لطيفة البدواوي

• Develop and implement the banks technology strategy, aligning with business objectives to
drive operational efficiency, digital innovation, and overall technology alignment with
enterprise goals.
• Partner with Vendors to assess and prioritize technology needs and oversee relationships
with third-party to identify Technology solutions that improve processing efficiency, data
security, and reporting.
• Partner with Business units and govern end to end transformational projects across the bank.
• Lead and ensure robust business continuity and disaster recovery plans specifically for
technology infrastructure and services. Conduct regular testing, risk assessments, and
updates to maintain high resilience against disruptions.
• Manage the annual capital (CAPEX) and operational (OPEX) expenditure budgets for the
Technology. Ensure investments in technology, infrastructure, and resources are aligned
with strategic goals and budget constraints, focusing on maximizing ROI while managing
costs efficiently.
• Identify and streamline governance processes to reduce costs, enhance speed, and minimize
errors, ensuring compliance with regulatory standards.
• Develop and oversee policies to mitigate transaction-related risks, ensuring a robust control
environment to protect client and bank assets.
• Optimize Technologys organization structure and headcount within budget, ensuring the
Technology is adequately staffed to handle current and projected workloads. Lead
workforce planning, recruiting, and skill development to support future growth and
operational needs.
• Implement strategies to improve the client experience in transaction-related services,
addressing any service issues and enhancing client satisfaction.
• Lead and govern engagement initiatives, including creating regular newsletters, hosting
townhalls, and organizing workshops to foster a culture of transparency, knowledge-sharing,
and collaboration within the Technology and across the bank.
• Work closely with senior leaders across departments to ensure transaction services align
with evolving customer needs and market demands.
• Establish and track key performance indicators (KPIs) for full Technology unit, reporting
progress and outcomes to executive leadership.
• Ensure to comply with local and international banking regulations, collaborating with
compliance teams to stay up-to-date with changing laws.
• Drive continuous improvement and change initiatives within Technology to adapt to market
changes, regulatory updates, and organizational restructuring.

• Develop and implement digital strategies to improve client experience across all online
touchpoints.
• Collaborate with cross-functional teams to ensure seamless integration of digital initiatives
with business objectives.
• Analyze customer behavior and data to identify opportunities for improving the digital
experience and optimizing conversion rates and provide daily, weekly, and monthly reports.
• Manage multiple projects simultaneously and ensure on-time and on-budget delivery.
• Develop and execute A/B testing and other optimization techniques to improve conversion
rates.
• Monitor and analyze digital KPIs to measure the success of digital campaigns and
initiatives.
• Identify industry trends and best practices to ensure our digital experience remains
innovative and engaging.
• Oversee a range of Digital Channels, including Consumer Online Banking,
ATMs/ITM/CDM, IVR system, Call Centre Services, SMS Banking, and Digital Branches.
• Handle the migration of physical transactions to digital channels .

• Lead the implementation of digital transformation projects using a customer-centric
approach.
• Develop project plans and ensure requirements and scope, effort and resources, budgets, and
quality are aligned with banks goals.
• Coordinate with internal and external stakeholders, including Legal teams, Risk and
regulatory stakeholders, and the project Sponsor or Steering Committee, to ensure project
success.
• Monitor adoption, churn, and retention rates using reporting tools and ensure adherence to
AML policies.
• Benchmark and monitor global and local markets and manage the Net Promoter Score.
• Continuously analyze current channels, customer behavior, and regulations to identify
commercialization opportunities .

• Led the commercialization of products and services and developed products and projects
that align with the defined strategy for the Interactive e-channels that are globally
competitive and customer-focused.
• Managed stakeholders to define and deliver on-line product capability and ensured all
products and projects added value to the P&L.
• Managed all product and project risks, including risk associated with fraud, data
management, legal regulatory/compliance, and the Net Promoter Score.
• Managed customer journey externally and internally through interactive systems and
prepared and executed internal and external digital adoption and engagement campaigns,
surveys, and other collaterals.
• Conducted full data analysis regularly and presented monthly reports and launched end-to
end campaigns through all channels (Social platform, website, Online, Mobile, SMSs and
emails).
• Conducted campaign analysis based on KPI metrics.

• Managed end to end clients requirements for profile and account services (TL updating, KYC
updating, etc )
• Adhered to Central Bank policies for money laundry and reviewed memorandum of association
and other legal documents.
• Used various systems to track customers requests and resolved customers and non-customers
complaints.
• Used advanced calculation skills to measure the interest rates and the payments required (for
credit cards, loans, overdrafts, and assets) and offered new packages and services to customers
on a daily basis.
• Used relevant systems (Oracle FLEX, SELECT, EDMS, Postilion, etc.) and reviewed credit
history and account transactions to ensure their legality.