Khalid Jalal

• Responsible for managing loan proposals, legal fee collections, and overseeing a variety of loan processing activities
• Ensured compliance with policies, maintained customer data security, and provided exceptional customer service

· Dedicated professional with a strong background in operational process management within the banking sector.

· Successfully designed, developed, amended, and managed operational process documents to ensure excellent customer service delivery in a cost-effective manner.

· Conducted comprehensive reviews of existing processes at Bank Sohar and Sohar Islamic to identify potential improvements and uphold quality standards. Executed strategic plans for key quality assurance initiatives, measuring cycle times across all bank branches and departments. Monitored customer satisfaction to maintain high service quality standards through the implementation of quality control techniques and effective handling of customer complaints.

· Collaborated closely with department heads and branch managers to resolve issues promptly, ensuring that corrective and preventive actions were documented and implemented post-complaint analysis.

· Prepared management information system (MIS) reports on customer complaints, conducting thorough root cause analyses and providing monthly, quarterly, and yearly insights to management and the Central Bank of Oman (CBO).

· Led process enhancement initiatives and actively promoted a culture of continuous improvement among end users, significantly increasing engagement in process development.

• Managed complaint resolutions, trained agents, and maintained high standards of customer service
• Conducted detailed record-keeping and played a vital role in promoting service excellence

• Delivered exceptional customer service, managed promotions, and contributed to inventory and store maintenance
• Facilitated a positive shopping experience for customers and supported team objectives effectively

• Handled customer complaints, managed new accounts, and led credit card issuance
• Conducted team reviews, resolved issues efficiently, and demonstrated strong leadership qualities