Aya Alkawa

Drive process evaluation and improvements for digital process excellence, preparing E2E efficiency and analysis reports that identify root causes and measure organizational performance for stakeholders.

Led corporate digital transformation and redesign of customer journeys, reducing customer data entry effort by 60% and cutting internal TAT by 76% through scorecards and dashboard-driven improvements.

Created an integrated automated workflow across departments that reduced error rate from 16% to 4% and halved TAT, standardizing SLAs and digitizing customer letters to deliver same-day service.

Documented and monitored business processes and SOPs, analyzed error rates and service quality metrics, and supported bank-wide streamlining initiatives to improve operational performance.

Conducted analyses of process effectiveness, facilitated stakeholder workshops, and rolled out operational excellence programs to embed continuous improvement across divisions.

Managed loan operations including account openings, loan execution, documentation review and SME lending processes while improving workflows and handling escalated client issues.

Managed administrative facilities, tracked bank assets and storage, coordinated meeting room reservations, and handled staff complaints to ensure timely resolution.

Bachelor’s degree in Mass Media & Communication, Broadcasting department, completed in 2008.

Completed IGCSE graduation in 2004.