PHD in project Management from British university.
Arab bank
Total years of experience :19 years, 8 Months
• Manage projects cycle through Initiating, Planning, Executing, M & C, and Closing the project in Arab bank shared service unit in GCC.
• Work closely with all GCC countries to collect detailed requirements for the project, and change project plan to comply with the Central bank and compliance aspect for each country, and ensure all stakeholders are involved their requirements are within the project scope.
• Prepare project charter, stakeholders register, and high risk and scope requirements.
• Acquire project team with coordination with operations departments, Create WBS and WBS dictionary, activity list & network diagram, estimate resources, cost, & time required to complete the project.
• Determine quality standards, process metrics, Risk identification and Risk response plan.
• Prepare Business Required Documents BRD with coordination with AGT and create test environment and cases to ensure outputs match expected results.
• Covering project for Gulf Funds Transfer Unit (GFTU), Customer Account Services (CAS), Treasury Operations (TROPS), Loans, Trade Service Unit (TSU), and User Access Management (UAM) departments.
• Perform Quality assurance and control process.
• Processes definition, analysis, and mapping to remove any un added value steps from the process.
• Other operational roles like: exceptional report control and field visit to ensure full adherence to Arab bank Policies and procedures.
• Review As-is process and close the gap of the wrong practices
• Develop Policies and Procedures, control reports to ensure that processes are on track without any risky violation.
• Assessed the As-Is branch operating model and established To-Be principles to meet consumer banking objectives for paperless environment, faster turnaround time, error free transactions, STP, one stop shop, and execute transactions through the most effective channels.
• Developed and designed a new branch operating model that enhanced consumer banking to increase sales capacity with frontline staff, increase the Branch Manager focus on cross-sell the bank products and services, and strengthen the role of operations in the branches to meet minimum controls requirements.
• Review, analyzed and improved the branch operating model systems, processes, functions, policies & procedures, governance, and organization layers.
• Redesigned the bank branches structures, Managed and redesigned the unutilized capacity functions (roles) in the branches and Key Performance Indicators (KPI) for every role in the bank branches.
• Developed new flexible matrices to ensure most effective work flow.
• Coordinate the project status updates, meetings, and approvals with stakeholders and the top management.
• Implemented the New Branch Operating model in Jordan, Palestine, Egypt, Palestine, Tunis, and soon will be rolled out in the GCC.
• Developing training courses to close the gap of experience and knowledge for different roles in the bank branches.
• Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts.
• Assists Business Unit Leader in developing tactical and strategic product, services and/or programs to support the business unit’s goals (financial, quality, production, customer service, operational efficiency, market share.
• Participated in the development of other projects like: Personal loans, Account opening, Credit cards re-engineering, straight through the process, and 360 customer review.
• Directed daily operations for retail bank, including branch sales, business development, customer service, and credit analysis.
• Manage Cash and Operation area to ensure all Tellers are adhering to the bank Policies and procedures.
• Responsible of monitoring Branch cash management regarding risk limit, foreign currencies availability, shipment of excess cash to the central operations unit, and handle the bank customer’s cash requirements.
• Responsible of auditing and closing the daily balances for branch main Vault, ATM’s, and tellers.
• Bring in quality NTB \[New to bank\] customers to the bank, through core and cross sell products.
• Handle difficult & sensitive customer issues, requests and complaints and acts to promptly resolve and address these issues.
• Cross selling for the banks products and services.
• Manage a team of 11 employees, assigned as acting Branch manager since 2007.
• Gained superior annual performance for 5 years in row.
• Manage Branch cash requirements.
• Acting Branch Manager and Assistant Manager since 2007.
•To ensure that an effective AML / KYC plan / procedure exits to protect the Business against the risk of its customers being involved in potential money laundering activities.
• Perform periodic review of banking relationships that are relatively high risk.
•Ensure that unresolved exceptions are escalated to senior management for taking Business decision.
•Update the Compliance Officer, the AMLCO and the Wealth Management Head / Branch Banking Head on all AML related issues / deficiencies by preparing summaries of review / findings and discuss corrective action plan for closure.
Serve Elite customers financial inquries.
teller.
Certified project management professional PMP
thesis title: Investigating the Impact of Customer Orientation,Strategic Flexibility,Relationship Quality on Customer Loyalty : "An applied study on small and medium enterprise in commercial banks in Jordan".
All courses were given in english. Service quality management as dissertation.
