Head of Business Operations
STS PayOne
Total years of experience :20 years, 7 Months
• Lead the business and technical operations of the UAE national revenue collection system “eDirham”.
• Project manage system integration with backend, UAE central bank, UAE ministries and existing banks along with the private entities.
• Implement business strategies and best practices to focusing on revenue and market share growth
• Steer efforts to onboard new merchants to expand client base and accounts, and seek cross-selling opportunities
• Provide best-in-class customer service as per payment industry standards to enhance customer retention / loyalty
• Overseeing project completion timelines, while monitoring project costs and ensuring client’s satisfaction
• Manage eDirham Payment Gateway & Payment channels (eCommerce, EPOS, Wallet, mobile payment, e-Debit, e-Direct, e-Guarantee and e-Attestations) along with day-to-day and BAU client interactions
• Developing and nurture relationships with clients (Federal and Non-federal government entities)
• Formulate and implement new policies and procedures designed to bolster productivity and reduce cost
• Develop and finalize Service Level Agreements (SLAs), and ensure strict compliance thereof
• Own all EFTPOS payment channel aspects, schemes certifications and cards acquiring and processing
• Manage the system reconciliation and Ministerial quarterly and annual financial closures
• Introduce latest technologies to drive digital transformation of payment processes
• Identify and mitigate operational risks while organizing Business operational data to forecast performance trends
• Update and resolve incidents and manage accessorial charges objectively while maximizing profit.
Key Achievements
• Cut down overall operational costs by more than 70%.
• Managed the entire operations for the eDirham G2 system, and onboarded more than 150 government and semi-government entities along with 2000+ business & service provider centers thereby increasing the system revenue.
• Installed 12, 000 EFTPOS terminals at merchants and maintaining them for 9 years
• Secured schemes certification (Visa and Master) and built the closed loop Alhaselah eDirham cards channels
• Developed business with key accounts as a focal point of contact, and significantly improved service levels
• Added over 20 new accounts contributing to 100% increase in revenue
• Enhanced account management practices by predicting competitive threats and outlining proactive solutions
• Finalized pricing, negotiated and structured favorable deals and signed agreements
• Strengthened customer relationships with proactive and collaborative approach to address customer issues
• Garnered multi-millions dollar of revenue while managing high-profile accounts
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Bachelor degree in Computer Information System (C.I.S) Applied Science University (A.S.U) – July 2004 Amman, Jordan