Project Manager Management
Resume:
Emad Mikhail, PMP ®
Rancho Cucamonga, CA 91739
Cell Phone : 909-***-****
E-mail: **********@*******.***
WORK EXPERIENCE:
From Sep-2016- Current
Employer : TRUCARE Pharmacy – Corona _CA
Position : IT & PMO Director
Job Summary:
Directs and oversees the Program Management Office (PMO) to ensure programs and projects (both IT & Business projects) meet organization goals and requirements. Develops and implements PMO processes and policies, directs project management staff, and works with other department leaders to define, prioritize, and develop projects and programs
Job Description & Responsibility
Overseeing all technology operations and evaluating them according to established goals
Devising and establishing IT policies and systems to support the implementation of strategies set by upper management
Analyzing the business requirements of all departments to determine their technology needs
Inspect the use of technological equipment and software to ensure functionality and efficiency
Manage Projects Execution and Governance & Set standards for how projects run.
Ensure project management standards are followed.
Gathering of project data and production of information for management review
Identifies areas where business processes can be streamlined.
Identifies ways to maximize current tools that are underutilized.
From Jun 2016 – August 2016
Employer : Farmers & Merchants Bank – Seal Beach - CA
Department : Project Management Office (PMO)
Position : IT Project Manager
Job Summary:
Working with subject matter experts, business analysts, developers, testers and internal business leaders to deliver solutions through leadership and guidance, holding responsibly for delivering complete work products.
Job Description & Responsibility
Business and technical analysis to develop and document a framework to support delivery of strategic project and critical IT systems improvements.
Develop functional & business requirements, technical specifications and design documents, workflows, use cases, perform data analysis,
Lead working sessions with business stakeholders, Business Subject Matter Experts (SMEs), and external vendors to ensure detailed requirements are captured and approved.
Define project objectives and oversee quality control throughout project life cycle.
Assist Management in identifying and prioritizing opportunities for utilizing IT to achieve the goals of the division
From Sep2012 – Feb 2016
Employer : Credit Agricole S.A.
Department : Retail & Commercial Banking
Position : Digital Banking Head
Job Summary:
Responsible for all the Bank Digital channels (Online Banking, Website, Mobile banking, Call Center, IVR and ATM Network) as supporting functions. This includes improving existing Digital products and services in addition to creating new ones, putting in place effective monitoring processes, enhancing and improving daily operations, working with cross functional teams, ensuring smooth operation and excellent service presented to CA customers (Individual as well as Corporate).
Design & implement Credit Agricole Digital strategy and the road map for digital transformation
Managing a team of 120 distributed in 4 main areas:
Call Center
Alternative Channels Business Development
Anti-Attrition
Job Description & Responsibility
Optimizes the resources and performance for the Digital Banking Units.
Enhance Call center agent’s utilization and increase employees' effectiveness.
Manages developing the services provided related projects.
Analyzes and identifies the gabs affected the provided services & related performance.
Defines requirements and make proposals for future developments.
Ensures high quality of the services provided through Digital Banking channels in order to enhance customer satisfaction.
Coordinates with all team concern to adapt the commercial strategy in total synergy.
Ensures applying the Bank policy & compliance.
Participates in the Retail/Corporate business enhancements related projects/studies.
Participating in related bank's committees and tenders.
Achievements:
Define Credit Agricole Egypt Bank Digital Strategy and the roadmap for the digital transformation.
Set Business planning and define appropriate actions for new digital banking projects achievements.
Ensure adapting the bank’s values in all customer interaction activities to increase customers’ satisfaction & loyalty.
New project implantations for Digital banking to increase the customers utilization & dependency on the digital channels:
oE-statement
oMobile Banking
oMobile Payments
oNew online banking system
oComply with the new Internet Banking Regulations according provided by the Central Bank of Egypt
oImplement the usage of the OTP using token to secure all the online banking transactions
oNew IVR call tree to increase customer satisfaction and introduce new services
oSocial Media (facebook)
oATM upgrade & replacements
oNew ways for debit & credit card activation through digital channels ( ATM-Online-IVR)
From May 2004 – Sep 2012
Employer : Credit Agricole S.A.
Department : Information Technology
Position : Head of IT - Cards Operation, Digital Channels & Project Management
Job Summary:
Manage the IT cards operations (ATM Cards, VISA Credit Cards, VISA Electron, Smart cards, Master Cards) & the Digital Channels from the IT prospective (Seibel CRM, ATMs, IVR & Call center, E-Payroll, Online banking, Financial Kiosk Mobile Banking & SMS) including also the integration between the different legacy systems and the different Digital Channels through an Industry standard Oracle middleware.
Project Management for different IT & Business related Project including preparation of project plan, weekly status reports & follow up with different project participants either inside or outside the bank until obtaining the final signoff.
Job Description & Responsibility:
Handle all the consumer and corporate products requirements from the Digital channels services including ATMs, Internet banking, Mobile Banking, Financial Kiosks, Call center, IVR and SMS services.
Build and maintain a vendor relationship and manage the selection and qualification of vendor solutions.
