Summary
Overview
Work History
Education
Skills
Internship
Attended Trainings
Personal Information
Timeline
Generic

Muhammad Faizan Zahid

Dubai,UAE

Summary

  • To offer my services to an organization that provides stimulating and professional environment. Where my abilities in problem solving, decision-making, and my leadership skills could contribute to an effective and well-run organization.
  • Over 20+ years of experience. A technocrat with over 10+ years of proven success in planning, developing and implementing state-of-the-art IT solutions facilitating corporate growth.
  • Over 16+ solid years of banking experience in the GCC region. In-depth exposure and proficiency in Corporate Cash Management specializing in the core function of Product Implementation/Solution Delivery, with broad knowledge of Corporate Cash Sales and Cash Product Management.
  • Currently serving as the Senior Manager of Product Channel Implementation (Transaction Banking) at Abu Dhabi Commercial Bank, where I am heading the department of 40+ staff.
  • Hands-on experience in handling business processes, re-structuring initiatives and implementation of business solutions within preset budgets and deadlines.
  • Result-oriented and demonstrated ability to work independently, with larger cross-functional teams, geographically spread teams and customers.
  • Seasoned professional with outstanding Solutions Architecture, Project Planning, Execution, Monitoring, Resource Balancing and IT Infrastructure Development skills with ability to support simultaneous projects in a matrix and non-matrix organizational structure.
  • Experienced in identifying & delivering technical solutions to customers; ability to communicate with the appropriate audience at all levels of an organization in both a business & a technical context.
  • Sound understanding and work experience in Object Oriented Methodologies, SOA, design patterns process, tools and technologies.
  • An effective communicator with exceptional analytical, technical, negotiation and client relationship management skills.
  • Provides and monitors customized, integrated solutions for corporate customers to ensure a high level of product performance.
  • Ensure that product implementation to corporate premises and user training are being conducted professionally and effectively, coupled with the on-the-ground product and technical support.
  • Ability to formulate Business Requirements, Functional Specifications and Process Maps documents on assigned new product initiatives addressing changing customer requirements and market developments.

Overview

23
23
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Senior Manager Channel Implementation and Customer support

Abu Dhabi Commercial Bank
01.2024 - Current
  • Heading the channel implementation and customer support department under transaction banking division.
  • Managing 3 teams (Solution Delivery, Channel Support, Fulfillment team) which consist of 40+ resources, managing different domains of work.
  • Responsible for strategical digital solutions and products for Cash and Trade, which can increase fee and NI revenue for the organizational growth.
  • Lead the implementation of transaction banking products, including cash management, trade finance, payments, and liquidity management solutions. Ensure products are delivered on time, meet quality standards, and align with market needs.
  • Oversee and manage project timelines, resources, and budgets for product launch or channel upgrades. Collaborate with IT, operations, and other internal stakeholders to ensure seamless execution.
  • Responsible for digitalizing the internal process to lean the client onboarding experience with 60% reduced TAT. Evaluate and optimize product and service processes to ensure efficiency, scalability, and ease of use for clients.
  • Drive the adoption of digital and technology-driven solutions for transaction banking. This includes ensuring that online channels, mobile applications, and self-service portals are seamlessly integrated into the customer experience.
  • Oversee the integration of transaction banking products with existing systems and platforms. Ensure that new technological upgrades or features are introduced effectively without disrupting services.
  • Ensure that products and services comply with regulatory requirements and help mitigate any potential risks during the implementation phase.
  • Establish and nurture relationships with key clients, providing ongoing support and addressing issues related to transaction banking services. Work closely with the sales and relationship teams to understand client needs and offer solutions.
  • Ensure clients receive effective onboarding for transaction banking products and services. Organize and oversee training sessions for clients, ensuring they understand the full functionality of the products.
  • Collect feedback from clients about their experiences and use this data to recommend improvements in products and services. Continuously monitor customer satisfaction levels and strive to enhance the overall experience.
  • Work with internal teams such as IT, operations, risk and legal to ensure products are successfully implemented and operationally efficient. This may involve customizing products for specific client needs or troubleshooting system-related issues.
  • Support the sales and business development teams by providing expertise in the technical aspects of transaction banking products. Help craft solutions tailored to the client's business.
  • Provide regular updates to senior leadership and other departments regarding product implementation, customer issues, and progress against key metrics.
  • Monitor market trends in transaction banking and identify areas for product enhancement or new product development. Contribute to the long-term strategy of the organization with respect to product offerings.
  • Define and track key performance indicators (KPIs) related to product adoption, customer satisfaction, and channel performance. Ensure that product goals are met and aligned with overall business objectives.
  • Responsible for managing the budget for implementation, and customer support. Track spending and ensure that projects stay within budget.
  • Contribute to the revenue and profitability of the transaction banking unit by ensuring that the products meet client needs while being cost-effective for the organization.

