Support and logistic Services Manager
Bank Saudi Fransi
Total years of experience :25 years, 1 Months
Managed National Address Implementation program.
Established new Customer Communication Unit.
Initiated and managing Corporate communication system to revamp all statements and deploy state-
of-the-art technology.
Deployed best in class Documents Management solution.
Created and deployed a Quality Management system for ATM Reconciliations and Claims.
Optimised the processes of of ATM replenishment and reconciliation and overcome the custodians and
reconciliation errors.
Automated and optimised the process of KYC and discrepancies.
Initiated and deployed a mailing solution and reduced the operational cost by over SR 10 million annually.
Managed documents program for centralisation, classification, indexing, barcoding, image scanning and
automation of bank's documents.
Revamped contact centre to become sales oriented.
Integrated digital channels with digital marketing.
Optimised the processes of transactions executed from digital channels.
Managed the revamping of online banking.
Migrated clients to eBanking and achieved 500% growth in online transactions. Initiated and developed cash management solutions.
Achieved satisfactory results with compliance and Audit.
Initiated and deployed Fransikey (Hard-Token, Mobile-Token)
Optimised contact center operational costs and saved SAR 5 million annually.
Built a 360 degree of view of customer relationship with the bank within contact center system.
Deployed intelligent promotion engine in eChannels and increased sales by 25% in BSF products.
Business representative for deploying new core banking system.
Reviewed and reduced front-end and backend transactions processing time and achieved increasing in productivity by 90%.
Participated in deploying training strategy for training ANB staff (1500 staff ) on new core banking system.
Initiated and Implemented latest technology in learning Management System (LMS) for training branches staff.
Managed contact center and ATM business developments. Increased telesales by 40% .
Initiated and deployed fully automated services for IPO, Home and Personal Finance services through contact center.
Increased the service level to 98% and increased the agent productivity by 80%. Reduced walk-in customers for non- cash transactions by 30%.
Reduced claims resolving time by 80%.
Deployed contact center DRC for business continuity. Deployed 360 view of customer's relationship with the bank.
System Administration on corporate products.
Testing, piloting and implementing of new corporate products. Supporting corporate clients.
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