Summary
Overview
Work history
Education
Skills
Certification
Languages
Custom
Accomplishments
Timeline
Generic

Amal AlGhoraibi

Riyadh,Saudi Arabia

Summary

I am a seasoned leader with extensive experience in customer experience, contact centers, compliance, and service delivery. I have a strong track record of managing teams, optimizing operations, and implementing strategic improvements to enhance efficiency and customer satisfaction.

My leadership roles have involved overseeing recruitment, training, performance management, and business process enhancements, ensuring operational excellence. I've successfully led digital transformation initiatives, introduced automation in customer service, and strengthened compliance frameworks.

With expertise in risk management, quality assurance, and regulatory compliance, I played a key role in aligning business operations with industry standards. My ability to develop and execute strategies, lead diverse teams, and drive process improvements makes me a highly effective leader in customer experience and operational management.

Overview

24
24
years of professional experience
1
1
Certification

Work history

Advisor (CX & Contact Center)

PWC
Qassim , Saudi Arabia
07.2022 - 09.2022


  • Overlooking the performance management, Operational enhancement, people management, System availability & business process aspect of the contact center
  • Contract
  • Resolved complex financial issues, contributing to overall customer satisfaction.
  • Achieved a higher level of efficiency with meticulous scheduling and organisational skills.
  • Regularly updated knowledge about changing market trends to offer up-to-date advice to clients.

Head of Contact Centre

Najm for Insurance Services
Riyadh, Saudi Arabia
12.2018 - 12.2021
  • Company Overview: Najm for insurance services is a closed, unlisted joint stock company established in 2007 as the result of cooperation between the Saudi Central Bank (SAMA) and the General Department of Traffic in an objective to promote the vehicle insurance sector in the Kingdom of Saudi Arabia
  • Launch advanced IVR tree and self -services
  • Launce new services BOT, Live Chat
  • Social Media Management Unified Platform
  • Enhance the CRM sys (complaints, requests)
  • Setting up the full cycle processes and Quality (SOP, QA, KPIs, SLAs)
  • Plan and lead the daily operations
  • Analyzing call center data and generating reports for upper management
  • Overseeing recruitment, Induction, training, coaching and business process strategy across the contact centers
  • Effectively spearheading the resource planning team that sees these resources to their full utilization
  • Evaluating staff effectiveness and performance annually or on an at-need basis, thus augmenting the quality of customer services
  • Administering quality assurance, regulatory and legal obligations' compliance across all operations
  • Designing simple, efficient, reliable use for the Web Site & App
  • Najm for insurance services is a closed, unlisted joint stock company established in 2007 as the result of cooperation between the Saudi Central Bank (SAMA) and the General Department of Traffic in an objective to promote the vehicle insurance sector in the Kingdom of Saudi Arabia

Business Compliance Officer - Retail & High-Risk Relations

Arab National Bank
10.2016 - 11.2018
  • Company Overview: The Arab National Bank is a major bank based in Riyadh, Saudi Arabia and listed on the Saudi Stock Exchange
  • It is among the top ten largest banks in the Middle East and has received an 'A' rank from Standard and Poor's
  • It has 156 branches in Saudi Arabia
  • Updated Risk Assessment, identified the gaps and set up controls to mitigate those risks
  • Performed the annual compliance testing and monitoring plan, guaranteed their affectivity and timely submission of reports
  • Superintended the review process of the bank policies and procedures to ensure the business lines activities are in line with the rules and regulations
  • Providing sustained maintenance to SAMA's inspections' reports and their observations closure via facilitating the required response between the business functions and SAMA
  • Managed Compliance Data including preparation that for compliance and audit Committees
  • Developed company compliance communications and scheduling required compliance training for employees and trained about adherences to SAMA requirements
  • The Arab National Bank is a major bank based in Riyadh, Saudi Arabia and listed on the Saudi Stock Exchange
  • It is among the top ten largest banks in the Middle East and has received an 'A' rank from Standard and Poor's
  • It has 156 branches in Saudi Arabia

