Ahmed Yasser Gadalla, PhD, MBA, CRB

• Provides strategic and operational guidance for the retail banking transformation efforts
• Develops and implements strategies to improve operational efficiency, effectiveness and competitiveness
• Develops and drives initiatives that help retail banking grow
• Instigates digital transformation and digital disruption and prepare for the future
• Overseeing the implementation of new technologies that can improve efficiency in retail business
• Establishing strategic alliances with other departments across the organization
• Reviewing strategic direction at regular intervals and proposes course-correcting actions where appropriate
• Oversees the collaboration with Retail Business department to ensure meeting the set objectives
• Supports the transition for agile retail transformation
• Leads a multi-faceted team of transformation experts through coaching, development, and career pathing
• Builds relationships with the team and conduct growth and development conversations with regularity to ensure supporting the organization’s strategic objectives
• Manages the execution of Retail Banking marketing plans and strategies to ensure meeting the set objectives within agreed levels of expenditure, conversion rates and results in addition to taking corrective action as necessary
• Leads the formulation and implementation of the department’s strategy to ensure the alignment with Retail Banking strategy
• Formulates retail business below the line marketing strategy and plans ensuring that it meet the business objectives of growth, profitability and market share
• Participates in the retail banking yearly budget cycle

• Manage the execution of Retail Banking marketing plans and strategies to ensure meeting the set objectives within agreed levels of expenditure, conversion rates and results in addition to taking corrective action as necessary
• Oversee the collaboration with Segment/Product Managers to ensure development and scheduling of Retail Banking strategy and its driven business initiatives
• Plan, execute and monitor Retail Banking driven business initiatives and ensure that effective delivery of information as needed and in a timely manner
• Contribute to planning, setting, monitoring & controlling activity based goals and achievements per agent to reach desired results
• Participate in the formulation and implementation of the department’s strategy to ensure the alignment with Retail Banking strategy
• Formulate retail business below the line marketing strategy and plans ensuring that it meet the business objectives of growth, profitability and market share
• Support the implementation of CIB Retail Banking Strategic Transformation agenda in line with Group Strategy
• Manage Project Governance for Strategic Transformation and ensure completion of all audit documents including agenda, and action trackers
• Build strong relationship with stakeholders at both Regional and Country levels for effective monitoring and timely escalation of risks and issues
• Monitor the implementation and project management of new initiatives taken up by the Retail Clients
• Lead initiatives to identify cost saving opportunities including creating project plans, tracking progress and timely reporting of cost saves achieved to PMO
• Identify and share best practices across markets to assist Retail Banking departments in achieving cost targets
• Work with other departments to ensure consistency of approach, communication and coordination when required
• Facilitate effective communication with Program Directors, Project Managers and Business Heads including CIB Leadership Team

