Nawaf AlHirabi - CCO

Experience

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  American Express

  Jul 2008 - Aug 2012

   Maintain and revise policies and procedures for the general operation of the Compliance Program. Periodical visits and monitoring on the implementation of policies & procedures by organization business unites in accordance with annual compliance plan. Work with related departments (e.g., Risk Management, Internal Audit, etc.) to sort out compliance issues for investigation and resolution.  Acts as an independent review and evaluation body to ensure that compliance Issues/concerns within the organization are being appropriately evaluated, investigated and resolved. Proactively identify potential areas of compliance vulnerability and risk. Provide status reports on a regular basis to senior management. Monitors the performance of the Compliance Program on an ongoing basis. Ensure all the company’s advertisements and new services are reviewed & complying with SAMA requirements.  Review OFAC alerts on (Complinet) Screening System and reports positive matches. Show less  The prime duty is to manage and direct the daily activities of call center agents and telephone operators perfectly. Taking responsibility of supervising, planning, and managing functions concerned to Call Center environment and reviewing the operations of the agents as well. The responsibility to work as an information source to answer operator questions, assigning tasks, following up and giving instructions as needed. Undertakes the responsibility to attend, follow up and resolve customer complaints and questions perfectly. Providing required support to the staff and training to apply the best skills and knowledge on the job and has to monitor the performance as well. Oversees the databases, activities related to maintenance and repairing of equipment’s, ordering supplies and materials timely. Performing the basic duties such as preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary. Perform all the tasks by discussing with the manager of customer service such as communicating solutions, successes, and opportunities to the Manager of customer service. Developing and preparing daily and monthly reports of the Call Center operations and performance. Show less

  • Senior Compliance Officer, Audit & Compliance Dept.

    Jul 2011 - Aug 2012

  • Unit Head, Customer Service Dept.

    Jul 2008 - Jul 2011
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  Samba Financial Group

  Aug 2012 - Jul 2013

  Assistant Manager, Country Compliance Division

   Ensure no involvement with Sanction Countries stated by SAMA & UN. Protecting customers from dealing with Sanction lists to avoid the risk of confiscations of funds.  Supervising online transactions & investigating any violations to internal regulations or dealing with Sanctioned names. Ensure compliance with SAMA instructions to block any transaction related to sanctioned names. Supervising customers’ complaints on transactions blocked due to false matching alerts and ensures expediting processing the transactions. Assure that all bank staff attend Sanction risks online course. Show less

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  Abdullatif Alissa Automotive Company

  Aug 2013 - Dec 2017

  Customer Experience Center Director

   Responsible of the management and deployment of the business unit budget.  Accountable for the overall management of the operational performance against the formulated annual budget. Responsible of the design and maintenance of an organizational structure to ensure operational success. Responsible of overall client satisfaction. Responsible of the Compliance of regulatory requirements by Ministry of Industry & Commerce, contractual & legal obligations.  Translates vision to measurable strategic objectives and revises strategy to meet changing circumstances Ensure the operations are meeting ISO 9001 and COPC standards and operating according to set SOPs Ensure the operations teams successfully deploy all functions as they relate to the nature of the service provided by the operation Accountable for any press related activities as they relate / interact with the business unit Show less

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  HungerStation | هنقرستيشن

  Jan 2018 - Sept 2018

  Customer Experience Director

  ▪ Overall management of outsource service providers and ensure achieving targeted KPIs. ▪ Responsible of minimizing orders cancellations and make sure delivery as promised time. ▪ Responsible of the management of the Customer and Rider compensations budget. ▪ Overall management of the operational performance and assure all sub-functions are achieving the targeted KPIs. The sub-functions are (Customer Care, Rider Care, Cancellation Unit and Training and Quality) ▪ Responsible of the design and maintenance of an organizational structure to ensure operational success. ▪ Responsible of overall client satisfaction. ▪ Translates vision to measurable strategic objectives and revises strategy to meet changing circumstances ▪ Ensure the operations teams successfully deploy all functions as they relate to the nature of the service provided by the operation ▪ Accountable for any press related activities as they relate / interact with the business unit Show less

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  MonshaatSA

  Sept 2018 - Oct 2021

  Customer Experience Director

  ▪ Responsible of setting the strategic objectives of the Customer Experience department. ▪ Responsible of the management and deployment of the business unit budget. ▪ Overall management of the operational performance and assure all sub-functions are achieving the targeted KPIs. The sub-functions are (Customer Excellence, Contact Center, Telemarketing, Quality Unit & Reporting Unit). ▪ Ensure the operations teams successfully deploy all functions as they relate to the nature of the service provided by the operation. ▪ Overall management of outsource service providers and ensure achieving targeted KPIs. ▪ Responsible of documenting and implementing the P&P and defining the improvement needed. ▪ Responsible of overall client satisfaction. ▪ Responsible of conducting, measuring and improving customer experience. ▪ Responsible of the customer journey on Monsha’at’ s events. Show less

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  Saudi Tourism Authority | الهيئة السعودية للسياحة

  Nov 2021 - now

  Visitor Care Operations Sr. Director

  ▪ Contributing to the design and implementation of the Sector’s strategy and roadmap. ▪ Prepare the department annual budget and participate in the Division’s budgeting cycle and process.▪ Establish and implement the Department’s operational plans in support of the Sector’s overall strategic plan and KPIs.▪ Overall management of the operational performance and assure all sub-functions are achieving the targeted KPIs. The sub-functions are (Contact Center, Mobile Experiences, Kiosks, Hotel Dispensers, Quality Assurance, Training & Reporting Unit “WFM”). ▪ Leveraging Command Center insights to drive interventions where poor service is being provided; thus, improving First Call Resolution and uplifting visitors’ satisfaction across all channels.▪ Champion Tourist Rights & Protection though guidelines and respective program.▪ Overall management of outsource service providers and ensure achieving targeted KPIs. ▪ Propose improvements to Visitor Care Development Department’s policies, and ensure the implementation of procedures and controls across all areas of activity so that all relevant. procedural/legislative requirements are fulfilled while delivering high quality and cost-effective results.▪ Responsible of monitoring the overall Visitor Journey, measuring and improving visitor experience. ▪ Participate in identifying and recruiting key talent for Visitor Care Development Department.▪ Build and maintain solid relations with externals stakeholders such as governmental entities and consultants to serve STA’s best interest. Show less