Shaimaa AlSamadani
Riyadh,Saudi Arabia
Summary
Motivated Assistant Manager, Quality Control with 4 years of experience, recognised for assessing retail banking needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record. Upbeat and proactive with strong focus on continuous operational improvement
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Assistant Manager, Quality & Control
Emirates NBD
Riyadh, Saudi Arabia
2024.01 - Current
- Motivated management and staff teams to consistently deliver high quality, customer-focused service.
- Trained staff on best practices to achieve optimal productivity.
- Developed bank policies for administrative oversight and internal controls.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Developed plans and strategies to promote continuous improvement.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Tracked KPIs and created continuous improvement plans.
- Defined and maintained data-definitions, metrics and KPIs.
- Reviewed KPI and SLA performance and suggested actionable improvements for underperforming areas.
- Selected and used monitoring tools in monitoring system performance.
- Administered project-related surveys, collecting valuable feedback for continuous process enhancement.
- Coordinated cross-functional teams to align project tasks with strategic objectives.
Operations Quality & Performance Mgmt. Officer
National Bank of Kuwait
Jeddah, Saudi Arabia
2023.01 - 2023.12
- Develop and implement quality and performance metrics to measure
the effectiveness of bank operations. - Collaborate with departments to identify areas of improvement and
develop strategies to enhance the overall quality and performance of
the operations. - Monitor and analyze data to identify trends and patterns that may
indicate areas of concern or opportunities for improvement. - Work with internal teams to develop and implement process
improvement initiatives. - Develop and implement quality control measures to ensure
compliance with regulations and policies. - Prepare reports on quality and performance metrics to present to
senior management. - Stay up-to-date on industry trends and best practices related to
quality and performance management. - Analysed KPIs to establish areas in need of improvement.
Quality Associate & Performance Officer
Saudi National Bank
Jeddah, Saudi Arabia
2022.08 - 2022.12
- Planning, implementing and supervising the operations and testing of
the product to ensure its quality and conformity to specifications. - Assist operations in tracking, documenting, and reporting quality
levels. - Analyze and investigate reported product complaints or quality
issues to ensure they are resolved in accordance with Bank
guidelines and external regulatory requirements. - Develop or update the bank's procedures to ensure that complaints
are captured, investigated and documented in an appropriate manner. - Monitor related department procedures, maintain problem records to
Retail Lending Operations Officer
Saudi National Bank
Jeddah, Saudi Arabia
2022.01 - 2022.07
- Kept accurate and updated filing systems with financial data, statements and associated records.
- Completed accurate transactions following internal standards, industry best practices, and applicable regulations.
- Promoted efficient workflow, verifying policies were distributed, understood and adhered to.
- Innovated products and processes, enhancing bank's competitive positioning.
- The decision to accept or reject the application in line with the bank's
policies and procedures. - Investigated SAMA Care claims, compiling data, researching issues, and preparing well-founded solutions.
Education
Bachelor of Public Administration - Economics and Administration
King Abdulaziz University
Jeddah, Saudi Arabia 2014.01 - 2018.01
Skills
- Cross-Departmental Cooperation
- Operational Support
- KPIs Qualified
- Customer-Focused
- Business Process Mapping
- Business Analysis
- Data Extraction
- Process Development
- Gap Analysis
- High-Value Project Management
- Customer Experience
Certification
Certified KPI Professional, The KPI Institute.
Timeline
Assistant Manager, Quality & Control
Emirates NBD
2024.01 - Current
Operations Quality & Performance Mgmt. Officer
National Bank of Kuwait
2023.01 - 2023.12
Quality Associate & Performance Officer
Saudi National Bank
2022.08 - 2022.12
Retail Lending Operations Officer
Saudi National Bank
2022.01 - 2022.07
Bachelor of Public Administration - Economics and Administration
King Abdulaziz University
2014.01 - 2018.01