حسن شهيد

• Key Responsibilities & Achievements

• Successfully managed and executed multiple high-impact projects to enhance the banks strategic growth, customer satisfaction, and operational efficiency.
• Led ideation, validation, and market analysis sessions from boot camps, CSR challenges, and employee engagement sessions, transforming them into minimum viable projects.
• Developed business models, financial plans, and documentation, overseeing the entire project lifecycle from planning, execution and development to UAT and final deployment.

Key Projects & Impacts

• Prepaid Card for Tourists and New Customers: Launched a prepaid card for Saudi Arabian tourists and new customers, enhancing growth and customer acquisition.
• Auto-Saving Tool for Existing Customers: Rolled out an auto-saving tool, attracting younger customers and promoting saving habits.

• Video Calling Solution for Customers with Hearing Disabilities: Introduced video calling services, improving accessibility and customer satisfaction as the first in Saudi Arabia.

• SWOT Team for Critical Issues: Established a SWOT team to address critical issues, boosting employee satisfaction and reducing response times.

• AI Chatbot for Employee Support: Deployed an AI-driven chatbot for employee queries, increasing productivity and satisfaction with immediate query resolution.
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• Key Responsibilities

• Strategically led multi-million-dollar projects across the Red Sea region, ensuring alignment with corporate goals and surpassing stakeholder expectations.
• Directed cross-functional teams in diverse global locations, optimizing performance and achieving project milestones within scope, budget, and timelines.
• Cultivated key stakeholder relationships, including government entities and industry leaders, fostering client satisfaction and unlocking repeat business opportunities.
• Implemented cutting-edge technologies and rigorous quality assurance measures, ensuring project excellence, cost-effectiveness, and compliance with regional regulations.
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• Key Responsibilities

• Led cross-regional Project Manager Collaboration for seamless project execution and customer satisfaction.
• Executed a comprehensive project framework from requirements to enhancements, ensuring goal alignment.
• Coordinated to help maintained a clear product backlog for smooth project execution and handled impediments proactively.
• Orchestrated global product deployments and fostered strong client relationships.
• Utilized Jira, Confluence, and Microsoft Project Professional for transparent tracking and efficient collaboration. Translated customer feedback into actionable insights for responsive products.
• Led end-end UAT test cases creation, testing and product transition to MVP and to production/ live.
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Key Responsibilities:
• Led cross-regional Project Manager Collaboration for seamless project execution and customer satisfaction.
• Executed a comprehensive project framework from requirements to enhancements, ensuring goal alignment.
• Coordinated to help maintained a clear product backlog for smooth project execution and handled impediments proactively.
• Orchestrated global product deployments and fostered strong client relationships.
• Utilized Jira, Confluence, and Microsoft Project Professional for transparent tracking and efficient collaboration.
• Translated customer feedback into actionable insights for responsive products.

Key Achievements:
• Enhanced Dev Ops Productivity: Introduced Jira & Confluence in the Dev Ops department, boosting productivity and performance visibility.
• Simultaneous Multinational Project Delivery: Successfully managed multiple projects for NZ government and UK enterprise clients.
• Streamlined Issue Management: Resolved a significant customer issue backlog, elevating satisfaction and driving revenue growth as program manager.

• Key Responsibilities
• Managed Siebel product/pricing projects, ensuring post-quality control.
• Led and coached a team, driving global project execution and process efficiency enhancements.
• Developed global documentation standards for consistent decision-making.
• Collaborated cross-functionally to optimize operations and align with organizational goals.
• Implemented pricing updates in central quoting system for accuracy and competitiveness.
• Generated concise project reports for informed decision-making.
• Designed process maps, enhancing operational efficiency.
• Leveraged advanced analytics tools for actionable insights and process improvements.
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• Managed Siebel product/pricing projects, serving as the liaison for both functional and technical aspects, ensuring post-quality control.
• Supervised business analysts, driving successful global projects and initiating process efficiency improvements.
• Developed documentation for global consistency in commercial decision-making.
• Collaborated with cross-functional teams to innovate and optimize business operations.
• Implemented pricing changes in the central quoting system for timely updates.
• Produced detailed project status reports and presented insights to stakeholders.
• Designed process maps and testing strategies in alignment with project goals.
• Utilized advanced data analytics tools (MS Office, MS SQL, MS Power BI) for insights and recommendations.

• Key Responsibilities
• Led and directed business analytics projects, ensuring effective planning and execution.
• Coordinated with cross-functional teams to gather requirements and translate them into actionable insights.
• Managed project timelines, resources, and deliverables to ensure timely and quality outcomes.
• Utilized Microsoft Project and SharePoint for efficient project coordination and documentation.
• Conducted process improvement initiatives to enhance project coordination and communication.
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• Managed international contact center operations, ensuring adherence to quality standards and performance metrics.
• Led and coached a team of agents, driving productivity and customer satisfaction through mentorship and feedback.
• Implemented workforce strategies, optimizing staffing levels for improved operational efficiency.
• Collaborated cross-functionally to develop and implement process improvements for enhanced service delivery.
• Managed customer escalations and resolved complex issues to ensure high satisfaction and retention levels.
• Conducted training sessions on customer service and product knowledge to enhance agent performance.