Qaulity Assurance Manager
Union National Bank
Total years of experience :10 years, 3 Months
Improved Service Levels by Designing A Quality Assurance System for the Bank’s IT Department: The system addressed the following: Quality Assurance audit process for IT projects, Quality assurance audit process for IT processes, IT Service level agreements process design & monitoring, IT customer survey, complaints & feedback.
Managed Teams for Obtaining & Maintaining ISO 9001:2000 Certification: Managed & led the preparation of the IT departments for ISO certification & assisted through out the pre-certification audits. Developed & implemented processes & procedures for the IT in preparation for the ISO certification. Conducted internal audits as part of pre-audits for the ISO certification.
Led the Development & Implementation of COBIT & Project Management Methodology: Led a team for the implementation of COBIT (Control Objectives for Information & related Technologies) which is a process maturity/performance model for the IT industry. Led another team for designing the Bank’s Project Management Methodology & monitoring processes for business & IT projects.
Helped a Large Bank Effectively Manage Change: Designed & implemented a multi-tier help-desk approach process along with operational procedures to effectively run & manage the helpdesk. Conducted comprehensive analysis for the training needs of the bank’s main financial package & re-engineered & updated the material to include all the changes during the implementation process. Designed & conducted new training courses & constructed real business scenarios for the trainees to practice.
Increased Quality Awareness: Conducted gap analysis to identify areas for improvement & developed action plans to comply with ISO standards & Sheikh Khalifah Excellence Award. Conducted Quality Awareness Training for a number of branches for the same bank across several locations in the UAE. Contributed articles to The Bank’s quarterly magazine for increasing employee awareness on quality related issues.
Defined Standards & Developed Business Processes & Procedures: Prepared a quality control engagement plan Template to be used for all quality engagements within the organization & set-up quality assurance processes. Conducted quality audits for existing projects & evaluated & restructured quality assurance tools developed in house.
Improved the Software Development Process by Implementing Quality Control Procedures: Prepared a Quality Control Engagement Plan Template to be used for all quality engagements within the organization & prepared Test Data & Results Templates to be used for all quality testing engagements requiring documentation of these data.
Assigned quality engineers to new projects & provided them with guidance throughout the engagements. Assisted in devising a quality program for new employees.
Participated in the Analysis & Design of a Large Bank’s Core Software: Analyzed & reviewed user requirements of the Trade Finance Module of a software being developed for a major bank. This included analyzing Import Letters of Credit, Export Letters of Credit, Inward Documentary Collection as well as Outward Documentary Collection. Participated in the analysis & preparation of entity-relationship diagrams, entity-life cycles & process flow diagrams & prepared the initial data model. Participated in the design & review of the Trade Finance Module (Import Letters of Credit Sub-module, Export Letters of Credit Sub-module) to ensure user requirements are correctly incorporated in the detailed design & that the developed product meets design standards.
•Leading a team to support the running of the financial software in a large bank branch along with the old system as stage II of implementing the software in branches.
•Running with a team both the old system in the bank and the new system in one of the bank branches as stage I of implementing the software in branches..
•Preparing and delivering training for Trade Finance, Back-office, Front - office and head office units training.
•Functional support for different modules in Product Test.
•Execution of product test scripts
A masters degree in Total Quality Management and Business Excellence with a thesis designing a quality management model based on a case study of an organization in UAE.
Bachelor of Science in Industrial Engineering majoring in Engineering Management. Ranked 4th on the 81 classmates of 1991