Planning and implementation of major system changes related to core functionality and its impact on the online banking services and Debit / Credit cards interfaces.
Manage and develop a systematic reporting management tools for department progress.
Conduct effective performance evaluation to the group and mentors those with less experience through formal channels and training.
Project Management activities, including preparation of project plan, weekly status reports & follow up with different project participants either inside or outside the bank until obtaining the final signoff.
Improve the overall remote channels with an enhanced security level to support the (IVR, Call Center activities, internet banking, Mobile Banking, Financial, Kiosk Fraud management and Collection platform.)
Maintain and enhance the relationships in the market with the different Vendors, solutions providers and update the LOB with the new technologies related to the cards business.
Resolves and / or escalate issues in timely fashion
Facilitate meeting with users regularly to get full update of their needs.
Deliver informative well organized presentations of department deliverables.
Serve as main point of contact for all related IT matters and projects.
Communicate effectively with internal & external department service delivery
Identify opportunities for cost saving and system improvement.
Achievements:
Project Manager for the Implementation of Siebel CRM for the following modules :
oCall Center with CTI Integration to the IVR
oService Requests between different bank’s department
oProduct Origination workflow
oBranch Sales & Direct Sales
oMarketing Module including campaigns handling
oCorporate CRM with Loan origination module
Implementation of New IVR system based on Cisco product (IPCC) with a full back up in the DR site.
Project Manager for the Implementation of OBIEE for CRM reports ( standard & Customized)
Project manager for Chip migration (EMV) for all bank cards (debit, credit, pre-paid)
Implementation of ATM upgrade Project to EMV
Implementation of New online banking with self-registration using the OTP (One Time Password) through an Authorization Code SMS sent automatically to the customer registered mobile.
Implementation of Mobile Banking Application allowing customers to access their financial accounts and credit cards through their personal mobiles.
Implementation of SMS application for both scheduled alerts and real time transactions for debit / credit cards usage.
Migration of all CAE credit cards (80000 Cards) from Network International in Dubai to our local card management system using the same cards and the same PIN code & Full Migration of Debit ATM cards to Master Debit cards (55000 Cards)
Implementation of state if the ART Oracle Middleware supporting the multichannel Integration to handle all the interfaces between the different Digital channels and the different legacy systems with a full backup in the DR site.
PKI implementation using hard tokens with the certificate authority in Egypt for the corporate online banking.
Implementation of Complaint Management System (in house developed application to handle the customer complaints)
Implementation of different applications over the ATMs (Card less payments - FOREX - Bulk Deposits-Online Cash Payments )
From August 2002-May 2004:
Employer : Egyptian American Bank
Department : Information Technology
Position : Cards Operation Manager
Job Description & Responsibility:
Responsible for ensuring the smooth day to day running of the VISA cards system through liaison with the control of the third party outsourcer supplying the services to operate the processes.
Provide the main operational support liaison between Dubai & Cairo for all card processes.
Checking and signing - off output control reports from the Cards Management Module with the interface with the Core Banking System.
Provide the necessary support on the ongoing development or product requirements of the existing processes to ensure that the operations run at peak efficiency for all consumer needs.
Control adherence by all parties to any Service Levels Agreements with the Cards Management Module outsourcer’s service.
Design new processes if required to support the operational requirements of new products.
Provide the first level of EAB Customer Services support for the escalation of issues from both cardholders and merchants using the call center feedback.
Provide operational control and assistant the reconciliation of bank account processes with the Card Processing System and the G/L account structures.
Achievements:
Implementation of the new IVR system (Nortel) & the middleware which integrates with different back ends to support different bank’s products.
Implementation of the CRM & the call center project.
From December 97 –August 2002
Employer : Egyptian American Bank
Department : Business Development Group – Information Technology
Position : Senior Business Analyst
Job Description & Responsibility:
Analyze business requirements and review/produce specifications for any new/change to technology applications
Work with the development team to ensure that they understand the specifications
Document system scenarios and identify roles impacted and helps develop a change management/training plan
Conduct business process modeling and generate applicable scenarios for the technology functionality testing team.
Review IT policies, standards and monitor compliance for the applications
Identify, assess, and document business requirements, recommending business priorities, and advising business on options, risks, and costs.
Conduct research to determine if solutions to business requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible.
Analyze impact of proposed solution across the business, develop use cases to explain/demonstrate business requirements/specifications to IT team, and contribute a business or process perspective during design reviews.
Assist Quality Management team to ensure that requirements documentation can be easily translated into test plans, and ensure that the proper testing plans have been completed.
Facilitate implementation of new functionality through training sessions, demos, and the development of appropriate documentation.
Provide relevant test scenarios for the testing team. Work with test team to develop system integration test scripts and ensure the testing results correspond to the business expectations
EDUCATION:
Bachelor of Commerce
Major: Accounting
Faculty of Commerce - Ain Shams University
Cairo – Egypt
Certification:
Certified Project Management Professional – PMP # 1619722 (June-2013)
Certified ITIL v3 Foundation # 120**-****** ( May-2012)
REFERENCES:
Provided upon request
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