MOHAMAD ABDULKARIM AL BANNA

Accomplished professional with extensive expertise in product strategy, value proposition development, and business banking. Demonstrates a strong ability to enhance SME customer journeys and elevate customer experience through innovative digital transformation and process re-engineering. Proven track record in product commercialisation, driving revenue growth, and executing effective go-to-market strategies. Skilled in cross-functional leadership, strategic partnerships, and executive stakeholder management. Committed to achieving operational excellence and advancing AI & digital banking initiatives while maintaining governance & risk standards.

• Product Strategy & Commercialisation
• Develop customer-centric banking propositions that improve market competitiveness, customer engagement and commercial performance.
• Customer Journey Transformation
• Identify friction across customer journeys and redesign end-to-end experiences that improve satisfaction while reducing operational complexity.
• Business Banking Strategy
• Extensive understanding of Business Banking operating models, SME customer onboarding, customer servicing, operations and relationship management.
• Enterprise Transformation
• Lead cross-functional initiatives across Product, Technology, Operations, Compliance and Digital teams to deliver enterprise-wide improvements.
• Executive Leadership
• Build high-performing cultures while influencing senior executives, regulators and cross-functional stakeholders to deliver strategic outcomes.

• Enterprise Business Banking KYC Transformation
• Identified one of the bank’s most significant Business Banking customer pain points whereby expired KYC documentation resulted in account restrictions, operational disruption and poor customer experience.
• Developed and presented a strategic business case introducing a fully digital KYC renewal journey designed to eliminate unnecessary branch visits, proactively engage customers and streamline regulatory compliance.
• The initiative was presented to Executive Management and the Chief Executive Officer, receiving endorsement before being implemented as a bank-wide enhancement.
• Business Impact
• Significant reduction in Business Banking customer grievances
• Material reduction in unnecessary account restrictions
• Enhanced regulatory compliance
• Improved customer experience
• Increased digital engagement
• Customer Payment Navigator
• Recognised recurring customer frustration caused by limited visibility of payment status throughout the payment lifecycle.
• Partnered with Transformation, Operations and Technology teams to conceptualise a Customer Payment Navigator providing real-time payment tracking from initiation through correspondent banks to beneficiary credit.
• Significant reduction in customer friction
• Reduced omni-channel enquiries
• Lower branch operational workload
• Improved customer confidence
• Enhanced payment transparency
• Commercial Leadership
• Increased branch revenues by approximately AED 3 million per month.
• Led flagship Category A branches serving approximately 8,000 customer relationships.
• Managed teams of up to 40 professionals across multiple branches.
• Consistently exceeded commercial, operational and customer experience objectives.
• Enterprise Transformation
• Converted frontline customer insights into enterprise-wide process improvements.
• Partnered with Product, Technology, Operations and Compliance teams to redesign customer journeys.
• Influenced strategic initiatives improving operational efficiency and customer experience.
• Acted as the strategic bridge between frontline banking operations and central support functions.