Abeer M. Alakel Email & Phone Number

Saudi Arabia

Alula

Saudi Arabia

Riyadh

Riyadh

• Establish automated reporting procedure to measure productivity across Service Delivery • Monitor the SLA process to ensure that participating teams are meeting targets.• Maintain a pro-active view of Service Delivery capacity by trending against productivity and quality statistics• Preparation and analyzing the Annual Operating Plan (AOP) and maintain the Service Delivery cost within agreed AOP• Plan and manage resources within SVD (SABB and Outsource) to ensure optimal utilization from both performance and cost prospective• Automation and re-engineering of process across SABB• Generate a wide variety of reports, including "ad hoc" and "interval" reportsProductivity Management Officer (Oct 10 to May 11)Duties & Responsibilities• Automation and re-engineering of process across Service Delivery units• Generate a wide variety of reports, including "ad hoc" and "interval" reports• Produce user friendly monitoring reports to reflect the current productivity of individual and units• Build a historical database for Service Delivery• Preparation of the Capacity Plans for Contact Center• Analyzing the HMI reports across Service Delivery• Participate in the preparation of the Annual Operating Plan (AOP)

- Support the Direct Banking Team, by providing user-friendly information and statistics of all Channels to make decisions more effectively.- Standardize, Automate, Enhance and Disseminate ad-hoc reports and routine MIS - Enhancement of Data Quality.- Support external returns, by providing user-friendly information upon request .- MI Report generation and maintenance on daily/weekly/monthly/yearly basis ensuring external deadlines are met and internal reports are produced.- To ensure MIS service level agreements are set and reviewed annually.- Review/write documentation such as MIS procedure and MIS directory.- Ensure data is archived and securely stored.- Review the HMI reports for Direct Banking on monthly basis.- Review and submit HFR reports on monthly basis.- Interact and coordinate with internal stakeholders including, PFS MIS, FCD MIS, FCD Team, IT, Corporate Communication and Marketing Team.- Participate in the annual dept. MKT plan.- To take responsibility for originating and planning dept. campaigns in conjunction with Marketing Team.- Manage the production of marketing materials, including SMS, Newscast, letters, leaflet and circular.- To update and review dept. Leaflet quarterly.- Evaluating marketing activities conducted by providing analytic reports.- To update and review dept. pages on both Website and Intranet on daily/weekly/monthly/yearly basis- Train and manage a team of analyst supporting the MIS and ensure that appropriate quality standards are met- Appraise and review staff performance and assess training and development needs.- Interview applicants for opening vacancy within MIS & Marketing- Perform any other duties as may be reasonably requested by the management

- Develop the Agent file (content and visual design)- Ensure that all training materials and Agent file are up to date.- Provide training for the users on using the file.- Liaises with SABB departments to collect infixes such as new products, procedures and new circulars.- Manage all tanning activities and requirements.- Coordinate with DBK teams to ensure all training needs are identified and addresses reach a satisfactory.- Coordinate with training department for any new training.- Play a proactive role in moral building and Agent development.

- Provide the first level of support on daily basis by handling clients’ issues and problems in the best way possible. - Analyzing and handling operation exceptions. - Act upon failures in the best way possible.- Submitting daily and weekly reports of all clients to the Business Services manager.

Program For Leadership Development -Pld, Leadership

B.S., Computer And Information Sciences