Product Implementation Manager

Abu Dhabi Commercial Bank
08.2017 - 01.2024
  • To assist the Head of Product Implementation in the implementation of value-added banking products to Wholesale Banking customers and ensure that products sold in his/her geographic area are implemented following agreed service standards.
  • Which includes the integration of client ERP with banking payment and receivable solutions using multiple channels like API, H2H, Swift.
  • Work very closely with product design and IT team to enhance payment solution with current market/customer requirement and involve during designing and implementing the entire solution. Currently working on FileAct, NPSS, Liquidity management solution, Virtual Account, Corporate Cards, Virtual Corporate Cards, Payment Hub enhancement based on regulatory changes and existing customer requirement.
  • Responsible for generating CASA from the implemented deals. All deals should be implemented within the agreed turnaround time.
  • Support the achievement of transaction banking revenue and other KPIs.
  • Work with Product development team to develop new products and improve existing product experience.
  • Provide product support to relationship management teams and carry out joint calls to support sales pitches and ensure the pipeline and delivery is well managed.
  • Presales consultation provided to sales in securing mandates.
  • Handling a team of 16 people of different nationalities.
  • Enhance teams' productivity and sustain high quality client centric service culture.
  • Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved, and the business plan is delivered in line with the required policies, processes, procedures and systems.
  • Assessment of existing products and providing advice on enhancement and identifying products and systems in line with customer's future needs.
  • Ensures that products sold are implemented at customer sites, following the appropriate processes and to the agreed service standards.
  • Maintaining internal control standards and observing group compliance policy and identifying a culture of continuous process improvement and quality of delivery.
  • Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank's required levels of service in all internal and external customer interactions.
  • Participate in management review meetings.
  • Ensure, through regular monitoring and measurement, that the service we provide to customers is effective, efficient, and valued.
  • Play key role during merger of banks, while migrating corporate customers to ADCB platform without impacting their services and loss of CASA.
  • Play Key role in the migration of Al Hilal and Union National Bank customers after merger of 3 banks.
  • Play a vital role in digitalization strategy of cash management department.

