Mustafa Zaidan

Client: Fidelity Bank Nov. 2015 - Present
Project: E2E Service Performance Management
Position: Project Manager and Business Architect

Assumed the Program Manager role and worked closely with the client’s CIO and the program’s steering committee to improve the IT efficiency and increase customers’ satisfaction:
- Applications Performance Monitoring Project (APM): Led the teams, onsite and offsite, as well as the vendor to capture the applications architecture, designed the IT service catalogue and linked it to the underlying infrastructure components (applications, servers, databases, network) and implemented the tool based on the designed service models. As a result, applications were monitored and issues were proactively detected and resolved, help desk tickets were reduced by more than 60% and customers’ satisfaction was increased by 37%.
- Transactions Performance Monitoring Project (TPM): Led the teams to design the business processes for the services in scope, selected and implemented the suitable TPM tool and monitored the targeted transactions. Accordingly, bottle necks were defined, root causes were analysed and identified and 40+ innovative improvement recommendations were proposed to solve / overcome the issues and increase the customers’ satisfaction.

Client: Aljazira Bank Feb. 2015 - Nov. 2015
Project: BAJ Application Development Factory
Position: Business Architecture Lead

Led the Business Architecture stream and worked closely with the IT and business management to develop and improve a variety of key products and services including the development of the eSaving Account Product, Customer’s acquisition - corporate, Alternative Delivery Channels and Multi-Channel Integration Services. Improved for the Salary-Based Loans product including loan buy-out, salary suspense account and Hijri Calendar. Conducted an impact assessment exercise for the CIF Migration Initiative and provided innovative recommendations to the bank’s steering committee.

Client: Al Rajhi Bank Jun. 2014 - Oct. 2014
Project: Online Payment Project - OLP
Position: Project Manager

Directed the relationship between the bank’s business, IT and the central bank (SADAD) teams to define the high level design of the OLP product, led IBM’s business and architecture teams (onsite and offshore) to use IBM’s Component Business Model (CBM) and design the detailed business structure, the technical architecture and the target operating model - TOM of the new OLP payment product. Developed the business initiatives, implementation road map and integrated master plan. Based on the high quality deliverables, IBM was awarded the opportunity to develop the solution and implement it at the bank and won similar projects at other banks in Saudi Arabia.

Client: Saudi National Guard Nov. 2012 - Jun. 2014
Project: Supply Chain Transformation and Oracle ERP Implementation
Position: IT Strategy Manager, Change Management Lead and Acting PMO Head

Throughout the tenor of this program, I’ve played a number of strategic, operational and consulting roles, developed the Information Centre Strategy, Led the Change Management work stream and contributed to the PMO work.
- Articulated the IT Strategy for SANG's Information Centre to inspire SANG’s strategy with technology opportunities, align business and IT strategies and support the client’s growth and innovation.
- Directed the change management work stream resources, stakeholders, plans, milestones, communications and deliverables to achieve a smooth transformation, successful implementation and ultimate adaptation (deliverables include Change Management Strategy, Stakeholders Engagement and Communication Plan, Change Management R&R matrix, Leadership Action Plan and Training Strategy, Approach and Plan, awareness, briefing and progress sessions…etc.)
- Oversaw the transformation, implementation and infrastructure work streams to ensure plans completeness, alignment, deliverables, intersecting dependencies and full coverage of the program scope
- Provided leadership and collaborated with the work streams leads to ensure proper identification of the program risks, mitigation plans and owners and managed the program issues to full resolution.
- Reviewed the Transformation teams in plans, templates and processes to ensure adherence to IBM and BPM methodologies and quality standards and provided improvement recommendations.

Client: National Commercial Bank
Project: Transformation Program
Position: EPMO Program Manager

Worked closely with the client’s CIO, COO, CCO and supported by CEO to direct a set of strategic transformation programs:
- Data-Led Transformation Program: Directed the Data-Led Transformation program aiming at identifying the Data related issues and pain areas associated with the Regulatory reports, Data governance, IT solutions, Data driven business benefits and recommended a set of innovative business and technology initiatives to rectify the findings supported by a road map.
- Anti-Money Laundry Program (AML): Managed the AML program to implement a robust and full-fledged solution that fulfils the business commitments, comply with the regulatory authorities regulations and save the banks investments.
- Sanctions Screening Service Project (SSS): Managed the transformation of the SSS solution, ensured full integration with the Payments Engine to ensure compliance with the local and international regulations.
- Personal Financing & Auto Leasing Program. Managed the Retail lending and Auto-Leasing transformation program aiming at revising the current lending processes, select and implement the suitable technology to support business growth.

