Hatem Abdelsalam Awad

• Siebel CRM agile product owner for Emirates NBD bank international entities: Egypt, KSA & London.
• Collaborated with stakeholders to define project scope, objectives, and deliverables that aligned with business goals.
• Managed risks and resolved issues promptly, maintaining project momentum and stakeholder satisfaction.
• Collaborated with cross-functional teams and channels to develop high-quality products that meet customer needs.
• Broke project into epics and implementable user stories and defining in details application as product which requires delivering.
• Owned and prioritized product backlog.
• Led creation of detailed user stories to provide clear guidance for development teams.
• Conducted quality assurance to verify accuracy of data used in projects by review then sign-off all stories after development and SIT.
• Analyzed business feedback after every sprint review to identify areas for improvement.
• Attended Agile ceremonies, demos and production proving activities.
• Enhanced product development by implementing Agile methodologies and practices.
• Optimized resource allocation by working closely with project managers and other team leads.
• Streamlined project management processes for improved efficiency and timely product delivery.
• Working with IT delivery team to ensure releases are meets business unit needs.
• Communicated project updates to senior leaders and stakeholders at all levels.
• Monitor pilot phases then analyze new function's benefit and added values.

Achievement

• Leading agile squad of 9 permanent & 5 sharing recourses.
• Deliver Siebel CRM application at Emirates NBD bank KSA with Service, campaign & sales module and customer view screens and enhancing existing application in emirates NBD Egypt.
• Leading Siebel CRM KSA localization testing and comply with SAMA regulation.
• Delivering 120+ STP services (Straight to process) and 200+ Non-STP services & complaints in KSA and Egypt entitles.
• Delivering 7+ Power BI reports.

• Creating required documents to start new project or for changing and enhancing existing application
• Leading all necessary changes in Customer Relationship Management (CRM) application ensuring all alignments are in place with business stakeholders and IT
• Participate in planning and delivering Siebel CRM Project for all ENBD group (UAE, KSA, Egypt and EI)
• Define requirements for effective use of application and its infrastructure
• Review CRM solution and support Stakeholders during implementation and at deployment
• Handling process reengineering and transferring paper customers' request and complaints to CRM platform by defining workflow for processors responsibility and turnaround time for resolution for 1700+ process
• Managing digital applications for CRM initiatives to transfer manual process across channels to digital STP process, for services requests, and sales applications.
• Leading discussion with vendors to ensure best quality / service of software or hardware as per organization development projects
• Knowledge transfer of application to training team and pilot users before project rollout for 5000+ user and providing support after project releases
• Supporting stockholders in creating 15+ analytic reports for CRM functionality and usage, using OBIEE and Power BI reporting tools.

• Monitoring suspicious alerted transaction to prevent / detect fraud cases
• Run logs for any new fraud trend to determine compromised points
• Taking prevention actions either on card, BIN range or country level and updating systems rules accordingly
• Send hold back for fraud transactions if it applicable
• Generate and report alerted fraud and genuine cases to VISA & MasterCard.
• Handling Visa, Master & acquirers communications, and transaction confirmations
• Handling all retail cards' related fraud complains and escalations
• Systems used: V+, PRM, VRM, EMS, Riskfort, Finacle, Cognos, B24 and Siebel CRM.

• Ensure all preparation is completed within agreed timescales for setup of new projects
• Recruit and train resources
• Proofread and supervising quality checking of research conducted
• Analyze data and client Reports for customer satisfaction level, diagrams, strengths, Weaknesses, and recommendations
• Handling the project manager's & stockholders requests
• Participate in process improvement & Coordinate with colleagues regarding common obstacles
• Projects handled: RTA, Abu-Dhabi transportation authority, Abu-Dhabi judicial department, Abu-Dhabi Islamic bank, Ajman bank and, Dubai costumes.

Handling customers calls and inquires, receiving 70+ call per shift