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Operational Procedures

End-to-End Customer Journey​

1. Acquisition Phase​

Marketing & Lead Generation​

acquisition_channels:
  digital:
    - Digital marketing campaigns
    - Website optimization
    - Mobile app promotion
    - Social media presence
    
  partnerships:
    - Partner referrals
    - Business associations
    - Industry events
    - Strategic alliances

lead_capture:
  information:
    - Basic contact details
    - Business information
    - Financing needs
    - Marketing preferences

2. Registration Process​

Identity Verification​

Document Collection​

required_documents:
  identity:
    - National ID
    - Business license
    
  business:
    - Commercial Registration
    - Tax Registration
    
  financial:
    - Bank statements
    - Financial statements

3. Application Processing​

Business Assessment​

Loan Parameters​

loan_request:
  parameters:
    - Requested amount
    - Preferred tenure
    - Purpose of financing
    - Repayment preference
    
  validation:
    - Eligibility check
    - Document completeness
    - Information accuracy

4. Credit Assessment​

Assessment Process​

Risk Assessment​

risk_evaluation:
  credit_checks:
    - SIMAH credit report
    - Payment history
    - Credit exposure
    
  business_analysis:
    - Financial performance
    - Industry assessment
    - Market position
    - Business model

5. Approval & Documentation​

Approval Process​

Documentation Requirements​

contract_process:
  documents:
    - Offer letter
    - Terms and conditions
    - Promissory note
    - Payment schedule
    
  compliance:
    - AML verification
    - Regulatory checks
    - Authority validation

6. Disbursement Management​

Pre-Disbursement Checks​

disbursement_checks:
  account:
    - Bank account validation
    - IBAN confirmation
    - Beneficiary verification
    
  shariah:
    - Commodity purchase
    - Sale transaction
    - Documentation

Fund Transfer Process​

7. Repayment Management​

Payment Processing​

payment_management:
  regular_payments:
    - Monthly collections
    - Payment tracking
    - Receipt generation
    - Reconciliation
    
  special_handling:
    - Early payment requests
    - Payment difficulties
    - Restructuring needs
    - Collection process

Account Monitoring​

8. Closure Process​

Loan Completion​

closure_process:
  verification:
    - Outstanding balance check
    - Payment completion
    - Account reconciliation
    
  documentation:
    - Closure certificate
    - System updates
    - Records archival

9. Repeat Loan Process​

Fast-Track Assessment​

Customer Support​

Support Framework​

support_channels:
  digital:
    - Online chat
    - Email support
    - Mobile app support
    - Help center
    
  direct:
    - Phone support
    - Relationship manager
    - Branch support
    
service_standards:
  response_times:
    urgent: 1 hour
    high: 4 hours
    normal: 24 hours
    
  quality_metrics:
    - First response time
    - Resolution time
    - Customer satisfaction

Best Practices​

Process Excellence​

  1. Standardized procedures
  2. Quality control checks
  3. Regular audits
  4. Performance monitoring

Customer Experience​

  1. Clear communication
  2. Efficient processing
  3. Responsive support
  4. Regular feedback collection

Risk Management​

  1. Comprehensive assessment
  2. Regular monitoring
  3. Early warning system
  4. Proactive management

Compliance​

  1. Regulatory adherence
  2. Documentation maintenance
  3. Regular training
  4. Audit readiness