• Manage the execution of CRM marketing plans and strategies to ensure meeting the set objectives within agreed levels of expenditure, conversion rates, and results in addition to taking corrective action as necessary
• Manage CRM campaign coordination process while executing and ensure alignment with segments, products & distribution channels to be able to deliver on the desired campaign objective
• Oversee the collaboration with Segment/Product Managers to ensure development and scheduling of CRM strategy and CRM driven business initiatives
• Plan, execute and monitor CRM driven business initiatives and ensure that effective delivery of information as needed and in a timely manner
• Organize the timely provision and distribution of consumer banking products and services leads and opportunities to distribution channels to assist them in setting and meeting their sales targets
• Identify cross-function opportunities and conflicts and suggest follow-up convert leads to mitigate conflicts through influencing stakeholders based on priority and importance
• Manage the components of pricing, loyalty and segmentation profiles of the CRM system to develop and recommend pricing policies and discount structures which meet segment and product needs and achieve consumer business top line and bottom line targets
• Define and implement framework to transition and maintain the consumer banking from a results management model to an activity based model
• Leverage CRM modules to their full potential to realize value at stake, by identifying the right lagging and leading KPIs, bench-marking and setting a baseline for indicators, and establishing and constantly validating correlation between leading indicators and lagging indicators i.e. conversion ratios etc. in addition to performance measurements and SLAs for customer related processes.
• Contribute to planning, setting, monitoring and controlling activity based goals and achievements per agent to reach desired results & to meet the annual budget numbers
• Remain continuously aware of market trends, technological advancements, and competitor activities related to customer life cycle and relationship management, which affect customer experience, value proposition, revenue growth, process/cost optimization and market leadership in order to take decisions to leverage current CRM capabilities and enhance them as needed
• Formulate and execute a user communication adoption strategy to that ensure users understand, and are continuously updated with the objectives of CRM, the change CRM brings to the organization, the impact and application of CRM in business processes and on-going developments and enhancements of CRM system
• Collaborate with HR, IT, Operation, Planning and all stakeholders to create, manage and implement change management plans which include training sessions and teaching materials, updating policies and procedures and organization structure and staffing
• Participate in the formulation and implementation of the department’s strategy to ensure the alignment with CIB strategy
• Formulate consumer business below the line marketing strategy and plans through CRM ensuring that it meet the business objectives of growth, profitability and market share
• Participate and recommend improvements to policies, processes and procedures and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled so that work is carried out in a controlled and consistent manner
• Supervise the day to day operations of the team providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
• Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures
• Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks

• Partner with Sales to create and execute segment and account-specific growth strategies and plans to increase customer engagement, improve relationships, build brand equity, drive faster closes, and improve win rates
• Establish and maintain a deep understanding of customer segments/personas, market intelligence, and team dynamics based on sound internal and external customer insights
• Consistently meet monthly targets in GNC EMEA segments and accounts related to SAAS Marketing & CX products
• Manage the design and execution of multi-channel integrated campaigns
• Create full lifecycle nurture campaigns
• Lead business development team to address the customer’s needs in the Marketing, CX, SCM, HCM products (Campaign Management-SFA-Order Management & Fulfillment-Cost Management-Procurement-Account Management-Loyalty-Service Management-Workforce Structures-Person Management-Analytics-Setup and Maintenance-Benefits-Payroll)
• Participate in the customer’s life cycle from provisioning till decommission
• Project management, supervising and coordinating the work between all the concerned parties
  Create and Design the appropriate OEM metrics
• Acting as business owner for all CX and Marketing products releases
• Developing and maintaining relationships with product development and clients
• Drive world class cloud operations within Oracle Cloud by building always-on operational capabilities; and, merging them with our relentless pursuit of improving customer experience
• Provide uniform customer experience by transitioning all cloud properties into the GNC
• Participate in designing and implementing GNC performance management system
• Work closely with analysts, engineering, and QA to deliver successful and on-time projects
• Functional Experience in the following Products
  - Siebel
  - HCM
  - Eloqua
  - SCM
  - BlueKai
  - Right Now CX Service
  - Sales Cloud

• Leading Juniors & Seniors Siebel, BI & Oracle Projects consultants in the OMCS department
• Attending meetings with clients and identifying their requirements
• Delivering work to a high standard of client satisfaction
• Approving plans and specifications for projects
• Project management, supervising and coordinating the work between all the concerned parties
• Attended meetings, writing reports and giving presentations to managers and clients
• Developing and maintaining relationships with implementers and clients
• Occasionally involved in the planning, implementing and designing of CRM, BI & Oracle projects
• Ensuring adherence to company standards
• Full life-cycle implementations of Siebel & Oracle Projects Products
• Implementation Projects:
• Meras Holding
• Reed Exhibition
• Royal Bank of Scotland
• Vodafone UK
• Peugeot
• Cooperative Bank
• Tesco
• Qatar Airways

