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Experience
Head Service Quality Unit
Ensured all staff in the client service team was properly inducted.
Integrated the Quality Assurance framework for the entire bank.
Close coordination with vendors & procurement team for proactive merchandising needs especially at the time of rebranding phase of Dawood Islamic Bank to Burj Bank.
Coordinate with all areas of the bank to ensure quality service standards were maintained.
Follow up with suggestions to improve service standards.
Improve Systems & processes to ensure brand equity & profitability by reducing reputational-based damages /customer attrition.
Maintained zero tolerance for audit/ compliance issues related to Quality Assurance deliverables.
Managed 3rd party QA initiatives and stakeholder relationship Vendor Management
To highlight product/ process gaps and core competencies to support in prioritizing business building/ Product management and process improvement initiatives
