Experience

• 

  Hsbc

  Oct 2002 - now

  Managing Fraud Transformation portfolio and product management/owner for Fraud systems in EMEA Program and Portfolio manager handling the Fraud Portfolio within Compliance Transformation Leading the Regional Retail Banking & Wealth Management change portfolio (USD45m - 2019) managing stakeholders across multiple work streams and domains within Business and IT. Overall responsibility of the Inbound contacts portfolio of the Bank. Overseeing phase 2 of the Middle East Contact Centre transformation program with the aim of improving efficiency, reducing cost and enhancing customer experience. Overall responsibility of a group of projects forming the Middle East Regional Contact Centre Transformation program aiming at improving efficiency, reducing cost and enhancing customer experience. After Merging the Operations and Migrations departments together, the role is responsible for managing the day to day operation of the Regional Contact Centre across 4 sites and managing the relationship between the head office and all 3 sites (2 sites in India and 1 site in Saudi Arabia) plus managing all future migrations and big scale projects directly or indirectly involving the department Manage the relationship between the Business Area and all Offshore entities plus manage and oversee all migration projects. Managing the day to day operations of the Regional Contact Centre while liaising with the 2 offshore sites.

  • Senior Manager - Fraud Decisions systems and Transformation

    Apr 2020 - now

  • Program Manager

    Jan 2020 - Apr 2020

  • Portfolio Manager

    Feb 2018 - Feb 2020

  • Senior Business Analyst

    Feb 2011 - Feb 2018

  • Programme Manager - Middle East Contact Centre Transformation Program

    Dec 2009 - Mar 2011

  • Manager Operations and Business Relationship

    Oct 2008 - May 2010

  • Manager Migrations

    Apr 2007 - Oct 2008

  • Operations Manager

    Oct 2002 - Apr 2007