Sep 2025 – Present · 8 mos · Qatar

• Strategic Business Growth & Enterprise Transformation
• o Led enterprise-wide transformation to align operations with long-term growth goals—achieving >60% reduction in turnaround time and 40% fewer manual processes through STP and automation.
• o Partnered with executive leadership to drive strategic change, optimize governance, and improve enterprise performance.
• o Transformed key business lines (e.g., Sadara Premium Banking) by aligning digital, product, and CX strategy.
• o Established business growth roadmaps linking innovation, client delivery, and ROI.
• o Enhanced data-driven decision-making using advanced BI dashboards & insights.

May 2023 – Sep 2025 · 2 yrs 4 mos · Qatar

• Operational Excellence & Process Optimization
• o Reengineered 30+ critical functions using Lean, Agile, and Kaizen, boosting quality and efficiency.
• o Centralized core operations (e.g., disputes, loans, cards) and introduced digitization for significant cost and time savings.
• o Established KPIs and performance frameworks to sustain continuous operational improvement.
• o Designed and launched automation-first operating models across functions.
• o Drove enterprise-wide digital migration programs, improving client accessibility.
• o Mentored cross-functional teams, embedding a culture of continuous improvement.

Jan 2021 – May 2023 · 2 yrs 4 mos · Qatar

• Contact Centre Innovation & Automation
• o Introduced predictive call routing to match customers with best-fit agents, improving first-call resolution and customer satisfaction scores.
• o Built strong partnerships with top CX technology vendors, a managing platform migration within timelines and budget.
• o Developed monthly scorecards featuring quantifiable metrics
• o Automated routine servicing tasks (e.g., PIN reissue, travel plan updates) via IVR and bots, saving >QAR 2.2M annually while improving turnaround time.
• o Led customer insights programs, identifying pain points and shaping CX roadmap.
• o Partnered with digital banking teams to integrate self-service solutions.
• o Enhanced governance with customer demand forecasting & workforce planning models.

Feb 2019 – Jan 2021 · 1 yr 11 mos · Qatar

• Contact Centre Operations & Service Excellence
• o Managed large-scale call centre operations, consistently achieving SLA targets and >90% customer satisfaction.
• o Introduced workforce management models (forecasting, scheduling, real-time adherence), reducing waste while maintaining service quality.
• o Designed and rolled out a Quality Assurance & Coaching Framework, improving agent productivity and reducing error rates.
• o Championed speech analytics & real-time monitoring, detecting early dissatisfaction and reducing complaint escalation rates.
• o Integrated Voice of Customer (VoC) insights into operational decision-making, shaping training, scripts, and service flows.
• o Expanded self-service channels (IVR, bots, WhatsApp, mobile app), diverting high-volume transactions and reducing inbound calls significantly.
• o Led crisis & peak load management plans (e.g., COVID-19 pandemic), enabling full operational continuity with remote agent setups and digital tools.
• o Implemented knowledge base & agent-assist automated tools, speeding up query resolution and boosting first-call resolution rates.