Alanood Abdulla Moosa

• DIGITAL ENGAGEMENT EXPERT – MARKETING BRAND EQUITY | MASHREQ BANK

JUL 2014 – PRESENT

Digital Banking & Mobile Banking

• Managing digital banking projects from requirements gathering till go-live.

• Implementing digital channel projects using Agile Methodology. • Drafting business requirement documents (BRD) for digital projects. • Liaising with stakeholders including business, legal, compliance, marketing, product, segment, etc. for the delivery of digital projects.

• Maintaining process notes and SOPs for the unit.

• Tracking and monitoring project usage and adoption, as well as addressing complaints in a timely manner.

• Utilizing digital technologies and innovative solutions to improve customer experience and streamline internal processes.

UAT

• Reviewing and analyzing business requirements and functional specifications to understand project scope and expected outcomes.

• Drafting test scenarios, test cases, and test scripts based on the business requirements to ensure that the digital products and services meet customer needs and expectations.

• Conducting UAT and signing off for production release once it has met all the UAT acceptance criteria.

Digital Marketing

• Managing digital marketing for Retail Banking group for various segments and products, including campaigns and execution on various channels such as social media and paid channels.

• Managing the vendor and agency relationships for digital marketing and website, as well as retail campaigns, content management, and hosting platform for the website (Tridion System).

• Managing SEO (organic search) and Google Analytics for all Mashreq websites, as well as creating dynamic banner using Slider Revolution.

Internet/Intranet Management

• Acting as Scrum Master for website project to revamp Mashreq website and conducting Scrum ceremonies regularly.

• Revamped the enterprise website for Mashreq Bank in English and Arabic language across 5 countries, including website performance, responsiveness, and content updates.

• Conducting the Arabic Audit Report to ensure all content is updated in both English and Arabic language, and regularly preparing presentations and management reporting.

• Managing DED, SED & DET with business team and admin team to provide all the approvals require.

• Updating the budget sheet tracker with all the require needs as invoice, LPO, details and etc...

• Using Survey Monkey to do the Questioner and the Answers require from business team and share the analyze.

• Using App 4 legal platform to apply the matters to be approved from legal department.

• Using Azure platform to share the story board for any request needed for the website changes or updates.

• Working with fraud team & ISG to release the Campaigns require for the creative working with Agency and release the EDM’s in Corporate Communication with getting all the approvals require form all business team.

• Doing User testing if require with different users.

• Training the Users how to use the Sitecore platform to update their department pages.

• Managing Intranet “Admin” updating, editing, uploading, revamping new pages, reviewing the pages which will be updated from the users in different departments and approved the submission and pushed to live.

• Updating the Arabic Content for the Website.

• Helping the business team in translating otherwise if require will share to the Agency to help.

Training & Development

• Create training materials for digital projects to improve customer awareness and support front-line staff.

• Conducting the bank-wide self-risk control RCSA program, managing the Digital Sales Kit to empower front-line staff on all products and segments, and managing the cloud infrastructure (Rack space Cloud) for content hosting.

UNIT OFFICER | HSBC BANK

2007 – 2014

• Delivered exceptional customer service to premium banking customers, and promptly resolved their complaints.

• Ensured customer satisfaction and engagement by conducting surveys and liaising with internal stakeholders, including the back office, to provide better service.

• Managed branch cash counter service for premium customers, handled ATM card capture service, processed DD cheques for clearance, and issued cheque books.

• Collaborated with the Relationship Manager on a daily basis to ensure customer needs were met.

• Created management presentations covering branch performance, customer satisfaction, migration, sales reporting, and leads.

CERTIFICATIONS & ADDITIONAL TRAINING

• Agile Foundations – LinkedIn Learning Oct 2019

• HTML Essential Training – LinkedIn Learning Oct 2018

• SEO: Keyword Strategy – LinkedIn Learning Oct 2018

• Google Analytics Essential Training – LinkedIn Learning Oct 2018

• Time Management Workshop Jul 2018

HONORS & AWARDS

• Certificate of recognition Outstanding contribution of successful Mashreq brand launch from H.E Abdul Aziz Al Ghurair in 2022.

• Received a certificate “Al Safwa – The Elite Club 2022 “as a values of role model from the CEO Ahmed Abdelaal.

• Received certificate of recognition for the hard work and dedication at Mashreq in Emirati Women’s Day Aug 28,2022.

• Received certificate of appreciation in Nov 2019 for organizing the Bank's celebration on the occasion of UAE National Day, acknowledging the valuable role played.

• Certificate of Appreciation for outstanding contribution Mashreq Neo in 2019 from Head of NEO.

• Certificate of appreciation on the occasion “UAE National Day 2019” for organizing bank celebrations.

• Awarded as a Member of 5 years club in 2019.

• Recognized with a certificate of appreciation for volunteering at the GIVE & GAIN Day – Mashreq Charity Bazaar held in Apr 2019.

• Received a certificate of recognition for outstanding contribution to Snapp, which won the ‘Best Mobile Banking Application’ in UAE and Middle East in 2018.

• Awarded with a certificate in recognition of the contribution made towards the launch of Apple Pay in Nov 2018.

• Best Mobile Banking app UAE and ME recognized by: Global finance, world finance , global banking & finance for valuable contribution to Snapp “Mobile App” during 2018

• Received a certificate for participating in the "A Day without Accident" campaign by Dubai Police in Sep 2018.

• Received a certificate of appreciation from HSBC for successfully completing the summer job program.

• Received a certificate of appreciation from Lamcy Plaza for successfully completing the work experience program.

• Received a certificate for completing a work program in the Elderly Care Center as a volunteer at Higher Colleges of Technology in Dec 2016.

• Achieved excellent performance in customer experience at HSBC Bank in 2010.

• Awarded for excellent customer service based on customer feedback.

• Operated a small business during the Bazaar of Dubai Women’s College in 2005 for a period of 3 days.