- Established and managed the IT planning unit, formulated the IT annual plans and ensured alignment with the business strategic plans, priorities and scorecard and collaborated with executive team to design strategies to utilize state of the art technology to enhance business.
- Established the ITPMO function, set the PMO methodology, managed the strategic projects’ portfolio of a total amount of US$ 70 million and reported progress to IT steering committee. Provided on-the-job and of-the-job training and awareness session for the assigned PMs and resolved escalated projects issues utilizing in house staff and third party consultants.
- Created the supplier management office and managed the relationships with the vendors including the RFI, RFQ and RFPs.
- Managed the acquisition of a variety of IT solutions and monitored the strategic projects progress including the DWH project, FTP, ALM, AML, Remittance, Smartphone IB, Cards Management, eCorporate Trade Finance IB and Payroll, Asset Management, BPM and IPO.
- Managed the SLM project, negotiated SLAs with the business partners and worked with the business for any breaches.

Position: Program Manager
Project: Alinma Bank (Green field bank)

- Member of the design authority; owned the bank’s business architecture, provided leadership and consulting services for the bank enterprise architecture; this was established by IBM applying the component business model (CBM) for financial institutions. The scope covered the entire bank line of businesses (Retail, Corporate, Treasury and Investment), support business units and strategic business units and included business processes development, business requirements assessment, functional requirements assessment, and systems integration components related to business architecture.
- Managed the business requirements across the bank’s line of businesses (LOB) and strategic business units. Build the holistic horizontal end-to-end business requirements and the vertical functional requirements related to enabling IT applications.
- Participated in the development of the Retail Banking Target Operating Model (TOM) and business models to foster effective business operations around the business capabilities and Bank resources; which covered product development framework, delivery channels, branch operations support, and sales management end-to-end business processes.
- Managed Alinma Capital - Business model project with the objective of restructuring the operating model, building the business processes and identifying the functional gaps against the IT solutions.
- Implemented ARIS BPM tool; consolidated all the bank’s processes onto one platform accessible by all and managed the project to align the IT systems with the ultimate business processes as well as aligning the HR positions and job descriptions with the roles assigned to the processes approved.
- Worked with the ITIL team to enhance and implement the ITIL processes and ascertained the smooth integrations with the SDLC, PMO processes, demand management processes and supplier management processes.

- Directed the design and development of a variety of Islamic Financing Products for the Corporate Banking Group, managed the delivery of these projects (Akaar - Murabaha Real Estate, Bai Ajel, Property Management, Proceeding Payments Certificates, Credit Application, Limits and Collateral Management). Provided leadership for the Past Due Obligations, Global Customer Position projects and monitored the progress of the Trade Finance project. Implementing these products improved the bank’s market share and promoted the bank’s position in corporate financing from the 6th to the 2nd in KSA.
- As a business partner, worked with the business peers and IT steering committee to develop and formalize the IT strategic plan. Managed and followed up the corporate projects within the IT, reviewed the IT-CBG SLA and enhanced the Incidents management process and channels.

- Established the Process Excellence Centre, implemented ARIS BPM tool, set the BPM and the Improvement methodologies. Recruited, hired and trained the required resources.
- Sponsored by the CEO and worked closely with the CRO; led the Collection Department end-to-end transformation project including processes, structure, staff, technology, portfolio, location and security. Followed up the improvement initiatives implementation including the restructuring of the collection unit, establishing a call centre, developing collection policy, identify collection priorities, outsourcing old delinquency portfolios to collection agencies and revamping the collection solution to address the pain areas, renovating the collection department offices, security, filing systems. As a result, bad debts were significantly reduced by 12% and delinquencies collection was improved by 27% in the 1st month.
- Managed selected HR - ERP processes enhancement project aiming at improving efficiency and enhance controls. Managed the Retail Banking Group and ERP BPM projects, formalized and published the bank’s business model (core, support and control functions), developed the BPD portal and published the bank's policies, processes and procedures repository.

Global Lending Solution Project

- Sponsored by the head of RBG, worked closely with the CIO and the COO, directed and successfully delivered and implemented the global lending solution in all targeted countries. The project scope included retail, corporate, syndication, collection, credit scoring and eCheque with full integration with the core banking and other related systems.
- Managed communications and stakeholder expectations. Steered the project from pre-initiation to closing and full implementation. Developed and managed plans and defined interfacing dependencies. Acquired, assessed, assigned and managed resources including 3rd parties and provided frequent updates to top management.

Strategic Planning - IT Architecture & Middleware

- As a member of the IT Strategic Planning Unit, managed the bank’s strategic multi-million Middleware project aiming at building and implementing the bank’s global IT architecture across 23 IT centres. This included producing and publishing the bank’s global architecture “AS IS” blueprint, coordinating with the relevant parties to certify the bank’s standard hardware / software and designing the architecture future state.

- Analysed, developed, delivered and implemented a number of banking solutions including Retail & Corporate Loans, Inward / Outward Bills for collection, discounted bills, Credit Facilities Customers Follow-up, Retail MIS, Credit Rating and Profitability systems.