Open to opportunities

Muhammad Idrees

@muhammadidrees4

Message

I lead global fintech customer operations, AI support, and scalable service transformation.

United Arab Emirates

Message

What I'm looking for

I'm looking to lead customer experience and operations transformation in fintech or financial services, scaling global teams, AI-enabled support, onboarding, service quality, and sustainable growth.

I've led customer relations, sales, onboarding, support, and operations for Exclusive Group across Cyprus, the UAE, Armenia, Malaysia, Nigeria, and Vietnam. I overhauled onboarding to reduce customer verification time by 97% and deployed AI-enabled chat support that achieved more than 96% positive responses.

At Exinity Group, I established a UAE Centre of Excellence and centralized customer service from seven global locations. I managed financial strategy, budgets, and resources with Legal, Compliance, and Dealing teams, reducing operational costs by 29% while maintaining CSAT above 90%.

Across 18+ years in fintech, FX, CFDs, online brokerage, and financial services, I've built and led global teams of 100+ people, strengthened SLA and quality programs, and delivered customer journeys that scale across markets.

Experience

Work history, roles, and key accomplishments

Chief Customer Relations Officer

Exclusive Group

Oct 2023 - Sep 2026 (2 years 11 months)

Led retail and institutional sales, business development, customer service, and operations across multiple countries. Deployed AI and omnichannel systems, improving CSAT to 94% and achieving over 96% positive AI responses.

AI NLP Omnichannel Customer Service Sales Business Development Onboarding Regulatory Compliance