Basem Madda

Arab National Bank is a leading provider of money remittance services in Saudi Arabia through its TeleMoney Service, providing customers with multiple options to execute their transfers in a convenient and simple manner through an automated system and 75 dedicated TM Centers around the Kingdom.

The service, which was launched in 1992, covers many countries, including India, Pakistan, the Philippines, Nepal, Bangladesh, Sri Lanka, Indonesia, Egypt, and other countries.

I had the honor to join Telemoney’s team, participate in the next phase of transformation, and develop appropriate strategies for this pivotal phase in the history of the money remittance service, including:

• Restructure operating model of all centres.
• Improve service level and increase productivity.
• Reduce capacity of all centres
• Restructure incentive scheme.
• Restructure tasks and responsibilities.
• Redesign staff’s Balance Score Card.
• Enable business intelligence reports.
• Increase digital service transformation ratio
• Applied effective time management techniques to meet tight deadlines
• Demonstrated creativity and resourcefulness through the development of innovative solutions
• Resolved problems, improved operations and provided exceptional service

Enjaz Banking Services is the remittance arm of Bank Albilad, providing international money remittance services. Enjaz

has emerged exceptionally amongst market leaders, positioning itself as one of the most preferred partners in remittance.

services across the Kingdom of Saudi Arabia.

Here in the Western Region, we have the largest number of branches & staff, and our strategies for the coming 3 years were:

• Worked diligently to resolve unique and recurring complaints, promote loyalty, and enhance operations.
• Developed a sales strategy based on research on consumer buying trends and market conditions.
• Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance
• Growth of 25–30% of the number of transactions & new customers.
• Growth: 25% transmission of clients to digital services
• Increase 60% of digital service agreements with companies.
• Increase foreign currency exchange by 20%.
• Increase 30–40% of Hajj & Umra money payout transactions.
• Decrease 15% of cashflow within branches.

Ersal Co. Combines the best of two worlds; banking & finance and management expertise (Alinma Bank & Saudi Post) providing international money transfer as an agent of Western Union services.

Achievements:

• Increased sales by 16% and 24% in 2016 and 2017, respectively.
• Managed the establishment of 2 new branches in 2017.
• Opened 28K+ new customer files in 2016 and 34k+ in 2017.
• Strategised and managed the opening of a Mobile Sales office inside one of the largest compounds for labor in Makkah (Saudi Bin Laden Group)
• Focused on B2B and signed agreements with SBG, Sidr Co, Samama Co, King Abdulaziz Hospital and Holly Makka Municipality
• During Hajj 1437 and the Libyan pilgrim crisis, we served over 4K out of 6K Libyan pilgrims, paying out through Western Union around SR 11M, and were honored by the Minister of CIT.
• Assessed reports to evaluate performance, develop targeted improvements, and implement changes
• Developed sales strategy based on research of consumer buying trends and market conditions

• As a resident of Makkah and a descendant of a "Tawafa" family, Hajj time is taken off on an annual basis to carry the responsibilities of mobilizing international pilgrims from different countries during the 5 weeks of Hajj.
• This includes air, sea, and land ports meet & greet and transfer services, accommodation in different hotel categories, full board catering, medical services, transfers between Hajj sites, and return transfers to different ports.

Major achievements include:

• Arranged all-star-level accommodation for a record number of 8K pilgrims during the 2005 Hajj session.
• Catered a record number of 92K meals to pilgrims in the 2005 Hajj session.
• Manages an average of 350 employees and volunteers for every Hajj session for the past 20 years.
• Managed time efficiently in order to complete all tasks within deadlines.

• Directly reporting to the Managing Director of the company, managing the operations of the Counseling, Finance & Administration departments
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Achievements:

• 32% growth in students' recruitment in 2014 compared to 2013 and 21% in 2015 compared to 2014.
• Launched a new online application system helping to streamline process optimization by 39% and increase customer retention by 29%
• Created the new Policy & Procedures Manuals of the Company.

• Directly reporting to the Head of Transformation & Change – PMO, managing the ATM’s development project
• Managed the implementation, testing, go-live and documentation of Multi Channels Platform projects including Internet banking,
• IVR, Mobile banking, Corporate banking and ATMs
• Achievements:
• Added 21 new functions within the timeline that been scheduled and with Zero defects.
• Increased transactions on ATMs by 45% causing a 20%-25% reduction in operational cost
• Saved 12% of the budgeted ATM project cost.
• Copywrite and reviewed all disclaimers displayed on screens of Internet Banking and ATMs.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Communicated project plans and progress to key stakeholders and project contributors.
• Partnered with project team members to identify and quickly address problems.
• Maintained schedules to meet key milestones at every project phase

• Managed a team of 10 staff members responsible for processing applications of loans and credit card sales, in addition to the regional customer care unit
• Achievements:
• Increased accuracy of processing causing an 83% increase in loans’ approval rate.
• Exceeded regional sales target of approved Credit Cards applications by 163%
• Achieved 3% error report only
• Achieved 78% of total regional target sales as a direct sales team compared to 22% had been achieved by branch sales - the highest Kingdom Wide
• Delivered services to customer locations within specific time-frames.
• Provided professional services and support in a dynamic work environment.
• Demonstrated strong organisational and time management skills while managing multiple projects

• Savola group
• Managed all L/C, L/G’s, Insurance Policies and Cash Control
• Achievements:
• Created Polices & Procedures Manuals
• Reviewed the minutes of Insurance Policies.
• Decreased reconciliation error rate to 4%
• Issued a total of SR250M of L/Cs and 10 L/Gs
• Assisted with day-to-day operations, working efficiently and productively with all team members
• Passionate about learning and committed to continual improvement
• Proved successful working within tight deadlines and a fast-paced environment.

• Responsible for proceeding all applications of Letter Guarantees L/G, export/import Letter of Credit L/C, Collection and
• Shipping Guarantees
• Achievements:
• Achieved 0% pending Due Payments L/Cs.
• Achieved 1 day cycle time for issuing both L/C and L/G.
• Developed and designed new official export L/C Cover Letter and approved by the management.
• Managed time efficiently in order to complete all tasks within deadlines.
• Passionate about learning and committed to continual improvement.

• Responsible for proceeding all applications of Letter Guarantees L/G, export/import Letter of Credit L/C, Collection and
• Shipping Guarantees
• Achievements:
• Achieved average Import/Export 30 bill settlements per day.
• After a three months period, got promoted to the customer care unit.
• Suggest and create the front customer desk.
• Enrolled 8 new high net worth clients.

Fellowship of the Sharia Advisor Qualifying advanced program in Islamic Financial Jurisprudence and Dispute settlement (Sharia Advisor Fellowship)

• Member of Qadha Assiciation
• Continuing education in Law
• Completed professional development in Sharia
• Received Sharia Advisor Fellowship