Experience

• 

  Ooredoo Kuwait

  • Kuwait
  • Telecommunications
  • 700 & Above Employee

  • Director, Commercial Operations

    • Jun 2023 - Present

    Handling entire Commercial operations, pre, present and post transaction in an agile, within the guidelines and principle of the Ooredoo to deliver an easy and superlative customer experience.

  • Director, Sales Operations and Support

    • Dec 2021 - Jun 2023

    Support the entire consumer business in their pre, present and post transaction in an agile, within the guidelines and principle of the Ooredoo to deliver an easy and superlative customer experience.Key accountabilities:- Technical Support: To extent consequential & inconsequential support across all the technical aspects supporting the business to fulfill the transactions across all sales channels- System Support: Management of overall system related functions, from business testing of products to changes in system interface. And extending the knowhow across the sales channels.- Planning & Designing: Work closely with the Marketing & IT teams to create easily communicated training bilingual materials and communication releases over all communication channels.- Inventory Management: Ensure adequate supply of all products to function smoothly.- Channel Premises: to own the retail programme from maintance of existing store to expansion with in the commercial guidelines.- Quality Assessment: assess customer experience and quality of service/sales across sales channels using deferent forms.- Coaching: Ensure that the team is Preparing new sales representatives by conducting orientation (Induction) to sales process/systems/manuals; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-along with senior representatives.- Reporting: Apply the quality controls mechanism for quality of sales.

• 

  Warba Bank

  • Kuwait
  • Banking
  • 700 & Above Employee

  • Executive Manager Retail Quality Assurance

    • Nov 2019 - Dec 2021

    • Ensure Compliance of applied policies, procedures and internal circulars of the bank provided and the requirements of Central bank of Kuwait, The internal/External Audit, AML and Risk.• Prepare action plan for pre-auditing the RBG departments through Quality assurance team.• Periodically review the action plan to assure that the team are checking the RBG departments effectively.• Prepare schedule for specialist quality assurance team to cover all RBG departments each quarter.• Manage a team of Quality assurance, who visit RBG departments periodically to ensure proper implementation of the bank policies and procedures.• Review and generate internal control reports in accordance with audit requirements.• Save copy of the vault combination.• Review reports generated from Quality assurance team and ensures documentation of evidence.• Ensure that all pre-auditing activities are carried out in accordance with internal audit standards and requirements.• Prepare staff performance evaluations at the end of each visit and on annual basis covering all work.• Follow up with the branches/Retail Departments to close any opened pending findings through a proper documentations and discussion with BM/BOM or RBG managers.• Provide periodic reports to ensure data control.• Send the quality assurance team to departments where there is any failure in adhering to bank policies and procedures to do the needful corrective action.• Analyse the audit reports issues and amend the future visits as per the audit list.• Clear outstanding audit observations and reduce repeated issues to improve audit report scores.• Follow up the blocked pending matters, which related to the foreign/local banks in coordination with the units cash managements.

  • Executive Manager Retail Operations Support

    • Feb 2018 - Nov 2019

    manage overall Retail Operations including Corporate Service Centre.

  • Manager - Branches Operations

    • Feb 2016 - Jan 2018

    Manage the overall branches operationsEnsure team compliance with set Retail Operations policies and procedures

  • Change Management Senior Business Analysis

    • Aug 2015 - Feb 2016

    team responsible to review, analyse and re-design the branch process by focusing the customer as the main point in the processes, below are the success gained by re-engineering the internal processes without bearing any cost by the bank.

  • Acting Manager Branches Operations

    • May 2013 - Aug 2015

    • Maintain the custody of the reserve keys for the branches' Vault.• The ability to work in speed, accuracy and efficiency.• The ability to maintain the work ethics and commitment to the culture of Islamic banking.• The ability to resolve issues and problems.• Extensive knowledge in circulars and administrative instructions of the various departments and senior management.• Supervision and control over the performance of the operations staff.• Direct the staff and answer any technical queries.• Follow-up any suspended or pending matters which relate to foreign banks in coordination with the operations group.• Custodian copies of the confidential figures and keys for the Branches Vaults.• Overseeing the receipt and delivery of cash from/to the main vault ( AL MULLA Co).• Approve the foreign banks transactions (foreign remittances and the approval of remittances and telexes and also cancelled)• Review and pre-audit the daily operations and compliance with banks Policies and procedures.• Follow-up daily reports.• Accomplish various tasks within the overall framework for the job, and other tasks that may be allocated by the administration.• Review and money laundering unit, internal and external audit reports. Permanent supervision and control over the work of the branches and ensure the application of the procedures and policies to ensure commitment to the requirements of the Internal Audit and the instructions of the Central Bank of Kuwait.• Follow up closing the dormant accounts with zero balance, after issuing the clearance through operation.• Surprise check on the branch cash vault periodically.• Updating system parameters according to retail Operations requirements through ITG.

