Director-Retail & Digital Payment Solutions
Etisalat
Total years of experience :30 years, 2 months
Etisalat Digital is a business unit of Etisalat driving digital transformation by enabling enterprises and governments become smarter through the use of the latest technologies (now re-branded as “e& enterprise”). The unit provides digital solutions including cloud, cyber security, digital marketing, digital payments, Internet of Things (loT) and big data and analytics. My team spearheads state-of-the-art solutions for Digital channels, Digital payments and eCommerce.
•Restructured the Digital Payments offerings to create a unified Omni-channel Payments Platform interfacing all products/channels and offering a single dashboard view of all transactions.
•Introduced Payment as a Service (PaaS) platform with micro-services architecture to enable large merchants to enable multiple features with a single unified API with the Etisalat Payment Gateway as the core layer.
•Introduced a new product (Digital Payment Kiosks) as a Managed Service. Successfully pitched it and secured 3 new large enterprise customers for this solution.
•Conceptualized and launched a new Managed Digital KYC solution for offsite Biometric KYC of consumers.
•Established a new AI enabled self-service and automated retailing solution using facial recognition and advanced Computer Vision Technology. Currently under POC for 3 large enterprise customers.
•Led the implementation of UAE’s first independent Managed POS solution (for RAKBANK).
•Revamped the Mobile POS (mCashier) product with enhanced device offerings and a revised pricing model and customer proposition. Also integrated with the Digital KYC solution.
•Co-created the new SME Payments cloud solution with fully hosted and integrated Payments/eCommerce components with a full range of Managed Business Services for this segment.
•Implemented UAE’s first IoT Payments use case with payments integration to eSIMs installed in GM cars sold in the region.
•Managing innovation challenges for Etisalat at Dubai Future Accelerator, DIFC Fintech Hive, Hub71 and other key Fintech enablers in the region.
•Identifying partnership opportunities with Fintechs, Banks, Service Providers, Solution Providers and Government entities and executing the Partnership agreements.
Remitr is a new-age Fintech start-up focussed on digital cross-border payments. I spearheaded the launch of UAE’s first Digital mobile money transfer app, Remitr, which enables users to make 24x7 international money transfers in a safe, convenient and cost-effective way, while incorporating new technologies like Blockchain and Machine Learning into key processes.
•Drove concept, product specifications and design, user experience design and roll-out of Remitr mobile app, along with bespoke back-office transaction screening and processing system.
• Developed tie-ups with licensed Exchange House partners to launch Remitr mobile app in 2016, enrolling more than 20K customers within one year.
• Successfully pitched the business idea and earned acceptance for incubation at in5 Innovation Centre (Dubai Internet City).
• Awarded by Forbes Middle East as one of “Most Promising UAE Start-ups” in 2016 and one of “Top100 Start-ups in the Arab World 2017”.
Emirates NBD is the largest bank by assets in the region and has been formed as the result of a merger between Emirates Bank and National Bank of Dubai.
With the combined strength of two of the largest banks in the UAE, Emirates NBD offers a diverse banking services to its customers.
My role encompassed the following areas:
•Managing the bank’s CRM unit with emphasis on achieving best in class customer experience on all channels.
•Development, implementation, training, rollout and service delivery of the bank-wide CRM system with components for Campaigns, Lead Management, Customer Service and Analytics.
•Implementing the bank’s “Multi-channel strategy” program aimed to drive an integrated customer service and sales experience and utilize cost-saving and revenue generating opportunities across all remote, proximity and manned channels.
•Providing enhanced personalized services to the bank’s High Net Worth (HNW) customer base.
•Managing the bank’s phone banking services and IVR, including monitoring, coordination and relationship management for Call Centre services with the outsourced service provider.
•Leading process improvements to enhance customer experience while acting as the voice of the customer for driving transformation plans.
•Close interaction with Marketing, Sales, IT, Business Intelligence, Risk, Compliance and Operations teams.
