Total des années d'expérience: 16 Années, 6 Mois
janvier 2020
A À présent
Expert | Operational Oversights & Strategic Partnerships
à Ministry Of Culture - Saudi Arabia
Lieu :
Arabie Saoudite - Riyad
مشروع مجمع الملك سلمان العالمي للغة العربية
https://www.linkedin.com/company/ksgafal/
https://www.linkedin.com/company/ksgafal/
août 2019
A décembre 2020
Program Manager | Institutional Services
à Ministry Of Finance - Saudi Arabia
Lieu :
Arabie Saoudite - Riyad
- Identified and reviewed the governance policies, roles, responsibilities, procedures, and processes.
- Provided project management monitoring and controlling services of the projects from organizational governance,
strategy and project management automation, procedures documentation, and supporting strategy execution.
- Provided project management monitoring and controlling services of the projects from organizational governance,
strategy and project management automation, procedures documentation, and supporting strategy execution.
mai 2019
A août 2019
Customer Experience, Customer Voice Manager
à Arab National Bank
Lieu :
Arabie Saoudite
janvier 2016
A mai 2019
Quality Excellence Manager
à Gulf International Bank
Lieu :
Arabie Saoudite - Province de l'Est
➢ Key Responsibilities
• KSA Subsidiary
• Retail Group Policies
• Procedures & Product Documentation
• Engagement Projects
• Organization Structure
• SLA’s
• Update & Create Job Descriptions
• Complaints Reporting Unit
• Retail & Compliance Coordination
• HR focal point
• Audit Coordinator
• Operational Risk Coordinator...
• KSA Subsidiary
• Retail Group Policies
• Procedures & Product Documentation
• Engagement Projects
• Organization Structure
• SLA’s
• Update & Create Job Descriptions
• Complaints Reporting Unit
• Retail & Compliance Coordination
• HR focal point
• Audit Coordinator
• Operational Risk Coordinator...
janvier 2015
A janvier 2016
Quality Assurance Manager
à Gulf International Bank B.S.C.
Lieu :
Arabie Saoudite - Khobar
• Identify a problem area
• Identify Stakeholders
• Take measures to improve
• Implementation and action
• Post Implementation review
• Analyze the Assessment
QA - Main Productivity
I. Monitor the expansion plan and align it with the bank P&P...
II. Create and update retail banking policies & procedures aligned with all the stockholders.
III. Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments
IV. Preparing Service Level Agreements (SLA) across the whole bank to ensure the timely and effectively delivery of various services.
V. Preparing service quality services set of standards for the bank for key tasks through following and researching on the generally accepted international banking quality standards and amending / updating the existing documentation of the bank regarding these.
VI. Making regular checks (i.e. branch and ATM visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM booths etc.)
VII. Analyzing the existing work flows of basic products and services and reporting the findings (mainly the bottlenecks, useless paperwork, time wastes etc.) to Product Development department.
VIII. Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.. etc
IIV. Update and manage the retail banking policies -sub_policy; group policy and link it to the current procedures
VAT awareness...
• Identify Stakeholders
• Take measures to improve
• Implementation and action
• Post Implementation review
• Analyze the Assessment
QA - Main Productivity
I. Monitor the expansion plan and align it with the bank P&P...
II. Create and update retail banking policies & procedures aligned with all the stockholders.
III. Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments
IV. Preparing Service Level Agreements (SLA) across the whole bank to ensure the timely and effectively delivery of various services.
V. Preparing service quality services set of standards for the bank for key tasks through following and researching on the generally accepted international banking quality standards and amending / updating the existing documentation of the bank regarding these.
VI. Making regular checks (i.e. branch and ATM visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM booths etc.)
VII. Analyzing the existing work flows of basic products and services and reporting the findings (mainly the bottlenecks, useless paperwork, time wastes etc.) to Product Development department.
VIII. Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.. etc
IIV. Update and manage the retail banking policies -sub_policy; group policy and link it to the current procedures
VAT awareness...
août 2013
A décembre 2014
Co-Founder of meem by GIB Retail Banking
à Gulf International Bank
Lieu :
Arabie Saoudite - Khobar
Guide and support the Area Managers with tasks and required internal reporting. Projects & tasks progress track-keeping reporting. Consolidate Area tasks/works to assure punctuality of meeting deadlines. Support Regional Managers with regards to administration and business matters. Reporting and following up on Stores (i.e. Retail Banking Branches) service quality level. Coordinating the Relocation process (RRTF), documentation control and master Plan. Reporting and minting on the following: a. Innovation culture meetings. b. Usual closed issues related to operations. c. Stores readiness assessments. d. Eastern Province (Focus) and pan KSA performance analysis. Project Organizer (MSP Plan setup)....