Deputy Head of Customers Complaints Resolution Department

Arab National Bank
01.2013 - 10.2016
  • Identified and executed strategic system, products and process enhancement, enabling efficient handling of customer inquiries, requests and complaints
  • Empower the first line team by streamlined access and interaction across various touchpoints
  • Implemented mechanisms to capture and act on customers' feedback, create a service culture across the organization
  • Carved out and ran bank's key projects associated with customer complaints records, as member of KYC (Know Your Customer) project: a focus area for SAMA
  • Systematized, managed, and directed customer service strategy and its implementation to meet strategic and financial objectives of the organization
  • Successfully initiated root-cause analysis of customer complaints, recommended solutions to minimize complaints and reoccurrence

Customer Care Manager

Arab National Bank
07.2007 - 12.2012
  • Oversaw the quality of services provided to customers so that they result in maintaining high customer retention, customer satisfaction
  • Monitored customer complaints as well as collected feedback from customers after their transaction to monitor quality control and satisfaction
  • Moreover, maintained accurate records of all customer care operations for reference purposes
  • Conducted surveys to identify the public perception; reviewed and Customer Service assignments and offered preliminary guidance to properly prepare the concerned departments

Manager - Alternative Delivery Channels

Arab National Bank
09.2006 - 07.2007
  • Developed alternative delivery channels for services to reduce cost and increase retail bank market share and prepared profitability models for each delivery channel
  • Delivered high level service quality to customers and monitor their complaint patterns.by gathering market intelligence and product understanding
  • Developed and rolled out of new products in coordination with stakeholders
  • Similarly, conducted research to attract new to bank customers and retain existing customers
  • Ensure security and compliance requirements are built in every delivery channel in liaison with information security and IT to minimize fraud

Specialist - Phone Banking

Arab National Bank
05.2005 - 09.2006
  • Maintained and managed well developed professional knowledge of entire products and services line offered
  • Ensured phone banking activities inclusive of but not restricted to direct mail, telemarketing, cross - selling of bank services and products
  • Handled customers' complaints efficiently within the minimum resolution and time
  • Prepared recommendation to improve service quality
  • Additionally, submitted regular MIS reports

Teller & Chief Teller

Arab National Bank
11.1998 - 05.2005
  • Provided services to bank customers by conducting appropriate transactions and cross- sell bank products and services
  • Recorded transactions, logged checks and prepared transaction reports, counted and packaged currency
  • Reconciled cash drawers opened new accounts and assisted with loan applications and communicated with other bank team members and clients
  • Supervised & trained the other tellers and accurate completion of required audit logs
  • Stepped up many times as Assistance Manager and Branch Manager

Education

English Language - Translation College

King Saud University

Advanced Executive Secretary - undefined

Institute of Public Administration

Skills

  • Proficient MS Office Operator
  • Negotiation Skills
  • Project Management
  • Public Services & Risk Management
  • Excellent Communication
  • Interpersonal Skills
  • Team Building
  • Problem Solving
  • Leadership
  • Strategic planning

Certification

  • Certified Customer experience master Class, 05/01/22
  • Trained professional in Lean Six Sigma Green Belt Program, 04/01/16
  • Certified Trainer by GATED, 02/01/16
  • Certified Compliance Officer (CCO), 11/01/14

Languages

Arabic
Native
English
Fluent

Custom

References and further data are available upon request.

Accomplishments


Najm for Insurance Services - INSIGHTS 2019

Arab National Bank - INSIGHTS 2006

Timeline

Advisor (CX & Contact Center)

PWC
07.2022 - 09.2022

Head of Contact Centre

Najm for Insurance Services
12.2018 - 12.2021

Business Compliance Officer - Retail & High-Risk Relations

Arab National Bank
10.2016 - 11.2018

Deputy Head of Customers Complaints Resolution Department

Arab National Bank
01.2013 - 10.2016

Customer Care Manager

Arab National Bank
07.2007 - 12.2012

Manager - Alternative Delivery Channels

Arab National Bank
09.2006 - 07.2007

Specialist - Phone Banking

Arab National Bank
05.2005 - 09.2006

Teller & Chief Teller

Arab National Bank
11.1998 - 05.2005

Advanced Executive Secretary - undefined

Institute of Public Administration

English Language - Translation College

King Saud University

Similar Profiles

Create profile
Amal AlGhoraibi