• 

  Warba Bank

  • Kuwait
  • Banking
  • 700 & Above Employee

  • Business Support Assistant Manager

    • 2012 - 2013

    •Understanding the business process requirements of the customers and stuff, coordinate system change requests, clarifications and translate them to specific IT software requirements.•Conversion requirements to information technology to applied it to operational requirements in accordance with the designs and specifications and documented.•Complete and perform testing (UAT) delivery methods and report results.•Design the steps of the tellers operations, accounts opening and other products through pictures on the PowerPoint or PDF for easy use of the system.•Activating, updating the access privileges on the systems and transferring or switching staff to different branch through IT helpdesk and information security governance.•Updating system parameters according to business requirements through ITG.•Follow-up the process of defining a new branch on the system by coordinating with FCPG and ITG.•Review AML requirements, internal and external audit reports and respond to the same.•Follow up the weekly report for outstanding accounts need update due to expiration of the civil ID’s ( sending notification to the customer through Text messages during 8 weeks to update their accounts)•Closing the dormant accounts with zero balance, after issuing the clearance through operation.•Maintain the custody of the reserve keys for the branches'​ Vault.•Receiving and reviewing the new corporate account application from to obtain the legal and AML unit approval of the same and forward it to cash management for opening.•Delegation of signature authority for the branch stuff..•Follow-up the physical cash limits daily at branches to sure it's not exceeding the cash matrix maintained.•New recruit trainer for the bank system.•Member of the system development committee. •WARBA BANK representative regarding any Retail Operations matters in CBK.•Member of the Business Support Unit (Connection between the Branches and all bank departments).

  • Branch Operations Manager

    • Nov 2011 - 2012

    Checks inward and outward transfers, telexes, vouchers involving local andforeign banks ensuring that approved rates are applied on fixed deposits,Call/notice accounts and FX transfers.* Monitors issues raised in Audit reports to ensure compatibility between Bankprocedure and operational activities and take corrective action.* Checks and balances all suspense & miscellaneous accounts related to theBranch to ensure that all outstanding are identified, reconciled and reported toDB Operations.* Ensure that all customers’ documents/ transactions are correct in order toensure compliance with sharia and CBK regulations.* Performs daily review of all staff vouchers, account opening documents, POAs,and customer information updates to ensure compliance with banks Policiesand procedures.* Monitor and control the branch cash with the Cash management Operations &senior Teller, perform daily cash bundles count of the branch till, and surpriseCount of cash, cards, cheque books, DD’s, etc. ..* Ensures adherence to internal regulations (KYC, AML, SHARIA), internalprocedures And circulars and the Kuwait banking law in all activities* The ability to discover problems and solve them.

• 

  National Bank of Kuwait

  • Assistant Operations Officer

    • Oct 2009 - Oct 2011

    Checks inward and outward transfers, telexes, vouchers involving local andForeign banks ensuring that approved rates are applied on fixed deposits,Call/notice accounts and FX transfers.* Monitors issues raised in Audit reports to ensure compatibility between Bankprocedure and operational activities and take corrective action.* Checks and balances all suspense & miscellaneous accounts related to theBranch to ensure that all outstanding are identified, reconciled and reported toDB Operations.* Ensure that all customers documents/ transactions are correct in order toEnsure compliance with regulations.* Performs daily review of all staff vouchers, account opening documents, POAs,and customer information updates to ensure compliance with banks Policiesand procedures.* Monitor and control the branch cash with the Operations Officer & SeniorTeller, perform daily cash bundles count of the senior teller till, and surpriseCount of cash, cards, cheque books, DD,s, T/C’s etc ..* Ensures adherence to internal regulations (KYC, AML), internal proceduresAnd circulars and the Kuwait banking law in all activities.Role:

• 

  National Bank of Kuwait

  • Kuwait
  • Banking
  • 700 & Above Employee

  • Head Teller

    • Jan 2007 - Jan 2009

    Maintaining customer service quality serving clients* Supervise and utilize cash over registers for all other tellers* Authorized to withdraw large amounts for the account of clients* Cash Transactions: Cash deposit, cash checks withdraw* In charge of the safe along with Branch Manager and Operation Officer* Give other tellers override with in my limit* Non Cash Transactions: account transfer, check deposits, telex, etcWorked in NBK Lebanon: from June to Sep 2008* Handling cash withdrawal, deposit and Telex transfers* Exchange foreign currencies* Cash travel cheques* Update Other Tellers with currencies rate and make sure that they are up-to-date* Maintaining customer service quality serving clients

  • Teller

    • Jan 2006 - Jan 2007

    Maintaining customer service quality serving clients.* Cash Transactions: Cash deposit, cash checks withdraw.* Non Cash Transactions: account transfer, check deposits, telex, etc…