Fajir Al-Jazzaf
Business Acceptance Manager
Kuwait
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Head of Enterprise Business Testing
The National Bank Of Kuwait
04.2024 - Current
- The “Head of Enterprise Business Testing” role is a combination of technical and managerial skills. The position results with years of experience along proven record of handling multiple Quality Assurance projects / enterprise releases and QA teams successfully.
- Requires proven track record of successful management of quality aspect of multiple financial products.
- Proven experience in delivering multiple projects, by managing time and resources successfully.
- Proven experience in working with different stakeholders in hierarchy, from Business users across business verticals of the bank to IT solution architects / developer and Testing Vendors / Partners.
- Apply understanding of quality assurance in financial services and emerging technologies to reimagine the future of enterprise-level initiatives. Leverage design-thinking methodology to co- create with senior stakeholders, the target state operating model and customer experience.
- Advocate for and drive business acceptance processes, governance, implementation and execution in the Bank.
- Identify risks involved in specific projects and Enterprise releases, and to create and formulate a mitigation plan to overcome issues that impede test efforts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Review and ensures all the deliverables, including documentations are complete and concise before delivering it to Business users.
- Advocate the appropriate level of quality by the resolution of important Defects.
- Advocate an appropriate level of testability focus in the software development process.
- Manage multiple projects or releases simultaneously and collaborate with Test coordinators to make sure every project is running smoothly.
- Help in setting up environment by adding necessary tools and processes to control quality of the release.
- Evaluates performance of team members on timely basis and guide them to grow.
Business Acceptance Manager
The National Bank of Kuwait
04.2022 - 03.2024
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Applied effective time management techniques to meet tight deadlines.
- Passionate about learning and committed to continual improvement.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Senior Business Analyst
The National Bank of Kuwait
04.2017 - 03.2022
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Directed business analysts in executing and delivering various tactical and strategic plans.
- Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements.
- Recruited new members for business analysis team to support division growth and create strong and productive department, replacing underperforming staff.
- Worked with team leads and managing leadership, establishing robust talent pool with focus on people and continuous improvement.
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
- Created new analytical systems to boost vital business metrics visibility.
- Developed diverse reporting packages to meet individual needs of sales, marketing, product management and senior leadership.
- Performed gap analysis to identify areas of improvement.
- Collaborated with stakeholders to define project objectives and criteria.
- Executed analysis of risks and identified risk mitigation strategies.
Business Analyst
The National Bank of Kuwait
05.2014 - 03.2017
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Performed gap analysis to identify areas of improvement.
- Executed analysis of risks and identified risk mitigation strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Created dashboards to monitor and track key performance indicators.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Generated standard and custom reports to provide insights into business performance.
- Provided technical support for troubleshooting analytics and reporting issues.
- Assisted with creating data cubes and OLAP models to improve data analysis.
- Developed and implemented data governance policies and procedures.
- Collaborated with stakeholders to identify business needs and data sources.
Call Center Operation Officer
The National Bank of Kuwait
11.2011 - 04.2014
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Gained strong leadership skills by managing projects from start to finish.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
Call Center Phone Officer
The National Bank of Kuwait
06.2011 - 10.2011
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Teller Officer
The National Bank of Kuwait
11.2008 - 06.2011
- Performed teller scheduling to achieve appropriate branch coverage for business needs.
- Assisted tellers in cashing checks by verifying signatures and amounts.
- Trained newly hired tellers, providing extensive mentoring along with positive reinforcement to help employees meet monthly goals and reach objectives.
- Greeted patrons and asked questions to better assess client needs.
- Used bank database and systems to record transactions.
- Provided clients with general information on account opening.
- Managed branch vault by verifying accuracy of cash transactions.
- Received checks for deposits, entered information into database and issued receipts.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Assisted with training of new tellers on policies and procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
Diploma - Business Management
Australian College of Kuwait
Mishref, Kuwait 01.2007 - 06.2008
Skills
Ability to quickly absorb and understand the new processes and systems
undefinedTimeline
Head of Enterprise Business Testing
The National Bank Of Kuwait
04.2024 - Current
Business Acceptance Manager
The National Bank of Kuwait
04.2022 - 03.2024
Senior Business Analyst
The National Bank of Kuwait
04.2017 - 03.2022
Business Analyst
The National Bank of Kuwait
05.2014 - 03.2017
Call Center Operation Officer
The National Bank of Kuwait
11.2011 - 04.2014
Call Center Phone Officer
The National Bank of Kuwait
06.2011 - 10.2011
Teller Officer
The National Bank of Kuwait
11.2008 - 06.2011
Diploma - Business Management
Australian College of Kuwait
01.2007 - 06.2008
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