avril 2012
A juillet 2013
Travel Consultant
à Saudi aramco GTS
Lieu :
Arabie Saoudite - Khobar
Travel agent working with Amadeus and sap system
teamwork helping each other supporting, and always do the RIGHT thing.. and i do it RIGHT
Travel advisor
Travel order
Travel request
amadeus نظام الحجز
International travel
SAP system
• Why customer service is important
• Body language - smiling, sitting, paying attention to customers Scenario
• Punctuality - coming in on time, not leaving job post, not talking to other employees and ignoring customers
• Discussing issues with management
• Importance of taking pride in your work and doing a good job
• Complaints and gratitude
• Dealing with difficult people Scenario
• How to answer phones and deal with customers on the phone Scenario
• Having Empathy for customers
• Responding to customers emails on time
• Different cultures and their expectations
• Ethical issues - conflicts of interest and other business ethics issues like:
o Favoritism in the quality of services delivered (faster services, better tickets, more room seat)
o Dishonest to customers (lying about availability of the tickets and offering to their friends)
teamwork helping each other supporting, and always do the RIGHT thing.. and i do it RIGHT
Travel advisor
Travel order
Travel request
amadeus نظام الحجز
International travel
SAP system
• Why customer service is important
• Body language - smiling, sitting, paying attention to customers Scenario
• Punctuality - coming in on time, not leaving job post, not talking to other employees and ignoring customers
• Discussing issues with management
• Importance of taking pride in your work and doing a good job
• Complaints and gratitude
• Dealing with difficult people Scenario
• How to answer phones and deal with customers on the phone Scenario
• Having Empathy for customers
• Responding to customers emails on time
• Different cultures and their expectations
• Ethical issues - conflicts of interest and other business ethics issues like:
o Favoritism in the quality of services delivered (faster services, better tickets, more room seat)
o Dishonest to customers (lying about availability of the tickets and offering to their friends)
juillet 2011
A avril 2012
Travel Consultant
à Al Tayyar Travel Group
Lieu :
Arabie Saoudite - Khobar
- Sales representative & travel advisory.
- Travel orders & request.
- Ticking International traveling.
- SAP system..
Galileo - Amadeus ..
Sales - Travel advisor - Travel order - Travel request - International travel..
Galileo -Amadeus
- Travel orders & request.
- Ticking International traveling.
- SAP system..
Galileo - Amadeus ..
Sales - Travel advisor - Travel order - Travel request - International travel..
Galileo -Amadeus
février 2007
A mars 2009
Events Coordinator
à alazizyah privet school
Lieu :
Arabie Saoudite - Khobar
اعداد الخطط المدرسيه لعام دراسي كامل
اعداد الانشطه المدرسيه و الخطط المسبقه لعام دراسي كامل
اعداد خطط اخلاء المباني و دروس للحمايه و مكافحه الحرائق
متابعة مريبات الفصول و اعداد الانشطه الثقافيه الهادفه
اعداد برامج توعيه للطلبه و تنفيذها مع الكادر التعليمي
متابعه البرامج الموصاة من قبل وزارة التربيه و التعليم و تنفيذها حسب الخطه
فهرسة الاعمال واعداد التقارير و وفزر الايجابيات والسلبيات لتفادي الخطاء في العام المقبل ..
اعداد الانشطه المدرسيه و الخطط المسبقه لعام دراسي كامل
اعداد خطط اخلاء المباني و دروس للحمايه و مكافحه الحرائق
متابعة مريبات الفصول و اعداد الانشطه الثقافيه الهادفه
اعداد برامج توعيه للطلبه و تنفيذها مع الكادر التعليمي
متابعه البرامج الموصاة من قبل وزارة التربيه و التعليم و تنفيذها حسب الخطه
فهرسة الاعمال واعداد التقارير و وفزر الايجابيات والسلبيات لتفادي الخطاء في العام المقبل ..
mai 2008
A juillet 2008
Trainer
à ommamah institution
Lieu :
Arabie Saoudite - Khobar
Voluntary work
février 2007
A mai 2007
Assistant
à Scitech
Lieu :
Arabie Saoudite - Khobar
Voluntary work is intended to serve the community
قمت بالتطوع بمساعدة الاداريات في برنامج الثقافي للاطفال
العمل تطوعي بدون اي مقابل مادي لمدة ثلاثة شهور
قمت بالتطوع بمساعدة الاداريات في برنامج الثقافي للاطفال
العمل تطوعي بدون اي مقابل مادي لمدة ثلاثة شهور
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