Clarence louis Fernandes

• Lead the strategic growth and end-to-end management of the bank’s card portfolio, encompassing credit, debit, and prepaid products, with a focus on customer acquisition, usage, profitability, and innovation. • Serve as the Project Manager for all Visa card-related initiatives, ensuring successful delivery of card product launches, platform migrations, and technology integrations. • Act as the primary liaison between Oman Arab Bank, Visa regional teams, business partners, and internal stakeholders, managing commercial relationships, aligning on business priorities, and driving joint initiatives across product, marketing, and compliance. • Utilize data analytics and portfolio insights to design and implement product strategies that improve activation, usage, and portfolio profitability. • Oversee regulatory and compliance alignment for card products in collaboration with internal risk teams and external partners, ensuring full adherence to local and Visa regulatory frameworks. • Collaborate cross-functionally with IT, operations, marketing, and digital teams to develop and deliver seamless cardholder experiences and drive channel optimization. • Lead pricing, interchange, and P&L strategy for the Cards business, optimizing returns while staying competitive in a dynamic market. • Champion customer-centric innovation by evaluating market trends, introducing new card propositions, and enhancing loyalty and rewards programs.

• Spearheaded client engagement initiatives across 40+ banks in the Middle East and Africa, cultivating strong, trust-based relationships with senior stakeholders across issuing, acquiring, and processing domains. • Developed and implemented customer service strategies that enhanced satisfaction, deepened loyalty, and aligned tightly with AFS’s strategic business goals. • Led cross-functional projects focused on process re-engineering, ensuring operational efficiency, timely execution, and measurable improvements across client touchpoints. • Worked closely with internal business, technology, and operations teams to align customer service efforts with broader organizational objectives and service-level commitments. • Leveraged client feedback and service analytics to identify pain points, uncover trends, and develop data-driven action plans to elevate the customer experience. • Introduced service innovations by staying ahead of customer experience trends and technologies — positioning AFS as a forward-thinking provider in the payments processing and acquiring space.

• Led end-to-end business transformation initiatives within the Contact Centre, delivering measurable improvements including a Net Promoter Score increase of 40%+, 99%+ digital adoption, and significant enhancements in revenue, efficiency, and cost control. • Owned and implemented digital migration strategies, achieving a 45% reduction in call volumes and 65% drop in branch footfall, all while maintaining a seamless and superior client experience. • Translated insights from Voice of Customer (VoC) programs, regulatory changes, and audit feedback into actionable roadmaps for digital transformation and process reengineering. • Served as a core member of Citi’s Global Client Obsession Academy, collaborating across regions to drive the “War on Defects” program aimed at systemic customer experience improvements. • Mentored multiple Six Sigma Green Belt, Yellow Belt, and Lean projects, driving continuous improvement across key metrics including NPS, CSAT, RSAT, First Call Resolution, and complaint resolution efficiency. • Held central ownership for the Quality Assurance Framework and Learning & Development across all customer-facing channels, fostering a culture of service excellence and capability building.

• Manage and own the end-to-end Client Experience Program • Root cause analysis of Cx parameters (NPS / RSAT / FCR / CSAT) and Business impact analysis • Strategize and drive "Client win back" initiatives for detractors and passives • Improve key client journeys , forecast and track increase in NPS against these improvements

• Contact Centre domain - Solutioning with service offerings, case studies and proof points • Collaborate with internal subject matter experts and technical architects to devise client solutions. • Develop proposals and pricing models for innovative solutions.

• Analyse client feedback received from “Voice of Customer” channels for underlying pain points. • Analyse key client journeys for rummage and propose reengineering opportunities • Ensure consistent delivery of client delight though effective training, L&D initiatives

• Contact Centre processes - Lift and shift strategies • Eliciting requirements - process simplification, enhancements and staff empowerment.

• Delivery of Cx parameters (NPS / RSAT / FCR / CSAT) for the 400+ seater contact centre • Responsible for staff recruitment & Induction training strategies. • Responsible for staff training & development, coaching and change management strategies.

• Determine operational strategies - Needs assessments, performance reviews, capacity planning, and cost/benefit analyses • Define and drive high standards for quality, customer service, sales and productivity • Responsible for all facts of people / team management

Responsible for improving client engagement index through service activation and cross sales

Responsible for managing day to day KPI delivery across Service, Sales and Retention.