Head of Market Research Department
Bank Audi sae
Total years of experience :24 years, 8 Months
Being Head of Market Research Department, my main responsibilities are to assess and fulfill the real banking product and service requirements of its various types of customers. Similarly, for planning purposes, I am also responsible to assess Bank Audi product and service performance in relation to its market and competition peers.
My focal point is to monitor the market place and to support the Lines of Business (Large corporate, SME, Retail, Islamic, GTS, and Affluent departments) with specialized, reliable, and up to date information. This is usually done through designing our own and independently contracted surveys and developing effective research methodologies and techniques to provide the required level of market intelligence.
Being in charge of the Quality Assurance Department, my responsability is to review all Bank Audi received claims from different channels (direct mail, e-mails, phone calls, etc …), and provide the adequate solution to secure a highly satisfied client.
The above required a set of corrective actions, which will be adopted by the global branch network. In addition to setting up and circulating preventive actions based.
The second main responsability is to monitor the Quality Servive provided at the branch level by two different methodologies : A- Face to face assesment inside the branches based on the Bank previously set score card and B- by conducting a Mystery Shopper survey in coordination with a third party research agency and benchmarking our results by the peer competitor banks in egypt.
In charge of BLF Commercial Communication in Lebanon and Bank Al-Sharq in Syria (BLF group affiliate):
• Define and draw the adequate communication strategy (ATL, BTL, Internal, etc…) and develop the product or service positioning.
• Manage the task distribution of projects between different units: Copyrighting, Creation and Production, Internal Communication and Web Developing.
Managed the Marketing Research studies for the bank:
• Mystery Shopping: An in-house on-going program that monitors the bank employee’s performance.
• Awareness Tracker: Monitor the bank image, Ad effectiveness and benchmark with main market players.
• Customer Satisfaction: Measure the customer satisfaction and loyalty level.
• Consumer Behavior study in Damascus - Syria
• Mystery Shopping market study in Damascus - Syria
• Branch location analysis in the southern suburbs area of Beirut.
Developed the Customer Service unit inside the communication division; By setting up the e-mail Help Desk service and handling the incoming customer claims.
Member of the assigned team for the Bank Fast Track projects: Development of the Call Center Service and “Agence Modèle” Project.
Handled the “Customer Satisfaction” and “Mystery Shopping” research studies at IPSOS Marketing Research Agency for the Middle East and North Africa area.
In charge of the client servicing: handled external clients, take the research brief, prepare the research proposal, design the questionnaire, analyze the outcome of the research and define the required action plan.
Also in charge of conducting the stand up presentation for our client.
• Defined objectives and methodology of each marketing research study
• Wrote proposals and questionnaires
• Provided training to fieldworkers and handled the analysis and reporting
• Designed and updated the information of the company’s several publications
• Support task in the company PR event.
Qualitative research and Focus Group: Used to moderate a discussion group of 8 to 10 persons.
Working as team Inside the Quantitative Department in charge of Data Processing Phase: Data cleaning, editing and coding and Tabulation of the project collected data.
