercial Bank of Qatar
Total des années d'expérience :8 years, 8 Mois
Reported into the Group COO.
Core responsibilities were split tri-dimensionally into local CBQ Operations Governance of 9 divisions, local Qatar and UAE outsourcing governance, and Regional Integration of Alliance Banks across Qatar, Oman, UAE and Turkey.
Local CBQ Banking Operations governance across Operational Performance, IT, Operations, Contact Centre, Trade Services, Physical Security, Corporate Real Estate, Cash Services and Service Quality:
Managed a 5-person team in Operational Performance and Policies & Procedures
Managed manpower planning, recruitment and performance
Managed stakeholder communications to the Regulator, Board, Executive Committees and employees
Developed SBU strategic business plan and drove its execution
Managed Operational Performance, monitoring, reporting and identifying areas for service uplifts
Managed Cost Performance on budget planning, cost utilization, and tracking cost savings initiatives
Managed Operational Risk and Audit reports, tasked with identification, tracking and closure
Outsourcing Governance of CBQ and UAB:
Managed Contractual Governance with strategic outsourcing partner, Tata Consultancy Services
Held the role of Secretariat of both TCS-CBQ and TCS-CBQ-UAE executive committees
Managed onshore and offshore employee communications and engagement
Managed stakeholder communications
Regional Integration program management:
Led Governance and Program reporting of Alliance Banks
Integration of common platforms, cross-border transactions and alignment of Policies and Procedures
Managed Executive offsite and strategic roadmap planning
Drove process efficiency and customer innovation programs
Office of Group CEO, reporting into Group CEO
Managed CEO-sponsored corporate strategy realignment program, created new lines of business and restructured performance management:
Managed preparation of the Bank’s Strategic Annual Business review with McKinsey & Co.
Managed communications for Board and Executive Committees
Managed Governance of strategic 5-year roadmap with McKinsey & Co, Towers Watson and K3
Managed Board-led transformation program realigning strategic focus
Program Lead to Retail Banking & Wholesale Banking, Corporate Communications and Risk
Created new business lines, Private Banking in Retail and Government and Public Sector in Wholesale
Launched new Performance management framework and Change management workshop with Towers Watson
Retail Banking, Branch Operations and Change Management
Managed Strategic partnerships and program execution of Vodafone and Qatar Cool initiatives
Initiated and managed Customer Experience program: Introduced Staff Grooming Standards and Uniforms, Special Needs counters and training, integrated Queue Management and CRM, developed framework of the customer complaints system and implemented roll-out of Vodafone Direct Debit
Planned and launched 7 branches, and conducted bank-wide branch process audits
Managed Advertising and Merchandising budget, media plan and advertising agencies relationship
Responsible for alignment of Corporate Identity and Brand
Revamped the Market Research strategy by introducing Daily Competitive Analysis and Customer Retention study, and segment analysis.
MBA, specializing in Customer Focused Strategy.