• Leading CRM development team-Enterprise Section
• Requirement analysis and design including time assessment
• Prepare/Conduct Knowledge Transfer Session
• Excellent experience in Siebel tools configuration and scripting & Configure/Install Environments
• Analyze Technical Feasibility
• Develop/Implement Products & Test/Integrate Developed Units
• Design and distributing the requirements among the team members
• Troubleshooting and fixing customer care related issues
• Acting as 3rd line support in Vodafone Egypt Siebel production environment
• Coaching Dev team on implementing the required enhancements and fixes

• Handling any development task related to Vodafone Egypt Siebel which is handling the data of more than 33 Million customer
• Creating customized views for different teams which using Siebel as per there requirements
  
• Creating customized business components (Virtual or External) to connect to the Middleware application, & the other applications like Loyalty
• Creating customized business services when the following is needed:

- Need to insert, update, delete records
- Need to query against BCs
- Integration with legacy and packaged applications

• Participated in the Siebel upgrade project from V7.7 to V8.1.1.5
• Designed, customized and implemented order management module to match the needs of the “New Corporate Offer” requirement on Siebel 7 and 8
• Extensive functional experience in Siebel Loyalty, SFA, Integration, Service & Account Management
  

• Handling CRM Presales in EMEA region for VSS Cloud
• Develops productivity tools and training for other Sales Consultants
• Leads any and all aspects of the technical sales process
• Advises internal and external clients on overall architect solutions
• Focuses on large or complex sales opportunities that need creative and complex solutions
• Responsible for the full CRM Products portfolio (MS Dynamics-Siebel-CRM Ondemand)
• Responsible for supporting the Sales cycle for CRM solutions with regards to positioning, value proposition, scoping, partner engagement, demos, etc
• Analyze Potential Markets Before Product Launch
• Provide Product Knowledge Support to Sales Team

• Managing VF-Qatar data center (BSS Stack), as a second line for the supporting the following applications:-

- Siebel 8.0 (CRM)
- AIA “Application Integration Architecture” (Middleware)
- BRM “Billing & Revenue Management” (Billing & Rating)
- ASAP “Automatic Service Activation Program” (Provisioning)

• Responsible for incident management, problem management, individual problems, & Global problems
• Ensure application data delivery and availability by developing/automating/ applying daily health check
• Investigate, Generate and follow up with Application Development and vendors on open Problems in the production applications
• Evaluate, Solve and log reported incidents versus business impacts

• Responsible for handling and distributing operational work on all team members ( Mails, Service Requests, Change Requests ,.. etc )
• Acting as a 2nd line support for all global production issues concerning Siebel application and loyalty system
• Supervise team performance and quality handling of service requests and mails
• Perform administration and development support activities related to corporate Siebel systems
• On time escalation and reporting of production problems according to problem management Process
• Contributing to the design and support of data migration activities and all associated mentoring and training of peers in all areas of Siebel applications
• Experience with Siebel Tools application, Siebel Configuration and knowledge of the different Siebel components
• Experience with Siebel server installation & configuration, Patch management, Supporting Test and Development environments

• Managing production Services developed by VIS PS
• Managing all hosting services which are related to VIS PS products
• Participating in the proposal cycle for all VIS PS products
• Acting as single point of connection between customer & technical teams
• Responsible for support & hosting contracts renewal
• Managing all capacity planning requests through 3rd party team
• Creating VIS PS products support model
• Responsible for building support teams for VIS PS products
• Responsible of identifying SLA & OLA for VIS PS products

• Build professional hosting center based on cloud computing technology
• Our main provided services in the Public cloud Hosting services:

- Infrastructure as a services “IaaS”
- Platform as a service “PaaS”
- Software as a service “SaaS”

• Provide on-demand data center managed services
• Our main provided services in the data center managed services:

- Complete data center managed service
- Database administration consultancy service
- Data network administration consultancy service
- Network security consultancy service
- Storage & backup consultancy service
- System administration consultancy service

• Lead the End to End service assurance business in the telecom industry