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
Ability work with deadlines
Willingness to support change and embrace new ways of working
Flexible with adapting to changes and priorities
Good personal organization skills
Experience with Microsoft Office programs including Outlook, Word, Excel and Powerpoint
Test preparation and execution experience
Experience in remote working and team management
English written and verbal communication skill
Timeline
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