Toronto, Ontario, Canada
Professional with 15 years of experience in Banking specializing in Organization & Project Management. Qualified with solid management skills, an extensive knowledge in process reengineering and hands on experience in payment systems, banking transactions and services.
- Managed regional accounts of issuers/acquirers and created trust-based relations with partners to optimize their business by levaraging all Visa tools/processes. - Oversaw the implementation of new Visa products/onboarding of New partners by ensuring coordination between all internal stakeholders and clients, in order to expedite readiness and maximize adoption of deployed products (Core products, digital products, risk management, authentication, money movements, etc.). - Delivered several initiatives by working with partners and internal teams (Token Lifecycle Management, conversion to new processor, consulting engagement, etc.). - Priotritized partners needs/requests to drive value realization, improve approval rates and performance at all levels (transactions, tokenization, decrease fraud etc.). - Made sure partners respect and abide by Visa rules, standards and mandates in order to prevent issues. - Took ownership over problems/issues, introduced solutions to satisfy client expectations and respect SLA. (Visa products and tools, automation/simplificafion of processes etc.).
- Worked on projects aiming to implement employees benefits software solutions for many canadian employers. - Ensured that all projects are managed according to the PMP methodology and as tailored for each client (Risk, Scope, Quality, Cost, Schedule etc.). - Prevented and Managed risk successfully which led to respect Go live deadlines and project objectives. - Led all kind of meetings (kick off meeting, Go/No Go, status meeting) with clients in order to follow-up on project progress, ongoing items and resolving issues. - Coordinated tasks between all stakeholders (internal and/or external, in Canada and India) to make sure all tasks are completed and closed. - Managed project financials (Budget, Forecasts, Actual costs, EAC) alongside raising alerts/proposing suggestions to management, when needed. - Led the implementation of the PMP methodology in the company by setting up project management processes, documentation and templates.
- Provided service by promptly and accurately responding to inquiries from existing card members while adding incremental value on each and every interaction, resulting in the increase of customer loyalty. - Evaluated and analyzed account information/history while recommending tailored solutions to small business owners.
- Led the implementation of several regulatory and innovative projects aiming to enhance banking activities (AML, Omnichannel Projects, Cash Management, Treasury ...) and reducing operational risks. - Managed the restructuring of banking procedures and putting in place new policies and procedures.
- Led the development of 200+ procedures for different banking activities (Treasury, Financial Market, Loans, Cards, ATMs, POS, Operations, Transfers, Refunds, Trade Finance, Recovery, Correspondent Banking, HR, Subsidiaries, etc.) based on the implementation of the new core banking application, resulting in accelerating workflows and mitigating operational risks. - Worked on the implementation of several projects (e.g.: smart ATM, Digital banking services, call center, MasterCard payment gateway system etc.) that helped innovating banking services and optimizing customers’ satisfaction. - Conducted 50+ statistical/analytical studies and missions, and proposed recommendations and solutions that are in line with the bank strategy (e.g: Lebanese economic crisis management, cut cost, innovation etc.). - Worked on implementing changes based on audit reports of internal or regulatory authorities to ensure compliance with local and international regulations (i.e.: Audit department, Capital Market authorities “CMA” and Banking Control Commission of Lebanon “BCCL”).
- Developed and enhanced relationships with 2000+ merchants by tracking all types of transactions and managing a variety of risks, resulting in the increase of the clients’ loyalty and the global amount of transactions to reach USD +5M daily. - Monitored suspicious transactions (1000+ transactions/day) and communicated with Merchants/Issuing Banks in order to assess the validity of each transaction, which helped in reducing operational and chargeback risks. - Assessed clients’ claims and liaised between Charge Back Unit and Merchant in case of cardholder claims, which ensured the resolution of 95% of claims before deadlines.