Ihab Baroud

• Managed a portfolio of Tier 1 merchant accounts across the GCC (UAE and KSA), handling over $1.7B USD in monthly transactions.
• Exceeded quarterly revenue targets by driving up to 120% portfolio growth through focused upselling, cross-selling, and pricing optimization initiatives for 2025.
• Optimized payment performance by analyzing client transaction data, identifying causes of declines or failures, collaborating with product teams to develop solutions, and increasing approval rates.
• Conducted Quarterly Business Reviews, delivering comprehensive performance analyses, outlining growth strategies, and introducing new product launches to senior stakeholders.
• Worked closely with legal,marketing, operations, sales, and support teams to create and implement customized merchant growth plans.
• Identified and implemented significant upsell and cross-sell opportunities within Tier 1 merchants, leading commercial and pricing negotiations for payment products.
• Established and expanded the Customer Success Operations function, equipping account managers with analytics and operational support, which reduced time-to-revenue by over 60%.
• Streamlined operational processes to improve efficiency and reduce service turnaround times.
• Reduced operational costs with diligent budget management and resource allocation strategies.
• Utilized CRM tools to track client interactions, ensuring timely follow-ups and service enhancements.
• Fostered strong client relationships through proactive communication and support strategies.

• Prepared request memorandums for payment release certifications to engineers.
• Developed and implemented strategic initiatives to streamline banking processes and reduce turnaround times.
• Built strong customer relationships by understanding client needs and providing suitable service solutions.
• Delivered exceptional front-line client service by handling inquiries, resolving escalated issues, and ensuring positive clients experience across multiple channels.
• Acted as the main focal point for Relationship Managers, resolving complex portfolio issues and achieving a 95% first-contact resolution rate.
• Advised clients on account opening requirements, compliance documentation, and regulatory expectations
• Issued bank certificates to investors or developers upon request.
• Assisted investors with inquiries regarding escrow account payments..
• Prepared quarterly ledgers for high-valued developers submitted to finance department.
• Established key performance indicators to measure success of initiatives and drive accountability across teams.
• Negotiated contracts with vendors and suppliers on behalf of clients to secure favorable pricing terms without sacrificing quality or delivery timeframes.
• Conducted financial analyses to assess the viability of potential investments or acquisitions for clients'' portfolios.
• Developed comprehensive project plans for business transformation initiatives, ensuring timely completion and measurable outcomes.

• Managed credit risk assessments to enhance loan approval processes.
• Ensured strict adherence to Group Credit Policies and Procedures for DLT processes.
• Drove strategic improvements in risk management practices across the department.
• Monitored compliance with CRAD Framework and GCCS guidelines during operational activities.

• Managed maintenance of securities and documentation for all clients.

• Released Facility Record Sheet to facilitate drawdown, liaising with various stakeholders.

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• Acted as the main focal point for Relationship Managers, resolving complex portfolio issues and achieving a 97% first-contact resolution rate.