•Strategic alliances and partnerships with key local and global partners for new services.
Key achievements
•Successfully managed the complete implementation and rollout of the bank-wide Siebel CRM system with modules for Marketing, Sales, Service and Analytics in a record timeframe (2000+ users).
•Identified new avenues, opportunities and offers for revenue generation via e-channels and the creation of end-to-end process for sales, fulfilment, documentation, pricing and promotions.
•Harnessed CRM systems to establish seamless end-to-end sales capabilities to launch integrated targeted multi-channel campaigns and enhance service excellence through increased process automation, the provision of a single 360○ view of customer relationship at all customer touch points and enablement of customisable reporting across all units; achieved +25%~year-on-year growth in sales via e-channels across all products.
•Enhanced customer service and sales interaction experience by implementing a customized iPad application for Priority Banking and Wealth Management Relationship Managers.
•Implemented “dynamic” self-service IVR presenting menu options to customers as per their product holding profile, resulting in 7% reduction in agent-assisted calls; introduced a self-service IVR for SME customers.
•Launched the bank’s first “Service to Sales (S2S)” program at the inbound call centre.
•Won the bank-wide Customer Experience Award for e-channels unit for last two years in a row for best customer service rating.
• Lead the development and customer fulfillment of Payment Services across all delivery channels of Emirates NBD, including interface with service providers and other key enablers
• Product Management, profitability, enhancements, pricing, promotion and marketing for the bank’s Prepaid Payroll Card portfolio
• Active interaction and Relationship Management with the bank's corporate customers of Prepaid Payroll cards to ensure smooth on-boarding and servicing
• Making the bank’s Prepaid Payroll Card portfolio profitable within 2 years through a series of planned measures and strategic initiatives
• Implementation of a dedicated Prepaid Card Management System (PCMS) to reduce costs through process automation, enhance product features and increase revenue potential from various Prepaid product offerings
• Drive various initiatives for compliance/regulatory mandates for Payment instruments, e.g., Interface with Ministry of Labour & UAE Central Bank’s Wages Protection System (WPS) for Prepaid Salary Cards and Bank Accounts
• Key role in the post-merger systems integration strategy team
• Lead the implementation and management of Oracle CRM system for the merged bank and execute a planned roll out across 2000 users
Founded in 1963, National Bank of Dubai (http://www.nbd.com) is the oldest locally incorporated bank in the southern Arabian Gulf.
I managed the self-service and direct banking channels of the bank:
-Online Banking Service (NBD Online)
-IVR based TeleBanking Service (NBD Telebank)
-SMS based Mobile Phone Banking (NBD Mobile)
-Development of bankwide CRM application (Oracle CRM)
-Functional Development of ATMs/CDMs
-Development of Remote Banking Services (“ATM on Wheels”)
Key learnings and areas of experience:
• Day to day management of all Direct Banking Channels
• Increase migration, usage, revenue generation, cost savings and profitability of all self-service and electronic channels
• Marketing and launch of new channels, including negotiations and tie-up with partners
• Bankwide roll-out, training and functional development of Oracle Customer Relationship Management (CRM), with a single view of realtime customer behaviour across all channels
• Conceptualization, implementation and launch of transaction level Dynamic Authentication on NBD Online (using RSA Token Devices) for both Individual and Corporate customers
• Implementation of new customer registration and access strategy for NBD Online and IVR
• Launch of Arabic version of NBD Online—the first of its kind in the UAE
• ISO27001 Certification for NBD Online Security by TUV, Germany
• Tie-ups and partnerships with key government organizations / utilities (e.g, Dubai E-Government) to set up online interfaces for NBD customers
• Implementation of “segment-based” online product offering for Non-Resident Indians (NRIs) in partnership with India’s HDFC Bank
• Develop and formulate profitability models for channel usage
• Conceptualization, design, fabrication, promotion and launch of NBD’s first Remote Banking vehicle (ATM on Wheels) with GPRS connectivity
• New product/channel development; market research and analysis, opportunities for new products, features, pricing, etc.
