BizBahrain Magazine Nov-Dec 2017

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Interview | Travelex Jacqueline Nosworthy General Manager for Bahrain, Travelex 44 November-December 2017
Interview | Travelex ONE-STOP-SHOP for Currency and Money Transfer bizbahrain talks to Jacqueline Nosworthy, General Manager of Travelex Bahrain about her experiences with the customer-centric approach of the company which has made it a one-stop shop for a portfolio of products and services. Tell us a bit about yourself and your career with Travelex. I joined Travelex South Africa in August 2011 as the Regional Manager for the Western Cape, Eastern Cape and Garden Route. Later I moved as the Regional Manager overseeing the Coastal region of South Africa incorporating additional regions. The Coastal region is a large region comprising of diverse cultures and, therefore, requires a nuanced approach as opposed to a ‘one-size-fits-all’ - something we are proud of at Travelex. My team succeeded in stabilising the regional performance with a strategy built around our ‘Customer First’ vision, backed up by an effective incentive programme to substantially improve the customer satisfaction levels. In 2016, I joined Travelex Bahrain WLL as the General Manager aiming to enhance the established business by focusing on our culture, ways of working and improving leadership from an operations/compliance, sales and marketing perspective. My team and I continue to develop new initiatives for our in-airport and downtown retail estate to boost long-term profitability. What challenges do you anticipate in Bahrain? In recent years Bahrain has been affected by periods of political volatility which has impacted tourism and business. We opened our first Bahrain airport FX outlet in 2004 with an additional downtown estate launching in 2006 when we extended our services to offer remittance. Our current Bahrain footprint spans 21 downtown branches and 5 airport branches. In order to remain competitive in the challenging local environment we are looking to further expand our portfolio of products and services creating a ‘one-stopshop’ for currency and money transfer. We envision online trading to be a significant growth factor. We ensure that we look at the location of each store and the customers it attracts to allocate staff who speak those languages and are aware of specific cultural nuances. What do you believe makes you stand out in an already crowded market? Our customer-centric approach, providing world class products and services as well as competitive exchange rates. At Travelex, we invest heavily in training and helping improve the performance of our retail staff. We ensure that we look at the location of each store and the customers it attracts to allocate staff who speak those languages and are aware of specific cultural nuances. Our long-standing commitment to compliance best practices is another factor that sets us apart. Customers can transact with us securely and with peace of mind. On the Business-to- Business front, we continue to expand our corporate customer base in line with local regulation to meet and exceed customer expectations. At Travelex, we invest heavily in training and helping improve the performance of our retail staff. The service you offer is in a way competition to banks. How do you think established financial institutions will react in the long-term? We provide our FX and remittance as a specialised service supported by our 40 years of industry track record and strong compliance backbone. We do not compete on the full scale with the financial services banks offer. We are not in a position to speculate on financial institutions’ behalf. Do you have a message for Travelex users in Bahrain? Travelex has a robust customer base in Bahrain and we would like to thank them for their custom and loyalty. We are committed to improving our services in line with the needs and wants of our customers in Bahrain and we will continue to invest in effective innovative platforms and products, extending our portfolio and local footprint to ensure convenience and ease of access. We are busy with some more exciting campaigns and look forward to seeing you in one of our branches soon. November-December 2017 45
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BizBahrain Magazine Nov-Dec 2017

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