•Facilitated accurate tracking of quality goals by establishing,collecting and reporting monthly quality KPIs.• Maintained quality standards by creating and updating accurate records of corrective action implementation.• Developed quality monitoring. preventing non-compliance losses.• Implements the risk policies and processes (Operational, regulatory,financial, informational, reputational and audit risks.) ensuring thatthese meet regulatory and in internal requirements.• Identified corrective and preventative action for quality issues throughcomplete failure investigations.• Verified completed products against design, quality and safetyspecifications for optimized customer satisfaction.• Adhered to national and international standards for full productcompliance.• Analyzed quality metrics and performed managerial reviews,recommending action plans to close process error gaps.• Improved customer satisfaction ratings by addressing productshortfalls through detailed root-cause analysis.

Guided clients toward improved organisational structures and better solutions for identified problems.• Documented workflow charts,records and job descriptions to guide overall organisational improvements.• Communicated with staff at all organisational levels to assess current systems.• Investigate in customers complaints.• •Build excellent relationships with internal and external customers.• Solving business issues with in policy and procedure.• Highlighted undetected organisational needs to improve businessperformance.• Support all branches and coordinate with other departments.

1. Customer Complaints - Private Preferred & Priority complaints•Generate daily complaints and following the complaints with concern departments.•Following and solving all Private Preferred & Priority complaints.•Closing the complaints within agreed SLA by reviewing /investigating the case and take the action.•Build excellent relationship with all internal & external customers.•reporting daily & weekly and monthly with all complaints status and to be sent to Head Support through email.•Ensure the issue solved with proper way and as per Bank policy and procedure.•Ensure not close the complaint before solving the issue.• Ensure the customer is satisfy with the action after you calling him/ her and raise customer suggestion to Support HeadIf customer not satisfy with Bank action.• Accuracy of taking the action• Ensure using department emails for all communications (sending/receiving ). 2. Tadalal issues /requests • By monitoring, investigating and solving all requests/issues for Priority.• Respond to all requests within same day.• Ensure the action from Ops are done as per Bank policy & procedure once they confirmed.• Provide weekly and monthly report for all Tadalal vouchers contain with all requests received by Support and the status for each request.3. Segments and Changing DAOs /Officer codes.4. Database follow up & update policy & procedure for complaints.•Daliy review of all database such as account opening,sub account,Signature,and ensure timely of all pending.•Follow up and tracking branches stationery issues &requests.•Follow up with branches for account opening.•Assist and support branches to communicate with other branch departments -and solving their problem when needed and work as backup with support team when needed for any special task.

1-Receiving& resolving clients’ complains related to SPAN network for debit card.2-Investigations and Resolutions of SAMA (Customers / Retailers) POS Complaints.3-Processing of SHB (customers / retailers) POS claims internally and on SPAN.

• Creating clearance letters requested by customers through branches. • Monitor accounts to identify outstanding debts.• Process payments and refunds.• Resolving billing and customer credit issues.