Osama Khalil
Amman,AM
Summary
Experienced banking professional with over 15 years of expertise in digital banking, payment solutions, and service quality management. Proven track record in leading electronic services, driving customer experience initiatives, and implementing major projects such as CRM systems and instant card issuance. Strong background in process engineering, corporate banking services, and cross-functional coordination with global partners like Visa and Mastercard. Skilled in policy development, employee training, and performance evaluation to ensure excellence in service delivery
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager E-Banking
Safwa Islamic Bank
Jordan
07.2024 - Current
- Oversaw all digital banking channels, including ATMs, internet banking, mobile banking, and SMS services.
- Supervised corporate electronic banking services and solutions.
- Managed Cash Deposit Machines (CDMs), and ensured their operational efficiency.
- Directed all payment instruments, including credit cards, prepaid cards, and debit cards.
- Oversaw the POS (Point of Sale) acquiring business and device operations.
- Managed corporate direct deposit card services and related processes.
- Monitored and reviewed performance and operational reports for credit card products.
- Oversaw reporting and analytics for digital banking services.
- Led the development and launch of new card-related products and services.
- Represented the bank as a liaison with external partners such as Visa, Mastercard, Network International, MEPS, Brinks, and others, to ensure smooth coordination and service delivery.
- Monitored Central Bank reporting related to electronic banking and payment tools.
- Followed up on Apple Pay transaction reports and performance indicators.
- Reviewed and analyzed internal reports related to e-services and digital payment instruments.
- Prepared and executed marketing campaigns for card products
Assistant Manager E-Banking Retail & Corporate
Safwa Islamic Bank
Jordan
12.2018 - 06.2024
- Contributed to the development and implementation of effective strategies to enhance corporate banking services.
- Worked to improve the overall customer experience for corporate clients.
- Monitored all electronic banking channels dedicated to corporate customers.
- Coordinated with Relationship Managers to ensure full corporate client enrollment in digital banking services.
- Supervised and directly coordinated with clients regarding corporate cash deposit (CDM) services.
- Conducted monthly evaluations of ATM network performance, and performed field visits for new ATM installations.
- Coordinated directly with corporate clients to facilitate salary transfers via electronic channels.
- Oversaw and followed up with branches and Relationship Managers to ensure the issuance of instant deposit cards to corporate clients.
Senior Officer - Quality Assurance
Safwa Islamic Bank
Jordan
11.2017 - 12.2018
- Engineered and optimized business processes across all banking products and services.
- Contributed to the implementation of instant card issuance and CRM system projects.
- Participated in initiatives to enhance Customer Experience (CX) across various channels.
- Supported the development of bank-wide policies and procedures to standardize operations.
- Conducted root cause analysis of customer complaints, and recommended process improvements.
- Monitored branch queue management systems to ensure operational efficiency.
- Defined customer service time standards and Service Level Agreements (SLAs) for all branches.
- Performed field visits to branches to evaluate staff performance and service delivery.
- Delivered orientation sessions and ongoing coaching for branch and service staff.
- Conducted employee training sessions as part of structured training programs.
- Monitored social media platforms to track customer feedback, and ensure satisfaction.
- Coordinated with mystery shopping providers and developed visit scenarios to assess service quality.
Officer - Service Quality
Bank of Jordan
Jordan
11.2015 - 11.2017
- CX
- Customer retention.
- Follow-up Complaints and Analysis.
- Transformation - Coaching Scissions
- Branches' visits - these visits and meetings are useful in identifying and bridging gaps, and approaches that can be adapted in branches.
- SLA is a written agreement between the quality team and the other departments to ensure everyone understands the engagement, service of work, and expectations.
- Social media ensures that content is engaging, relevant, accurate, and up-to-date. It is also important to measure the impact of campaigns and identify areas needing improvement.
- CRM Project (Customer Relationship Management System)
Collection Officer
Bank of Jordan
Jordan
04.2011 - 11.2015
Collection Officer
Standard Chartered Bank
Jordan
02.2010 - 04.2011
Education
Bachelor - Accounting
World Islamic Sciences And Education University
Amman02-2014
Diploma (Intermediate College Certificate) - Accounting Information System
Al Quds College
Amman07-2009
Skills
Ability to build effective working relations with colleagues Excellent computer skills In Windows Environment Including Word, Power Point, and Excel, SPSS, database Management
Experience in data analysis and writing technical reports
Excellent interpersonal, communication and problem solving skills Proven ability to prepare, maintain and update once records and files Continuous and fast learner and dedicated to personal growth Creative Thinking Skills
Certification
- Maximizing Cards Profitability (Dubai)
- CQD "Certified Quality Director," United Institute Training Intermediary
- TOT
- Innovative design thinking
- VISA services
- ICDL
- Arabic and English typing
- Real world business essentials (CBP)
- quality objective
- process reengineering (end-to-end) at Safwa Islamic Bank
- CRM project at Bank of Jordan and Safwa Islamic Bank
- Training staff, quality assurance
- e-KYC data cleansing,
- Instant issuance project prepaid card plastic and wearable (planning, implementation, training)
Timeline
Manager E-Banking
Safwa Islamic Bank
07.2024 - Current
Assistant Manager E-Banking Retail & Corporate
Safwa Islamic Bank
12.2018 - 06.2024
Senior Officer - Quality Assurance
Safwa Islamic Bank
11.2017 - 12.2018
Officer - Service Quality
Bank of Jordan
11.2015 - 11.2017
Collection Officer
Bank of Jordan
04.2011 - 11.2015
Collection Officer
Standard Chartered Bank
02.2010 - 04.2011
Bachelor - Accounting
World Islamic Sciences And Education University
Diploma (Intermediate College Certificate) - Accounting Information System
Al Quds College
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