Khaled Saifulla Email and Phone Number
Solution-Oriented and Operations Management professional with 8+ years of experience in bKash, the leading payment & financial services company in Bangladesh. Have strong influential skills to manage stakeholders & cross-functional teams to ensure service excellence.Area of Expertise: • Dispute Management • Policy & Process Development.• Operational Risk Management.• Service Automation & Simplification.• Issue Resolutions & Settlement. • VoC & Insights Analysis.
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Assistant Manager | Complaint ManagementBkash Limited Oct 2022 - PresentDhaka, Bangladesh- Collaborate with internal & external stakeholders to ensure MFS operations.- Design business processes and consult with cross-functional teams to help scale operations.- Conduct Risk Assessments, scrutinize financial crimes, and monitor suspicious cases.- Supervise the refund process and prepare MEMO & NFA.- Develop and implement the operational framework to maintain service accuracy.- Support the operational teams, by providing necessary analysis and investigation reports.- Dispute management & ensuring the resolution within SLA. -
Senior Officer | Complaint ManagementBkash Limited May 2019 - Sep 2022Mohakhali, Dhaka- Managed internal & external process improvements and process documentation.- Scrutinize financial crimes and investigate fraudulent activities- Facilitated issue resolution between bKash and MNOs & Payment partners. - Managed new product/service readiness with the user journey and necessary communications. - Initiated project and system integration to solve the problem in First Call Resolution.- Evaluated customer feedback and analysis insights to improve operational effectiveness.
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Officer | Business Support | Service OperationsBkash Limited Jun 2015 - Apr 2019Dhaka- Supervised channel partners’ executions and ensured operational support.- Maintained the mobile account registration process and ensured KYC compliance. - Assisted with customer inquiries and provide resolutions within the SLA- Monitored complaints data and identify potential trends & customer issues. - Identified the dispute of financial transactions and arranged the settlement process.
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ApprenticeGrameenphone Ltd Oct 2014 - May 2015Distribution & Retail Sales Department
Khaled Saifulla Education Details
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Economics -
Technology & Businesses Management -
Financial Technology -
National University Of BangladeshEconomics
Frequently Asked Questions about Khaled Saifulla
What company does Khaled Saifulla work for?
Khaled Saifulla works for Bkash Limited
What is Khaled Saifulla's role at the current company?
Khaled Saifulla's current role is bKash | Crafting Solutions for Operational Efficiency | Expert in Case Analysis & Escalation Management.
What schools did Khaled Saifulla attend?
Khaled Saifulla attended Jahangirnagar University, Institute Of Business Administration, University Of Dhaka, The Fletcher School At Tufts University, National University Of Bangladesh.
Who are Khaled Saifulla's colleagues?
Khaled Saifulla's colleagues are Ashiqur Rahman, Mahbubur Rahman, Jayanta Sorker, Firoj Al Mamun, Rezaur Rahman Deepto, Munsur Khan, Shehab Hassan.
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