Change Manager
Gulf Bank
Total years of experience :22 years, 3 Months
• Review change requests to accept or reject.
• Monitor and continuously optimize change requests queue.
• Ensure correct categorization and details of change requests.
• Ensure the risk, benefits and dependencies for change is well understood.
• Monitor and prioritize changes according to business objectives.
• Monitor the transition of changes to production by ensuring the
availability of minimum requirements before CAB approval.
• Convene the change advisory board (CAB) meetings to ensure rollout of
approved changes only.
• Coordinate planned changes for deployment to minimize the business
impact of downtime.
• Reduced post-releases’ issues
• Enable changes to happen safely by optimal orchestration between IT
teams.
• Mediate conflicts related to ant change.
• Conduct Post Implementation Reviews (PIRs) after the implementation of
changes.
• Maintain all change documentation (policies, procedures, templates, ..etc).
• Monitor and adhere to change management, SLAs, KPIs and KRIs.
• Facilitate internal audit, external audit and risk reviews when conducted
by respective teams.
• Produce planned and Ad hoc management reports.
Project Planning
• Develop, seek approval and implement IT project plans (e.g. resourcing, scheduling, key deliverables, milestones, cost estimates, etc.) for assigned IT projects in order to ensure effective resource management and adherence to quality standards.
• Manage implementation of IT projects and plan using well-established project management methodologies and tools in accord with established policies and procedures.
• Track and report progress of projects and initiate the resolution of issues, while escalating complex problems for management decision making.
• Project manager will manage more than one project up 3 projects, with varies budgets.
Project Management
• Own IT project management process for the assigned projects from preparation, RFP development, vendor and systems selection, decide project approach, through initiation until implementation in collaboration with IT Architecture and Standards, Systems Development, Infrastructure Development, and Vendor Management Office in order to ensure successful completion of projects in accord with defined quality guidelines
• Coordinate with IT Performance Management on change control activities for proper transition into operations.
• Coordinate with IT Performance Management on change control activities for proper transition into operations.
• Set up, manage and monitor the implementation of procedures and controls on the project including, risk, issues, quality, communications, configuration management, monitoring and reporting.
• Motivate and lead the team working on the project and ensure building Teamwork spirit amongst project team.
• Accountable to review and analyze staff salaries, settlements, bonuses, diem and admit through CSC system.
• Review and evaluate PAM Contracts while ensuring alignment with standards and regulations.
• Collate data on bills and payments of PAM and enter the data in Ministry of Finance (ORACLE) system.
• Review LGs and ensure alignment with standard by proper coordination with respective units.
• Follow up ongoing activities regarding manpower movement including employment requisitions, transfers, promotions, terminations, placement of temporary employees, .
• Assist in collecting, compiling and analyzing relevant data to be used in the department’s annual manpower planning exercise, i.e. manpower chart, budget, performance appraisal, etc.
• Manage the system for manpower planning to record employee status change, employment requisitions, performance appraisal, staff information to ensure that manpower data is maintained and updated properly.
• Maintain the filing system of the unit, utilizing all related references and records based on daily manpower movement to ensure that they are properly documented and their confidentiality is maintained at all time.
• Managed all business testing activities of business testers during each business testing phase/release.
• Coordinated with all stakeholders (IT and Business) to agree on testing scope, strategy and to select resources for development projects; managed all phases of testing with a development project.
• Maintained awareness of testing alternatives; assessed and advised on the practicality of testing process alternatives.
• Developed effective testing strategy and ensured adherence to business acceptance entry and exit criteria agreed on.
• Analyzed business testing processes, identified improvements and managed implementation &execution (COBIT 5).
• Managed all risks associated with the business testing and ensured preventative action against unacceptable risks.
• Ensured that any risks associated with the agreed test strategy and the system test plan are clearly documented and described to all stakeholders.
• Rendered strategic advice and guidance to stakeholders on testing, including training for testers and developers.
• Arranged meetings, briefing sessions with stakeholders and maintained healthy business relations with them during test planning and throughout subsequent development and testing activities.
• Handled responsibility for early life-cycle validation and verification (System Development Life Cycle).
• Managed production &approval of all testing deliverables and achievement of testing milestones during a project.
• Managed all changes aligned to a release, project and off cycles, coordinating with business ownership and the stakeholders during the change implementation.
• Consistently ensures compliance with assigned RCSAs, KRIs, Audit and Quality assurance reviews.
• Updated upper management (IT & Business) and respective heads of business units on progress of business testing.
• Conducted business analysis, identified strengths and weaknesses, understood business issues and data challenges faced with new projects and initiatives.
• Compiled, reviewed and edited detailed business requirements and specifications, identified areas of improvements and advised senior management on business processes and made recommendations related to proposed solution.
• Evaluated business processes, anticipated requirements, uncovered areas for improvement, and developed and implemented solutions.
• Analyzed current system designed, accordingly developed functional specifications, prepared detailed business cases for Executive management team as well as conducted business analysis of current state vs. benefits of change.
• Provided and supported the implementation of business solutions by building relationships and partnerships with key stakeholders.
• Led various project and initiatives testing efforts, managed project resources and evaluated the performance of project teams to ensure that targets and deadlines are met.
• Identified, tracked, reported and driven resolution of critical business issues in coordination with senior managers.
• Consistently focused on quality improvement and data management, ensuring data is reliable and valid.
NATIONAL BANK OF KUWAIT, KUWAIT
Senior Business Analyst - CBG Project Management Office (Feb 2013 to Date)
Call Centre Supervisor (Apr 2012 - Jan 2013)
• Managed the entire call center and customer service/call center team to present and sell bank products/services to present and potential clients and achieve the call center service targets.
• Built and maintained call center culture and working environment to foster optimal performance results; identified the improvement opportunities to enhance the call center performance.
• Supervised the entire call center floor, ensured strict adherence to the schedule, break management and minimized voice level across the call center floor.
• Monitored the performance of inbound agents and ensured high quality service delivery to the bank’s customers; ensured that the service and efficiency levels are maintained among all team members based on the set CCC KPI’s.
• Enforced proper service protocols and standard operating procedures for all agents, and ensured that all agents are performing at or above par.
• Served as a SME (Subject Matter Expert) for on the ground operation management and system down time tracking.
• Activated swat team on need basis and monitored their performance standard.
• Coached and counseled Team Leaders on managing day-to-day operations, on sense of urgency and tactics to reduce customer call backs and wrap up time.
• Liaised with OPS teams for recruiting, residual training, interviewing and hiring prospective call centre candidates.
• Designed training and coaching action plans for the team and the call centre agents based on demands.
• Identified functional deficiencies and managed process improvement initiatives to reduce agent workload (e.g. channel migration and leads process).
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