Executive Banking Leadership
Khaled Ahmed AlGhamdi.
Contact Center & Customer Care Leader
Customer Experience · Banking Operations · Operational Excellence
Leading customer care transformation through strategy, operational excellence, and disciplined execution in regulated banking environments.
13+
Years in Banking
3
Banking Institutions
10
Certifications & Programs
PMP®
Certified
Leadership Portfolio
Built for complex, high-stakes customer operations.
A career spanning contact center establishment, regulatory escalation, fraud operations, workforce performance, and quality transformation.
Contact Center Establishment
Contributed to the successful establishment of NBK KSA's Contact Center by supporting the design of its operating framework, governance model, performance measurement, and management reporting capabilities.
02Regulatory Compliance & Fraud Operations
Strengthened complaint management and fraud-control processes through standardized workflows, cross-functional coordination, and regulatory alignment.
03Workforce & Operational Performance
Advanced workforce planning and staffing optimization, using KPI monitoring to sustain service delivery targets.
04Quality & Continuous Improvement
Enhanced customer operations through quality frameworks, calibration practices, and process improvement across multiple banking environments.
Regulated Operations
SAMA complaint escalation and fraud-risk workflows.
10 Credentials
PMP®, COPC, quality, CX, analytics, and improvement.
4 Capability Pillars
Leadership, operations, CX, and project management.
Career Highlights
Contact Center Establishment
Shaped how NBK KSA's contact center would run before its first day live, contributing from inception through scale-up.
Banking Operations Leadership
Directed large-scale, multi-shift retail banking operations at Bank Albilad and Samba, stepping into full operational leadership during management coverage.
Regulatory & Complaint Management
Primary owner of SAMA-regulated complaint escalations at Bank Albilad, ensuring compliance ahead of a dedicated specialist role.
Fraud Risk Management
Managed fraud exposure end-to-end — verification, card blocking, and Fraud Department escalation — protecting customers and the institution.
Executive Reporting
Prepared daily, weekly, and monthly reporting and presented results directly to senior leadership in the manager's absence.
Project Leadership
Applied PMP principles to strengthen stakeholder alignment and improvement initiatives across customer operations.