Ahmed Hossam Refky
Digital engagement and Innovation Manager
Rehab City Cairo
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Digital Engagement and Innovation Manager
CIB
Cairo, Cairo Governorate
12.2023 - Current
- Launching API Gateway/integration with the 6 partners.
- Solving 3 process defects that delay the transaction processing and that differentiate the product and add to the product value proposition.
- Launching new product.
- Increase 2 relations gross contribution and foreign currency inflow by 80%
- Coordinated multidisciplinary teams throughout the entire product lifecycle, from concept generation to commercialization.
- Reduced time-to-market for new products by optimizing internal workflows and removing bottlenecks in the process.
- Revitalized underperforming products by identifying key areas for improvement and implementing targeted changes.
- Improved bank-wide communication regarding upcoming innovations, fostering a culture of continuous improvement.
- Startups and Fin tech digital engagement and collaboration.
- Established effective partnerships with external vendors and organizations, bolstering company resources for innovation initiatives.
- Championed a customer-centric approach to innovation, incorporating user feedback into every stage of product development.
- Conducted regular competitor analysis, identifying opportunities for differentiation and staying ahead of industry trends.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Built a high-performing, diverse team of innovation professionals through strategic hiring and talent development initiatives.
- Grew patent portfolio significantly by promoting a strong intellectual property protection mindset among team members.
- Mentored junior team members, cultivating future leaders within the organization and strengthening overall performance.
- Identified key market trends and leveraged them for strategic decision-making in product development.
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and adherence to budget constraints.
Cross Border Payments Product Manager
Commercial International Bank
Cairo, Cairo Governorate
01.2020 - 12.2023
- Handling the relation with Money service Bureau.
- Increasing gross contribution by average 40%.
- Launching new products to increase the value proposition.
- On-boarding 2 new relations.
- Introducing 2 new products and 1 new service.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Coordinated project planning and execution with team members and team leads.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
Global Transaction and Digital Banking Product Manager
Commercial International Bank
Cairo, Cairo Governorate
2 2018 - 01.2020
- Launching Online credit card settlement on all online channels.
- Launching direct debit product.
- Launching local foreign currency transfers.
- Launching compliance pre-screening API for partners.
- Products Management: Problem analysis and diverting problems in to great business opportunities
- Market studies and surveys
- Branches Offloading
- Bank of the future
- Working with data scientist and Financial analysis team to show the product value
- Product high level design, expected business flow, client On-Boarding and user experience, with requirements gathering from different stakeholders i.e Compliance, Operations, finance, Relationship managers, treasury .
- Etc Deep product analysis and design with technical team i.e development, communication, security, architecture analysis..etc .
- Product deep design include selecting the best way of communication whether VPN IP sec site to site or Internet with different security measures and controls, Send transaction and status API whether pull or push or SFTP, Digital signature and communication verification certificate (mutual Transfer Layer Security) installation
- Vendor evaluation and selection process
- Regulatory approvals and requirements
- Market surveys and discussion with clients from different LOBs to choose the targeted segment
- Product development with agile or waterfall methodologies based on the product type
- UAT planning, raising bugs and retesting after fixes
- Deployment and pilot launching
- Marketing activities
- Product intro to targeted clients and production support.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Coordinated project planning and execution with team members and team leads.
Cards Utilization and Authorization Management
CIB
Cairo, Cairo Governorate
07.2015 - 01.2018
- Launching Equal Payment Plan program.
- Launching Loyalty program.
- Setting Merchant category codes limits, after deep analysis of customers utilization. Frequent review and update of the limits., and monitor customer spent behavior and utilization trend
- Set process and action plan to control genuine and misuse behavior in cooperation with different stakeholders (treasury and business, fraud and risk)
- Set authorization parameters
- Provide senior management detailed reports for customer utilization analysis to control foreign currency spend behavior Analyzing all kinds of misuse behavior on customer level and merchant level as well.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
I – Score: Cards Reporting and Disputes Unit Head
CIB
Cairo, Cairo Governorate
02.2013 - 07.2015
- Enhancing the report accuracy to 99%.
- Establishing process for complaint handling.
- Enhancing the complain process to meet customer expectation.
- Responsible of bank credit cards monthly data submission file
- Ensure the efficiency of the data sent to I-score through analyzing the presented data and information to maintain high level of quality to reduce rejection ratio
- Analyze error log and amend errors to maintain higher acceptance rate
- Maintain customer satisfaction through solving disputes raised by different channels (I-score team, CIB branches and customer care unit)
- Working aligned with I- score team maintain healthy credit cards portfolio.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
Cards Portfolio Management Team Head
Commercial International Bank
Cairo, Cairo Governorate
05.2011 - 02.2013
- Managing Card 400 and Oasis Parameters
- Managing cards and accounts status to maintain high quality cards portfolio
- Cards portfolio and renewal reports sanity check to maintain completed and healthy profile
- Setting and maintaining controls over cards portfolio management
- Recommend solution for daily problems and defeats through analyzing the presented data and information to maintain high level of performance and professionalism
- Process analysis to cover any defects through maintaining efficient controls
- Responsible for credit cards renewal process.
