Manhal Mazahreh

Experience

• 

  Jordan Ahli Bank

  Sept 2006 - now

  Service Quality • Create measurable service quality standards and benchmarks. • Monitor consistency in delivering services that meet or exceed these standards. • Establish regular audits and feedback mechanisms. • Conduct root-cause analysis for service failures and implement corrective actions. • Train employees on service excellence and customer interaction protocols. • Ensure continuous professional development to adapt to evolving customer expectations. • Track key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR). • Share insights with teams to drive service improvements. • Develop efficient systems for handling customer complaints. • Ensure timely resolution and follow-up on service failures.Customer Experience • Conduct surveys, interviews, and focus groups to capture customer preferences and pain points. • Create customer journey maps to identify improvement areas. • Implement personalized communication strategies. • Build loyalty programs to foster long-term relationships. • Work with marketing, sales, and operations teams to align on customer experience goals. • Ensure that every customer touchpoint reflects the brand promise. • Leverage technology like CRM systems, chatbots, and AI for better service. • Innovate solutions that enhance accessibility and convenience for customers. • Analyze customer feedback to drive product and service improvements. • Ensure feedback loops inform decision-making across the organization. Show less • Develop efficient manual/automated test plans, scenarios/test cases by using various toolsets, including rational test manager, rational robot, and other automated tools.• Facilitate the delivery of expected quality by resolving critical defects. Interface with developers to ensure an appropriate level of testing for the software development process in line with the expected quality standard.• Define and execute quality assurance practices/procedures, test plans, and other QA assessments.• Manage assigned projects from IT quality testing through final user acceptance testing.• Prepare test cases and scenarios for new products to ensure that their terms are compliant with business requirements and the bank regulations• Manage the integration of ECCS and E-IPO systems with Temenos from business and technical side• Manage Roll out plan for Temenos System• Conduct training sessions to the employees on banking systems such as Temenos, ECCS and E-IPO• Resolve financial banking issues on the customers’ accounts by analyzing the customers’ transactions to determine the issue due to system defects• Execute and validate the complete cycle Electronic Cheques Clearing System (ECCS) integration to core banking system. Show less • Analyze systems behavior and make recommendations to improve their performance in order to increase the organizational efficiency and effectiveness• Assess the current technology structure and strategies to ensure a fit with the business vision.• Ensure that the banking systems’ parameters comply with Jordan Central Bank regulations and Jordan Ahli Bank policies and procedures.• Develop efficient manual/automated test plans, scenarios/test cases by using various toolsets, including rational test manager, rational robot, and other automated tools.• Collaborate with development personnel across various project phases to deliver in-process testing outcomes. Show less • Develop implementation plans, timelines, and milestones for new systems, services, or products. • Coordinate across departments (IT, operations, compliance) to ensure smooth implementation. • Monitor Progress: • Track project deliverables and manage risks or bottlenecks. • Collaborate with stakeholders to identify specific business needs. • Translate client or branch requirements into actionable implementation strategies. • Ensure compliance with regulatory standards and internal policies.• System Testing: Conduct functional, performance, and security tests to ensure reliability. • Issue Resolution: Address any bugs, errors, or inefficiencies identified during testing. • User Acceptance Testing (UAT): Collaborate with end-users to validate system functionality. • Develop Training Programs: Create materials, guides, and sessions for system users. • Employee Training: Train staff on using the new system effectively. • Ongoing Support: Provide resources and assistance post-launch. Show less

  • Contact Center & Customer Retention Senior Manager

    May 2023 - now

  • Contact Center & Customer Retention Manager

    Apr 2022 - Apr 2023

  • Assistant Manager - Service Quality & Customer world

    Feb 2019 - Mar 2022

  • Assistant Manager - E Channels Department - ATMs Management and Analysis

    Jun 2017 - Jan 2019

  • Team Leader - Quality Assurance

    Mar 2010 - May 2017

  • Senior officer - Business Analyst

    Mar 2009 - Feb 2010

  • Officer - Banking Implementation Team

    Sept 2006 - Feb 2009