INAAM NASSER
Operations & Process Improvment Expert - MBA, CM, CSSBB, CORP
KUWAIT
Summary
An energetic, forward-thinking and creative expert with the ability to drive innovation, specifically regarding service technology, in member delivery in the areas of Sales, Retail and Operations. A decisive individual who possesses a strategic focus, as well as an operational and detail-oriented perspective, with a Retail and Customer service background.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Assistant Manager - Central Operations
Kuwait Finance House
Kuwait
04.2018 - Current
- Managing efficiency of Business Process & Initiating improvements to Retail and Operations sectors.
- Responsible for ensuring that all regulatory organizational policies and procedures, are being effectively communicated and implemented.
- Implementing RPA and digital solutions to Central Operations processes, through different projects.
- Responsible for effectively managing the support team, to implement Risk, Anti-Fraud and Compliance policies.
- Monitoring SLA for Business Banking with various service providers.
Operations Team Leader - Direct Sales
Kuwait Finance House
Kuwait
09.2013 - 04.2018
- Increasing overall efficiency and productivity of the support team by revamping processes, services and daily assignments.
- Ensuring efficient delivery of products and services to Retail customers (Accounts, credit cards, Murabaha, CRM & Call Center leads, etc...).
- Handling daily customers complains and inquiries.
Operations Supervisor - Direct Sales
Kuwait Finance House
Kuwait
06.2008 - 09.2013
- Supervising and training employees to provide best customer services.
- Keeping up to date with the progress of administrative duties.
- Creating and monitoring daily and annual performance and audit reports.
Gulf Bank - Central Sales
Kuwait
Kuwait
04.2006 - 06.2008
- Processing daily operational tasks within SLA (Opening Accounts, credit cards, loans,...).
- Coordinating with Credit and Operations departments, in order to grant approvals.
Education
MBA - Business Administration And Management
Edinburgh Business School, Heriot-Watt University
UK, UAE 01.2021 - 01.2023
Master of Arts - International Affairs
Beirut Arab University
Lebanon 12.2011 - 06.2015
Bachelor of Arts - Political & Administrative Sciences
Lebanese University
Lebanon 01.2002 - 07.2006
Skills
Team Building, Managment & Leadership
Accomplishments
- Establishing Direct Sales Operations Department in KFH, that support 10 Teams and 140 Officers.
- Creating New Opening account application form for Retail customers.
- Initiating new Digital Opening Account application.
- Implementing ERP solutions for Central Operations transactions.
Certification
Certified Operational Risk Professional - International Academy of Business and Financial Management.
Timeline
Certified Operational Risk Professional - International Academy of Business and Financial Management.
12-2022
MBA - Business Administration And Management
Edinburgh Business School, Heriot-Watt University
01.2021 - 01.2023
Six Sigma Black Belt Certification (CSSBB) - The Council for Six Sigma Certificate (CSSC).
01-2020
Certified Manager (CM) - Institute of Certified Professional Managers.
05-2019
Assistant Manager - Central Operations
Kuwait Finance House
04.2018 - Current
Operations Team Leader - Direct Sales
Kuwait Finance House
09.2013 - 04.2018
Master of Arts - International Affairs
Beirut Arab University
12.2011 - 06.2015
Operations Supervisor - Direct Sales
Kuwait Finance House
06.2008 - 09.2013
Gulf Bank - Central Sales
Kuwait
04.2006 - 06.2008
Bachelor of Arts - Political & Administrative Sciences
Lebanese University
01.2002 - 07.2006
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