Firas Hasan

* Head the biggest ATM network in UAE * Migrate traditional transactions to ATM Channels * Come up with Strategical decisions in sync with Bank’s vision * Head the channel projects * Migrate traditional card printing to phygital channel * Head the ATM Channel Roadmap * Manage E2E customer journey * Improve Channel to become revenue based rather than service based channel. * Head the P&L and cost centre. * Head the vendors relationship with an agreed SLA. * Decide on network size and approve new locations * Prepare monthly report to the executive level * Plan (budget-Resources) and implement Digital account opening through virtual branch machines simplify new-to-bank account opening * Adhere to ATM UAE Central Bank related regulations

* Responsible for managing the delivery channels along with E2E customer experience journey. * Develop the overall digital and phygital strategy * Direct the development of the digital banking strategic plan in alignment with the bank’s overall strategy * Lead, oversee and ensure the successful banks’ digital transformation within scope, quality, time and cost constraints that may be clearly defined or may require dynamic change management in order to deliver business value * Build a digital transformation roadmap to migrate 80% of traditional transactions * Lead the process to identify and evaluate internal digital asset capabilities and strengths. * Assesses external digital opportunities and threats as key inputs to making the best decisions on business strategy given digital realities * Lead the development of the digital business strategy and road map and ensures its integration with the enterprise strategic planning process, and the resulting business strategy and plans. * Provides a single point of coordination and executive oversight for all digital initiatives and transformation projects * Prepare executive level reporting for use by bank’s board of directors. * Ensures that the enterprise is developing the digital assets and capabilities that will be needed to survive and thrive in the midterm and long term * Act as a champion and change leader in leading the organizational changes required to create and sustain enterprise digital capabilities * Partners with the COO and IT organization to develop and exploit new digital business solutions to create a competitive edge for the enterprise. May also own and lead development teams and projects directly * Maintain an excellent relationship with Senior executives, IT, business units and external digital communities. * Lead the assigned project manager along with BAU activities.

•Ensure regular enhancement of the online platform with secure and friendly browsing. •Build value for customers looking for financial services and advice of how to better manage their money by enhancing the services and products and making it simpler and more convenient •Support the customer care unit and DBC: to ensure support to customer touch point for escalations, and issues leading to customer inconvenience. Measured by Complain dashboard •Support Branches and other customer touch points, manage, support and guidance to be provided to the concern team for resolution. Measured by Complain dashboard •Identify areas to either generate more revenue or save the cost for the bank and customers •Develop marketing strategies and successfully create and execute marketing programs targeted to institutional, business and consumer clients •Propose revenue improvement opportunities to the management. •Setting Mashreq online policies and service level agreements •Ensure compliance with the guidelines in terms of functionalities and processes •Ensure regular update of the SOP and regular revision of the processes •Improve the security of Mashreq online by exploring all the possible solutions to ensure safer online browsing. •Ensure that all the deliverables pertaining to Audit reviews are implemented in a timely manner. •Manage the training and customer awareness campaigns via Mashreq online to ensure safer online Banking •Branch awareness campaigns’ to facilitate customer migration •Managing Mobile Banking Vendor •Managing the MIT resources for Mobile Banking •Business decisions and business final UAT for Mobile Banking •Managing the Capex vs Opex •Ensuring mobile banking up to date with all new features •Providing new ideas/initiatives (and having lots and lots of ideas for Mobile Banking) •Prepare a daily MIS, NTB customers VS MOL and mobile banking customers •Prepare a monthly MIS for the head of RBG

• Strong ability to raise project requirements and suggest viable solutions • Strong Ability to devise practical and effective technical solutions that can be quickly implemented • Strong project skills - ability to manage the on-time completion of all assigned projects • Ability to effectively manage multiple goals, priorities, and deadlines; to move from one focus to another quickly and effectively while utilizing creative problem solving skills and maintaining quality standards. • Good interpersonal and communication skills with ability to build productive relationships across the business. • Analyze any reported problems, plans and proposes solutions, arrange software’s and systems to ensure business standards and requirement are met. • Support the Branches and ensure issues related to E-Channels to be resolved via service ticket are resolved as per an agreed action plan. • Perform regular meetings with MIT to discuss the issues and customer complaints and the solutions • Manager and review policies update SOP and process notes. • Review & close all Audit items within the defined timelines. • Ensure the daily performance review of the application performance • Manage to have a proper implementation of a new system. • Decision Making Authority & Responsibility • An overall support to Electronic Channels • Knowledge, Skills and Experience

• Follow up the rectifications which affect the customer’s impact • Prepare Quality scripts/proposal • Prepare the dashboard (MTD) for Accuracy and Courtesy on monthly basis to the call center agents • Pick out the highest defects and working on the call center week points on monthly basis • Prepare the MER (Monthly Exception Report) for the Call Center Agents • Schedule for team meetings for the latest updates and discussing the quality reports • To monitor calls and evaluate performance of PBAs with regards to the quality of their service and sales techniques – both for inbound and outbound • To conduct contractor surveys to customers to measure their overall satisfaction with the call experience(Outbound Calls) • To evaluate overall “Service Quality” of calls for the center and make necessary recommendations to raise the standard. • Overall responsibility of liaise to CRU, card service, branches and other department for receiving, follow up and comments on customer complaints. • Develop scripts for the most frequent call experiences and to tailor any scripts produced by the service team. • Capture and report customer feedback towards continual product development. Make recommendations for product process improvements based on the customer experience and feedback • Think creatively and challenge existing procedures to facilitate ongoing change in customer service. • To work closely with team leaders and center manager to make recommendations for training and filling the gaps, conduct training with regards to call handling techniques.