Fraud Analysis Unit Supervisor
Commercial International Bank
Cairo, Cairo Governorate
01.2009 - 05.2011
- Creating new tools and reports for early fraud detection.
- Setting process for immediate action across the portfolio level not the card level.
- Set the objectives for the department and review them with the higher managerial level
- Operate daily activities (monitor the online risk management system and the generated reports
- Analyzing and investigating the authorizations as soon as the alerts come up
- Set priorities to subordinates, distribute workload, set timeframe for implementation and follow up on performance
- Ensure staff awareness and adherence to the SOP policies and bank regulations
- Take necessary actions to decrease the number of fraudulent cases
Credit Cards Customer Service Supervisor
Commercial International Bank
Cairo, Cairo Governorate
02.2005 - 01.2009
- Manage all customer data on system through: Credit cards applications entry
- Customer data amend
- Maintain controls through adhering to bank policies and procedures
- Responsible for cards printing and delivery process
- Chip cards personalization parameters.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Cards (debit & Credit) Customer Service
Commercial International Bank
Cairo, Cairo Governorate
07.2001 - 02.2005
- Processed recurring automated payments and credit card payments.
- Supported customers with invoices, statements and other basic questions.
- Received inbound customer calls related to credit and accounts receivable.
- Assisted with reconciliations and customer communications.
- Reduced wait times for callers by effectively managing high call volumes and promptly handling inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
- Enabled smooth transitions for customers switching between different credit card options by guiding them through the process stepbystep.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
Education
Bachelor of Science - Accounting
Ain Shams University, English Section
Cairo 09.1996 - 06.2000
Skills
Team Leadership
Strategic Planning
Business Development
Product Management
Cross Border payments
Agile approach
Digital transformation
Extratrainings
- Strategic Marketing - Building Products marketing startegy - Edinburgh Business School, Hariot Watt University (09/2023 - 01/2024)
- Delivering successful projects (Project Management) - Edinburgh Business School, Hariot Watt University (01/2024 - 05/2024)
- People, Work and Organization (Organizational Behavior) - Edinburgh Business School, Hariot Watt University (05/2024 - 09/2024)
- Product Management: Transforming Opportunities into great Products - Stanford University (04/2023)
- Mastering Product Management: Building Product Strategy - Stanford University (12/2022 - 04/2023)
- Product Marketing: Meeting the needs of the Customers - Stanford University (12/2022 - 04/2023)
- Demand Creation: Launching and Growing the product - Stanford University (12/2022 - 04/2023)
- Product Costing: Understanding the financials of products - Stanford University (12/2022 - 04/2023)
- User Research: Informing Product Decisions with customer insights - Stanford University (12/2022 - 04/2023)
- ANTI-MONEY LAUNDRY/ CIB SESSIONS 2006
- ANTI-MONEY LAUNDRY TRAINING 2009
- DEVELOPING THE LEADER IN YOU-NOVEMBER 2008
- DRESS TO IMPRESS 2015
- EMOTIONAL INTELLIGENCE 2009
- MANAGING OPERATIONS
- PRESENTATION SKILLS 2009
- QUALITY SERVICE TRAINING 2009
- SUPERVISORY SKILLS - 2009
- VISA FIRST / LONDON 2008
- WHISTLE BLOWING 2015
- How to Influence people 2017
- Reputational Risk 2018
- Influential Leadership 2019
- Payment Security and digital solutions 2020
- Transformational Leadership 2021
- Advanced Power Point 2021
- Dashboard and Analytics 2021
- Advanced MS Excel 2021
Educationalacquirements
El Nasr English School, KG, primary & preparatory, 90%,
Ain Shams University, Bachelor of Commerce, English Section, Major Accounting, May 2000, GOOD
Computerskills
Professional level, Very Good
Languageskills
Mother tongue, Fluent, Good
Personal Information
- Place of Birth: Cairo
- Date of Birth: 05/09/79
- Nationality: Egyptian
- Marital Status: Married
Timeline
Digital Engagement and Innovation Manager
CIB
12.2023 - Current
Cross Border Payments Product Manager
Commercial International Bank
01.2020 - 12.2023
Cards Utilization and Authorization Management
CIB
07.2015 - 01.2018
I – Score: Cards Reporting and Disputes Unit Head
CIB
02.2013 - 07.2015
Cards Portfolio Management Team Head
Commercial International Bank
05.2011 - 02.2013
Fraud Analysis Unit Supervisor
Commercial International Bank
01.2009 - 05.2011
Credit Cards Customer Service Supervisor
Commercial International Bank
02.2005 - 01.2009
Cards (debit & Credit) Customer Service
Commercial International Bank
07.2001 - 02.2005
Bachelor of Science - Accounting
Ain Shams University, English Section
09.1996 - 06.2000
Global Transaction and Digital Banking Product Manager
Commercial International Bank
2 2018 - 01.2020
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