Mohamed Refaat Shoaib
Dubai
Summary
Accomplished Vice President at Emirates NBD and Global Product Owner for Assisted Banking, with over 20 years of experience in CRM, Contact Center, process optimization, and delivering Strategic and Digital Transformation initiatives in Banking. Adept in Operations Management and Team Leadership, I have significantly enhanced business process flows and driven company growth. As a performance-driven Vice President, I excel in aligning systems with business requirements, policies, and regulatory standards. I am passionate about applying excellent organizational and communication skills to manage and lead teams. Motivated and forward-thinking, I am eager to collaborate with teams to deliver top-notch client experiences across various projects in an Agile environment. I have structured and solved complex business challenges, integrating insights across channels and expert functional resources. My strategic and leadership skills make my experience an asset to any well-reputed company.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Vice President -Global Product Owner
Emirates NBD
06.2023 - Current
- Lead the vision, design and development of Digital Banking at Emirates NBD – Tablet, Customer journeys, Fraud & Control, Dashboard Digitization
- Develop a strategy for new product implementation, process or technologies for tablet banking
- Design and support the development of the future structure, governance, and best practice for accelerated global scaling
- Oversight and steer roadmap delivery of all Digital squads in assisted banking and prioritize work plan for each release along with delivery teams to ensure the coherence of deliverables within the work stream and working sprint process.
- Work closely with stakeholders to identify new requirements and areas of improvement across products and process
- Lead the creation of the global ‘back-log’ and the prioritization along with product owners and development team.
- Embark additional entities and regions on the tablet banking initiatives and support for business case activities, roadmap, clarify upfront expected resources and benefits.
- Build out unique, creative, and impactful solutions by integrating insights across channels many expert functional resources and supporting collaborative solution development
- Ensure the digital strategy of the group is implemented for Tablet banking so that can adapt to local specificities while bringing convergence and while expanded to more geographies considering the right balance between what’s common to all entities /region and what’s specific to secure delivery and deliver value
Associate Vice President Assisted Banking
Emirates NBD
09.2022 - 06.2023
- Established and directed successful programs focused on Tablet banking.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Monitor customer digital adoption behavior and develop strategies for behavioral change
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Manage the digital channels project portfolio and iterative product cycle and accordingly reviewing results and defining target end products
Manager Offering Design & Strategy -Product Owner
Emirates NBD
01.2019 - 09.2022
- Design, deliver & continuously improve Emirates NBD distinguishable, compelling, and consistent digital products and customer experience across all bank touchpoints.
- Develop habit forming and customer nudging strategies in line with high-level value creation strategy, promote adoption, engagement & monetization across touchpoints.
- Responsible for product design development, service quality improvement, and product innovation while establishing the means to manage and monitor the quality of products and services.
- Create a design vision of a holistic customer journey across various digital channels in innovative service improvements for a superior banking experience.
- Led tablet banking agile squad as a product owner in addition to my main role as manager offering design & strategy.
- Led tablet banking agile squad as a product owner in addition to my main role as manager offering design & strategy.
- Responsible for providing vision and direction to the Agile development team and stakeholders throughout the sprints, and epics and creating requirements for tablet banking applicants.
CRM Manager
Emirates NBD
03.2015 - 06.2019
- Deciding on the CRM platform structure and architecture & direct the complete implementation of the CRM platform, integrating it seamlessly into the bank's existing systems.
- Guide and oversee the dedicated team responsible for the CRM's implementation and system integration.
- Craft and supervise a comprehensive project plan, encompassing distinct objectives,timelines, and deliverables.
- Monitor vendor delivery for adherence to the defined timelines and deliverables,ensuring efficient coordination.
- Foster communication between and mediate amongst diverse internal stakeholders (including IT, Data, Business Segments, and Compliance) to guarantee the CRM platform's successful rollout.
- Pioneer the conversion of varied business requirements into specific technical IT functionalities, bridging the gap between functional domains.
- Managing and delivering projects for digital CRM initiatives to migrate manual processes across all branches & sales teams into digital processes and Tablet Banking.
Education
Bachelor of Science - Physics
Ain-Shams University
Cairo Egypt09.2000
Skills
- Digital & Transformation
- Risk Management
- Operations Management
- Customer Service
- Agile & Scrum delivery
- Coaching and Mentoring
- Performance monitoring
- Roadmap Execution
- Data Analysis & insights
- Coaching and Mentoring
- CRM setup & transformation
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Italian
Beginner (A1)
Certification
Agile product owner
Timeline
Vice President -Global Product Owner
Emirates NBD
06.2023 - Current
Associate Vice President Assisted Banking
Emirates NBD
09.2022 - 06.2023
Manager Offering Design & Strategy -Product Owner
Emirates NBD
01.2019 - 09.2022
CRM Manager
Emirates NBD
03.2015 - 06.2019
Agile product owner
Bachelor of Science - Physics
Ain-Shams University
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