Head of Payment Solutions and Business Innovation
Commercial Bank of Dubai
Total des années d'expérience :18 years, 7 Mois
Manage Public Sector payment solutions ranging from Face2Face & over the counter payments, online and m/e-commerce business. Payment knowledge area included; multi-channel architected payment acceptance & user journeys.
• Managed accounts relationships for: EiDA, MOI Across UAE, Smart Dubai Government, DED, DCD, Jafza, Dafza, MOFI & many other Government relationships in Abu Dhabi, Sharjah & Ajman.
• Work alongside the IT department to enhance the payment experience of customers (GOV) through key knowledge of government services.
• Steer personalized banking packages for government employees for cross selling opportunities.
• Drive and lead project execution of several payment enhancements as per Business Development needs and regulations compliances requirements,
• Improve on PSP Customer Service areas, Operational policies & Financial targets from 50Mto 75M.
• Maintain and develop relationships with existing customers as well as building new relationships through identifying prospects in line with the Bank’s appetite.
As Chief Commercial Officer & the Bank representative during the duration of the Project with the EDW entity my responsibilities spanned across Marketing Initiatives, Business & Sales development plans, Product & Brand Creation, and embedding Central Bank decisions.
• Key role-representing CBD in the Business Executive committee as well as the Acquiring committee where matters were raised for the committee approval.
• Establish and maintain close networking with Financial institutions/Non- Bank Financial Institutions across the UAE & GCC to identify business opportunities and form strategic alliances.
• Support senior stakeholders of the Wallet services, to review and evaluate functional requirements, to ensure that the scope remains aligned with overall business objectives through conducting regular workshops with Vendors and Member Banks technical & business representatives.
• Ensure that EDW is in compliance with all internal and external regulatory requirements and in line with guidelines provided by the Central Bank of UAE.
• Initiated business discussions for the ‘klip” Loyalty Program; idea generation, options, research framework and create customer / merchant onboarding process and schemes.
• Responsible for building strong working relationships with the Government sector and conducted presentations to raise awareness of EDW services and products on a regular basis.
Conduct Newspaper & TV interviews for the launch of “klip” at Gitex 2017.
- Managing Electronic Channels (Internet, ATM, SMS, Mobile, Phone Banking & CRM)
- Rolling out different utilities payment services through Electronic Channels
- Managing Mass Market Segment lifecycle - over 90K cards
- Analyzing Profit/Loss of onsite & offsite ATMs
- Developed and implemented channels & Feedback & Sales systems (CRM).
- Enhance the usage and adoption (100% CDMs use).
- Provide a segmented view of the customer, create personalized customer
experiences and establish digital principles for Retail, Priority and
Corporate users
- Manage complete digital channel suite of the bank including ATM, Online,
Mobile, IVR, SMS, Tablet, eStatement, Web-site, Social & Contact Center
- Increase revenue stream/ flow over digital channels through a
combination of product pricing, digital marketing techniques, fee based
transactions and distribution of third party services
- Single point of customer feedback and coordination via (CRM eFeedback)
§ Identify selling opportunities for potential customers.
§ Provide training and coaching to telephone service representatives where
needed.
§ Handle Private banking & VIP Customer service - premium phone banking.
§ Responsible for handling customer’s inquiries and requests, pertaining to
all banks products and services.
§ Sell financial products ranging from bank accounts, Credit Card, personal
and Car Loans.
(Institute de Empresa) Business School Executive MBA
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