I worked as Channel Manager and managed the self-service and electronic channels of the bank:
-ATM Network
-Automated Instant Cash/Cheque Deposit Machines Network
-Self-service banking locations (meBANKs)
-Online Banking (BankNET)
-Websites (www.me.ae)
-IVR based Phone Banking (meCALL)
-SMS based Mobile Phone Banking (meMOBILE)
-Online Banking via Personal Digital Assistants (mePDA)
-Monthly in-house entertainment/promotional TV program (meTV)
-Remote Banking Services (“meBANK on Wheels”)
Key learnings and areas of experience:
•Day to day management of all Direct Banking Channels
•Increase usage, revenue generation, cost savings and profitability of self-service and electronic channels
•New business generation (acquisition) through online / electronic channels
•Direct marketing and one-to-one (interactive) marketing
•New business generation (acquisition) through non-traditional channels, e.g., online, SMS, etc.
•Marketing and launch of new channels, including negotiations and tie-up with partners
•Multi-channel Customer Relationship Management (CRM), including the implementation of the new CIF Project
•Cross-selling campaigns via different channels (using Communication Manager and Data Warehouse)
•Implementation of new customer access strategy for IVR and addition of new services and applications to the IVR tree based on customer demand
•Implementation of “segment-based” projects with International partners e.g., for meNRI (with ICICI Bank)
•Implementation of Data Warehouse and other data management systems
•Formulate new profitability models for channel usage
•Conceptualization, design, fabrication, promotion and launch of UAE’s first Remote Banking Service (meBANK on Wheels)
•New product development; market research and analysis, opportunities for new products, features, pricing, etc.
•Brief and discuss strategy, positioning, and creative concepts with Advertising Agency to formulate suitable media mix, themes and budgets
Arabia Online was the largest online service for the Arab World since 1995. I worked in the Marketing division of the company in the area of New Product Development (located at Dubai Internet City). My team worked on identifying and developing new online products/channels for the arabia online portal.
Key learnings and areas of experience:
• Conceptualization, implementation, launch and management of new online services
• New product development, including content development and sourcing
• Implementation of the region’s first Arabic enabled online Content Management System (CMS)
• Manage relationships with key corporate clients and partners including co-branded services
• Commissioning of professional market research
• Events and Public Relations, including agency management
• Distribution strategy for online services, including affiliate programs
Earlier, I worked as the Business Development Manager in our Amman office. We developed new plans for strategic relationships with other existing players in the Arab Internet Market, alongwith new product and service plans.
Key learnings and areas of experience:
• Key Marketing Initiatives and Corporate Branding
• Business Development, Partnerships and Corporate Strategy
• Launch and management of new services, including Middle East’s first personalized online service
• Events and Public Relations, including agency management
• Distribution strategy for online services, including affiliate programs
• Management of large online promotional campaigns
allindia.com Ltd. is one of the pioneering Web Solutions companies in India, established in March 1996. I joined the company during campus recruitment after my MBA at IIT.
Key learnings and areas of experience:
• Start-up management
• Key Marketing Initiatives and Corporate Branding
• Business Development and turnkey execution of large online solutions
• Consulting, web strategy and online branding
• Realtionship management with large customers and government agencies
• Identification and management of channels (franchises)
• Overseeing and coordination of PR, marcoms and other corporate promotional/communications campaigns and events
• Launch and management of new “community” portals
KEC International Ltd is a part of the RPG Group, India’s fourth largest business group. KEC is also the world’s second largest Power Transmission company.
As a Field Engineer, I worked in diverse functional areas. Apart from the overall function of Project Management, the job entailed marketing of projects, technical co-ordination, quality assurance at project sites, commercial and billing aspects, interaction with clients, manpower management, vendor selection and supervision.
Grade : 9.2 (Max 10), Rank 1 (Gold Medal)
Grade : First Class