Sultan Q Email and Phone Number

Responsibilities:• Managing and reviewing staff KPIs periodically.• Developing alternative channels and initiatives to gain customer satisfaction. • Identi cation of all process and IT related improvement projects.• Handling the cash center and reserve.• Develop business plans, nancial goals and forecasts to meet objectives.• Develop and Implement learning strategies to staff.• Monitoring level of service for call center.• Reduce complain and increase customer satisfaction.Achievements:• Established branches and set KPIs to ensure performance and productivity. • Implemented cash deposit machines and instant debit card issuance.• Increased customer base by 50% in 2014 and 65% in 2015.• End-2-End transformation in the KSA branch operations based in Riyadh.• Reduced waiting time by 80% and increased customers satisfaction by 25%.•Introducedaleanbasedoperatingmodelcovering,performancemanagementand tracking, including root cause problem solving to ingrain permanent culture change.• Transfer knowledge among employees.• Kept call center level of service above 80/20 benchmark by applying multiple phone banking strategies.• Successfully reduced complains by raising the quality of services and applying rst call resolution strategy.

Responsibilities:• Implement SLA to Ensure smooth communication within ANB branches.• Improve procedure process and transformation roadmap for ANB branches. • Evaluate and re-study failed projects and propose alternative solutions.Achievements:• Implemented project of loan within 60 minutes for all ANB branches.• Coordinating between branches management to share knowledge and implement successful experiences among other branches of ANB which increased productivity by 33%.

Responsibilities:• Review staff KPIs periodically and direct them towards goals.• Establish and maintain strong relationships with customers and entities. • Contribute to solving pending problems.• Reduce customers complain and increase customer satisfaction.Achievements:• Successfully lead the project to merge 2 branches in one mega branch.• Success in transforming ALSATIEEN branch to sustain top performance in sales record• Achieved a new sales record in branch sales.• Increase customer satisfaction by eliminating recurring issues.

Responsibilities:• Managing & Reviewing branch operation.• Build and maintain strong relation with upscale customers • Run the daily meeting with explaining bank products.Nov 2006 - Mar 2010 Achievements:• Increase priority customers base by 150%.• Achieved and exceeded nancial targets by 110%.• Successfully passed SAMBA Professional Program (SPP) of 10 months.