Business Engagement Manager
Etihad Airways
Total years of experience :13 years, 11 Months
Project managing and accountable for the delivery of Miles on the Go multi-million project that has an estimated 1 million customer-facing UAE Etihad Guest members. In addition, assisting the Etihad Guest operations team to document current processes and identifying areas of optimization and improvement by reducing manual human errors by 99%.
Leading the Project Management Office within the Strategy Dept of ADX to deliver the ADX Strategy for 2020-2022 “ADX One” while tactically managing all project portfolio processes including:
▪ Monitor the implementation of the governance framework by following-up with the relevant project/ programme managers and ensuring that all processes are compliant with the agreed governance framework and standards.
▪ Mentoring project owners and act as an advisor in matters related to project portfolio governance to facilitate process implementation and/ or dispute resolution in order to ensure that all stakeholders are aligned and share the same understanding of governance mechanisms.
▪ Develop a comprehensive array of governance tools and templates, including project approval framework and fund allocation model, to ensure that governance efforts are streamlined and properly documented by all stakeholders.
▪ Liaise with the C-Class stakeholders to define areas of interaction and collaboration in order to ensure a seamless integration between the portfolio governance and the project management methodology.
▪ Identify and communicate blockages and risks associated with the programme to appropriate stakeholders or governance groups, identify the impact of off plan progress and work with stakeholders to identify mitigations.
▪ Facilitate the Steering Committee and associated stakeholder meetings and produce updates to the portfolio boards as required.
A self-directed position required to deliver business and IT related projects for the organization. Supported internal and external clients to optimize and ensure delivery of initiatives on time, within budget, at high quality. Have become a strategic asset by establishing and maintaining relationships with clients resulted in the renewal of the contract.
Key achievements:
▪ Develop, implement, and maintain a comprehensive portfolio governance model and reporting channels in order to ensure consistent application of the governance framework and process across ADX.
▪ Develop, implement, and maintain portfolio financial reporting tools, thus enabling the management to report financial information at Portfolio level in order to ensure the visibility and monitoring of financial performance and cost base in an accurate, efficient, and regular manner.
▪ Demonstrated leadership skills to work with teams with a diversity of skills and knowledge and had the ability to command respect and create a sense of community amongst the often disparate members of the projects teams.
▪ Guide departments through the project identification and project proposal process. Provide expertise to the business in developing structured business cases.
▪ Managed the successful delivery of the following initiatives:
o Portfolio Management Solution
o Call Center
o DR Shift and branch closure
o Managed the delivery of a vulnerability free SCA regulatory report.
o Migration to Office365
▪ Secured a AED 4.5 million IT budget for the enhancement and upgrade of Reem Finance’s IT division’s infrastructure through systematic and quantitative analysis of the division capabilities within 3 months of my appointment.
Established Helpdesk policy and procedure for the organization.
▪ Coordinated and managed a smooth selection of an AED 7 million Finance/Loan Origination Solution (FOS/LOS) across Al Hilal bank divisions in a period of 3 months through coordinated and highly organized presentations and demos. This allowed the project to move to the next stage of procurement and contracting in record time.
▪ Managed to return a 3 month delayed project at Al Hilal Bank that was highly prioritized and complex back to the initial baseline targeted date through effective stakeholder management, resource management, and project crashing with minimal budget and quality impact. The project was recognized by the vendor as the fastest implementation for the solution and published in the news.
▪ Assisted in the establishment of the project management office (PMO) at Al Hilal by defining and documenting office governance, policies and procedures, and templates. This enabled the team to function in a unified manner across the organization. It additionally aided the organization in the project portfolio project prioritization and selection to align it with the business strategy.
▪ Using NLP and stakeholder management I was able to bridge a concrete foundation between the business units and the technology office in order to demonstrate the importance of the project management office which allowed for smoother communication lines between the teams and accordingly allowed for faster, focused project delivery
▪ Award certificate of recognition by CEO for exceptional implementation of Retail Credit Scoring Project.
Key Projects:
▪ Information Agenda Program
▪ UAE Fund Transfer System (UAEFTS)
▪ Liability Management System
▪ Application Scoring Engine (Retail Credit Scoring)
Etihad Credit Bureau (ECB)
• Through methodological analysis and management of development team support and bug tracking solution. We have reduced the number of bugs/incidents on core banking system to 0. This resulted in higher customer satisfaction as well as increased the number of enhancement output and project delivery of Union National bank.
• Lead the full development team (8 members) to receive high performance review at the end of year for the first time in 4 years.
• In collaboration with FCD, we successfully reconciled misplaced funds excess of AED 2M from bank inception through systematic analysis of historical records.
• Lead the team for the data migration of the core banking solution to T24 core banking solution including but not limited to:
o Efficient extraction process to complete data extraction in 30 minutes for full bank data.
Reconciliation reports for every field of core banking solution to respective T24 field.
• Successfully launched 5 mobile devices to Egyptian market.
1st place winner of LG Innovation lab of Korea for Egypt division.
• Assumed responsibility for development and implementation of system software on Symbian Series 60 OS for mobiles as per defined standards/ norms.
• Analyzed user requirements, proposed software designs, defined development scope, objectives and project schedule. Coded and troubleshot programs for quality deliverables.
Design and Development of a Symbian application sold exclusively to Siemens for SX1 Mobile Model.
Major GPA: 3.4 Overall GPA: 3.0 Other Certifications & Courses: • Certificate of First Place (Winner of First Place) - Korean Innovation School, (May 2004). • Project Management - 100 E-Learning Session, (August 2005).
GPA: 3.4