Head of Strategic Products
Bank Aljazira
Total years of experience :19 years, 0 Months
- Managing the Digital Transformation & Change Management into all areas of a business
- Define and communicate product plans from conception to launch
- Proactively identify and resolve strategic issues that may impair the team's ability to meet strategic, financial, and technical goals
- Create go to market strategy, and expansion plans for new products and/or features
- Implement processes that both improve quality and speed of the development process
- Build a deep understanding of our users through a data-driven approach including market research, customer interviews, and usage studies
- Identify new opportunities for our products, both in the platform and the market
• Oversee the development and implementation of the merchant acquiring strategy and business plans Implemented digital banking and end-to-end automated services for merchant applications/services
• Establish solid relationships with internal and external stakeholders
• Developing new solutions along with implementing marketing initiatives
• Identify and communicate the KSA market needs to the Executive team
• The role holder will be responsible for progressing both digital and traditional acceptance while working with Acquirers, Payment Service Providers / Payment Facilitators (PSP / PF), Local Strategic Merchants and other stakeholders like vendors, regulators, local switches among others.
• Positioning the bank as the industry leader and thought leader amongst clients, partners and peers.
• Expanding access by driving the increase of Merchant Sales Volume and acquiring revenues. (additional acceptance locations, increased electronic payments usage, and additional processing volume, and Increasing and driving e-commerce adaption
• Deliver the annual acquiring business plan
• Developing non-traditional Digitalized channels (contactless, eCom, Wallets, Mpos)
• Facilitate the coming together of new technology
• Managing both Remittance operations and customer services.
• Manage the Western Union the money transfer services in the network branches (as a project).
• Tracking and analysis of Remittance Business performance and behavior across all remittance sales channels.
• Ensure customer satisfaction end-to-end (Request-fulfillment).
• Monitors daily and monthly metrics on cash receipt.
• Manage Customer Complaint Management System.
• Identifying improvement opportunities, building business cases, and influencing senior leaders to drive changes.
• Ensure all legal, regulatory, audit and Compliance requirements are met.
• Manage the following duties & responsibilities:
- Managing both Customer Services and Contact Center of Tahweel Alrajhi -The
International Remittances Of Alrajhi Bank.
- Develop Customer Service strategy and policy for the bank and review regularly the
processes and procedures to determine best Servicing practices to improve customer
satisfaction and meet corporate objectives.
- Ensure all departments within Customer Service are properly operated, managed and
monitored. Provide and implement appropriate controls and reporting mechanisms to achieve
results.
- Ensure all legal, regulatory, audit and Compliance requirements are met.
- Managing the SMS notification Services for Tahweel Alrajhi.
- Managing the customer satisfaction surveys and the complaint management system.
- Ensure that policies and procedures are in place for all Service areas with Customer-facing
roles
- Manage Customer Complaint Management System.
- Manage training staff to deliver a high standard of customer service.
- Managing the mystery shopping.
- Set and assure adherence to operational standards and marketing requirements to ensure product service delivery standards are met
Manage the following responsibilities:
• Managing Enrollment/Admissions prospective companies.
• Receive and review new Applications/Documents from sales.
• Managing the quality checks and send it to processing unit.
• Update data entry for all processing applications.
• Managing daily MIS and snap shoot performance report to the head Ops Mgr.
• Conduct monthly review for all applications and documents with processing unit
• Managing daily exceptions report to regional sales Mgr.
• Develop the department policy and procedures.
• Generate monthly incentive and process the payment after getting all required approval authorities
• Generate daily, weekly and monthly region performance report for management review.
• Achieved the service level of 98% in the call center within 7 months.
Parts of my job In Call Center:
• Manage the day-to-day Operations of the Call Center.
• Manage Inbound & outbound calls in the Call Center.
• Ensure all business objectives and strategies are in most effective and profitable manner.
• Support any production issue that may arise to ensure smooth operations are running.
• Managing the implementations of investigation process.
• Implemented plans to increase customer satisfaction by speeding up the process.
• Managing the Service Level Agreements.
• Conduct performance feedback and the call center development with other departments.
• Assess impact of technological changes and apply technology to call center operations.
• Support senior manager call center for IT department delivered the call center needs and requirement within agreement time.
• Managing the Customers stratification survey.
• Managing the complains process and see ways to improve it.
• Managing and Reporting Key Performance Indicators.