Expansion Unit Head
Bank of Jordan
Total years of experience :18 years, 3 Months
Managing a team to run the channels projects to develop, enhance channels services to increase customer satisfaction and to increase the service migration between the branches to cheaper alternative channels seeking to increase bank’s profitability by decreasing the transaction cost, in addition to manage banks network (branches and ATMs) in Jordan and Palestine from business prospective and to provide high level management with the needed analysis and feasibility studies to take the best decision to open, close and relocate branches/ATMs depending on the banks strategies and market request.
Key Roles:
- Build banks strategic plan including new/relocation branches/ATMs depending on the market needs and in coordination with high level management.
- Manage implementation process with related departments, starting with defining the business requirement, developing the business plan, preparing and implementing the user acceptance testing to ensure running any change with no errors or bugs before launching the service to customers in order to proceed with execution.
- Prepare feasibility studies for new branch/ ATM in a presentable method to present it to high level management showing the advantages/ disadvantages for the location, in addition to display the expected transactions and revenue to seek the high level management approval to proceed with the new location.
- Manage all procedures with banks internal department and Central Bank of Jordan to collect the needed approvals to proceed with the new location branch and ATM.
- Run opening new branches projects starting from performing a filed visits to choose the best location, negotiating the owner and complete the contractual procedure.
- Manage several projects from business prospective involving new electronic channels and services such as; Palestine National Switch, Windows 7 Upgrade, Access Fees, ITM implementation, ATM Switch Replacement, BNA Deployment, and Queue system installation to enhance the channels services and increase the customer satisfaction.
Responsible for managing the bank’s channels and related projects in Arab Bank PLC Global, overseeing all day-to-day project activities from launch to completion, monitoring, reporting and supervising the progress of such projects.
Key Roles:
- Manage kick off meeting and agree with all the related department on programs / projects man-days and time plan.
- Build project plan and manage the implementation process with related departments, starting with defining the business requirement, developing the business plan, preparing and implementing the user acceptance testing to ensure running any change with no errors or bugs before launching the service to customers in order to proceed with execution.
- Prepare project documentation to head management to grant there approval to start with project implementation.
- Prepare monthly dashboard for program/ project to keep high level management updated with the program/ project progress and to escalate in case of delay on the project time line.
- Analyze the current services and develop strategic plans aiming to enhance the performance of the existing channels.
- Maintain and monitor the consistency and efficiency of the bank's e-channels that are considered a main point of contact to customers.
- Prepare a presentation to high level management presenting the project launching progress.
- Manage several projects in Jordan and Arab Bank PLC Global involving new electronic channels and services such as;
• EMV Instant Issuance
• Mobile number collection
• Dispense logic
• Offering Engine
• Palestine National Switch
• Windows 7 Upgrade
• Must University in Egypt
• Access Fees
• Customer account opening card
• Bahrain BENEFIT
• ATM Switch Replacement
• BNA Deployment
Monitor and support the Channels Migration Strategy in Jordan, to improve the overall performance and profitability of the Channels.
Key Roles:
- Implement channels business plan in line with the Retail strategy and budget.
- Assist Channels Managers in assessing and enhancing channels services.
- Analyze obstacles and coordinate with the related departments to solve any channels’ problems in order to ensure availability on a regular basis, and to take corrective action when needed to improve the channels’ performance.
- Prepare feasibility studies to upper level management for any potential ATMs, branches or relocation of an existing underperforming channel.
- Test new services through ATM channel and E- Channels before presenting them to customers.
- Contribute to the creation of all Marketing communication materials (i.e.s ATM signs, brochures, and website pages) in cooperation with the Marketing Department.
- Manage the ATM installation process between Arab Bank and all internal & external involved parties including ATM contractual process between bank and owner.
- Monitor ATMs’ outages through a daily computerized system that provide the Channels department with daily outages details to improve ATMs’ performance.
- Manage reporting fraud incidents between related departments and Criminal Police Department.
- Contributed to the following projects as business representative, and these projects are: Upgrade Open2 (ATM Switch), Bunch Note Accepter BNA, ATMs replacement, Corporate Card, Kids Deposit Card Project, Payroll Card, Phone Banking Registration, Internal Mail System and Statement Facelift.
Playing a vital role in providing support to the E-Channels Manager and the department functions.
Key Roles:
• Responsible for the smooth operations ATM channel, by assisting the E-Channels Manager in implementing business strategies aimed towards increased services of these non-branch distribution channels.
• Prepare site visit reports, site preparation, lease agreements, site approval, vendor communication, plan, track & monitor progress and provide business update pre/post implementations.
• Coordinate & install of new ATMs or replacement of ATM’s as agreed in the strategy document, as well as arrange relocation/ move of obsolete ATMs to warehouse with due care & protection.
• Liaise and be the key point of contact for all e-channel needs with IT and vendors.
• Monitor & update of Channel operations - Both Onsite and offsite. Escalate issues to respective business heads and seek early resolution.
• Prepare cost sheet analysis for new ATM installations to seek management approval.
A small size company established in 2005 for Shipping and Forwarding services.
Key Roles:
• Working as a liaison between both cargo owners and the ship owner in order to Monitoring the shipment process.
• Contacting cargo owners to receive their shipments.
• Finalize financial expenses with cargo owners.
• Playing a vital role in developing the company’s business via searching and communicating with potential international and local clients.
• Creating a structured manual and digital filing system in order to ease the tracking process and keep things organized.