Co Founder-Digital
Pick & Click Payment Services Provider / FinTech
Total years of experience :15 years, 8 months
Ø Led a team of 36, (, 6 supervisors, 1 Business Intelligence manager, & 29 Digital ROs and Senior ROs) in addition for promoters’ team of +- 50.
Ø Managed 5 units (Bills collection, agency banking & promoters, digital gateway acquisition and integration, merchant & POS terminals acquisition and BI unit)
Ø Led the building of a network of (2000 dealers, 8000 merchants, 160 Agents)
Ø Launched and managed 2 digital assets products (QR based) in corporation with the leading telecom company, piloting the launch of an investment product with Stock exchange market and the leading exchange house
Ø Managed to enhance branches operations efficiency in terms of (waiting and service time) by 9% through driving traffic to digital services and reduced retail Opex which led to cost savings
Ø Established partnership with 4 leading digital payments companies and a telecom operator, managed integration to launch commercial activates for, POS, digital payments, digital gateway, Mobile wallet to bank account and a credit product with the telecom operator.
Ø Managed the Bank’s App and portal continues development in alignment with the Omni channel strategy, to make sure that the bank’s customers have pleasant and seamless journey through the bank’s digital channels.
Ø Founded the BI ecosystem with the BI team to provide needed analytics and insights for the Digital Business.
Ø Achieved 142% of 2021 KPIs.
Ø Executed direct sales tactics while using promoters team to acquire and board new digital users to the bank at (universities, malls, …..) and achieved over 26, 000 new digital accounts
Ø launched 9 CVM campaigns to leverage the MOU % and reduce the churn rate
Ø Collaborated with marketing department to prepare all marketing collaterals (flyers, guidebooks, social media…) and launched 7 digital banking (ATL and TTL) marketing campaigns
Ø Led a team of 57, ( 4 area managers, 7 supervisors, analyst, logistics officer, 6 help desk & 38 Retail Reps), Setting regional action plans and monthly tactics (incentive, commissions…).
Ø Managed direct & online marketing activities (Events MGT, measuring ROI of Mkting campaigns…)
Ø Prepared & managed the execution of a Midterm strategy for Retail Department, which main pillars were Smart Commission & Incentive schemas, team KPIs upgrade to be aligned with Smart Comm, upward method in setting regional tactics & Best practice to utilize CAPEX & OPEX to achieve the OPCO’s objectives efficiently and effectively
Ø Managed a Help Desk team of 6, while maintaining high levels of performance for customer service metrics including: call answer rate, call quality……ect.
Ø Handled the Mobile Money launching project from S&D side.
Ø Participated in designing & launching a “data” revenue, end user offering & 3G retention offer (CVM).
Ø Launched Devices Management strategy (affiliation with OEM vendor, Coded & encoded dealers), achieved 163% of data users target.
Ø Developed Loyalty Program for 3000 POS across the country to increase market share & penetration
Ø Developed the concept of in-house (Sales Force Optimization App & POS loyalty program “Dealers Shine”) and managed launching both of them, which reflected in increased sales force efficiency and visits effectiveness (measured through quality surveys score, CLF and dealers’ satisfaction score (reflected in increased sales and market share).
Ø Orchestrated 2017 & 2018 Commercial Action Plan for Sales Division departments’, which led to the over-achievement (124%) of 2016 3G, 4G and ADSL Products target.
Ø Performed quality audit of the 38 sales representatives and the 8 distributors’ performance
Ø Analyzed Direct & Indirect Sales Channels performance, provided recommendation to further thickens their revenue margins, develop sub channels and refined their process i.e. (stock management system, Taxi direct sales channel, & KPIs update for distributer’s quota...)
Ø Identified Control Points, Assigned owners and appraised the feasibility of the Revenue Assurance & Fraud P&P & tools.
Ø Handled the entire life cycle of Retail products & services such as ((SME (pharmacist loan, Laboratories Loan.), Credit & Debit cards, QNB first premium banking service, Assets and liabilities, )
Ø Drafted & Managed Retail department business plan execution & prepared the budget for the years (2015-2016)
Ø Managed a portfolio of accounts over USD 5 MIO which includes consumer accounts
Ø Participated in ALCO on regular basis, provided feedback of the Retail business (Assets & Liabilities), acted within Alco’s guidelines to ensure achieving required liquidity rates, and targeted spread.
Ø Drafted the Quality dept plan for 2015, updated the critical success factor and KPIs to insure preserving the service level quality at the branches. & preparing for the new mystery shopping campaign.
Ø Planned & Managed the Marketing campaigns of the Retail Products, Service & Cards, Assets and liabilities
Ø Managed, coordinated & controlled several projects such as (Mobile Banking, Online Banking, Customer Relationship Management system, Roles & Responsibilities matrix, Branches expansion project that included the opening of 15 branches across 7 governorates).
Ø Prepared the Retail dept budget and Executed the business plan for the years (2010 - 2014)
Ø Administrated a liabilities portfolio of USD 5 MIO & Assets portfolio of USD 18 MIO.
Ø Built and managed insurance partner relationship with the 3 leading insurance companies in the market (UIC, Syria Arab, SII) while ensuring effective negotiations to build strong fee based income platform.
Ø Trained the branches staff (up to 150 employees) on products features and it’s sales techniques.
Ø Drafted the Policy and Procedures of the Retail Products & Services (Personal loan, Internet Banking service, …)
Ø Participated in developing, producing and updating the Retail dept annual Risk ‘business continuity plan (BCP)’ for the years 2012, 2013, 2014 & 2015, including (., KPIs, emergency response procedures, identifying risk owners).