Assistant Manager - Product Implementation & Support

Abu Dhabi Commercial Bank
08.2012 - 08.2017
  • To assist the Head of Product Implementation in the implementation of value added cash management products to Wholesale Banking customers to ensure that products sold in his/her geographic area are implemented following agreed service standards.
  • To act as first-line customer support on various cash management product-related issues of the customer. To assist in the successful launching of future CMD product developments and initiatives to Wholesale Banking customers.
  • Provide inputs in the development/enhancements of Cash management product and related processes.
  • Monitor and ensures performance of products meet customer requirements and expectations.
  • Provide interface/training/support to users: CEO, CFO and heads of Treasury, Finance and accounting departments from the client's offices.
  • Provides implementation/solution delivery and on-going support to 5,300+ Wholesale banking customers (i.e.; Corporate, Commercial, Financial Institutions and Government entities) within all 7 Emirates of UAE, as well as the bank's offshore-based customers.
  • Implementing and integrate the following Cash Management products and services with customer ERP system (Oracle, SAP, MS Dynamics). Like Bulk payment service, Host-to-Host channel with encryption, Banker's and corporate cheque printing, Consolidated account Reporting, Salary Transfer Services for Wages Protection system, Electronic Salary Transfer Services, Swift for Corporate Clients, Direct Debit, Corporate Cheque Scanning, Virtual Accounts, Corporate Funded Cards, Cash Collection Services - CIT & SCDM, Implementation of MT940/950 for AR/AP.
  • Provide inputs in the development / enhancements of Conventional & Islamic Cash Management products and related processes.
  • Formulates Business Requirement and Functional Specifications documents on assigned product initiatives.
  • Managing implementation of monthly average of 110 corporate cash deals.
  • Ensures that the expected revenue to the bank of various cash management products implemented is realized.
  • Manages cash management products implemented by providing customer utilization and penetration reports.
  • Assists in conducting Customer Acceptance Testing in order to ensure that the product launched functions properly and meets customer's requirements and bank's internal policies.
  • Ensures that legal documentations are in order on all products sold and all necessary back-office set-up are executed in accordance to the department's Standard Operating Procedures.
  • Take corrective action where there is a problem identified until that problem is resolved to the customer's satisfaction.
  • To act as backup for Head of Product Implementation.
  • Leading and managing 5 members of team.
  • Collaborate with other internal teams to improve customer experience.
  • Increase transaction utilization through monitoring and follow ups with customers and internal stakeholders.
  • Ensure adherence to the bank policies and established procedures.
  • Improve customer service quality by studying, evaluating, and re-engineering processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Sr. System Analyst (Technical Team Lead + Development)

Abu Dhabi Commercial Bank
04.2008 - 07.2012
  • Responsible for leading the team of developers, taking the initiative and leading by example in dealing with the technical challenges during the software development process.
  • Involved in the technological decision for selecting the right tools and technologies for the software application development process.
  • Perform the requirement analysis for the development of software applications based on the input from the system end-users and other stakeholders.
  • Prepare the detailed functional specifications document outlining all business aspects and technical components.
  • Developed and architect payment hub system for bank, which is the core of all types of payment processing through different channels.
  • Create a reward points platform, which will give cashback facilities to customers.
  • Developing Request for Proposals (RFP), Technical Evaluations and Proposals by consolidating technical (platform, programming languages, database, design tools etc.), financial, functional requirements and time constraints.
  • Participate in the System Design Phase by preparing various system Use Cases, Class Diagrams, Association Diagrams and Data Flow Diagrams (DFDs).
  • Carrying out extensive application development using .NET, ASP/ASP.NET, Microsoft C#, VB.NET JAVA/J2EE (JSPs, EJBs), JDBC/ODBC, XML/XSLT, Java Servlets, MVC.NET, XHTML, JavaScript, Business Objects, Remedy, ETL, Crystal Reports, ORACLE & SQL Server Database, MS Access Database, IBM websphere Application Server, IIS, Visual Studio, Adobe Dreamweaver, VSS, Microsoft Team Foundation Server.
  • Developing and designing the Database Structure including Schemas, Views and Database Tables for the software applications. Also prepare the ER Diagrams maintaining the relationship of various database entities.
  • Responsible to perform the configuration management and testing using the specified tools and techniques for the developed applications and to facilitate the User Acceptance and devising full roll-out strategy of the software applications.
  • Writing the user & administration manuals and reference guides outlining detailed steps in order to help end users making effective use of the developed applications.
  • Supporting the end-users of the applications by helping in fixing quick bugs, minor changes and upgrade release of the software applications.
  • Updating the Senior Management on the Projects Status through status reports on the regular basis.
  • Analyzing the technical requirements and formulating them as Project Proposals outlining Project execution plan, technical solution and cost and effort estimation details for various clients.
  • Responsible for developing and implementing change control processes for the development team to follow.
  • Responsible for overseeing the team of developers and man management of staff including carrying out performance reviews/trouble shooting and attending high level meetings with the other Users.
  • Ensure application development staff is engaged throughout software development lifecycle, also ensure development meets or exceeds customer requirements.
  • Monitor technology trends such as emerging standards for new technology opportunities.
  • Involved in the source code review of various classes developed by other team members in the project.
  • Code Refactoring based on the Code Review.
  • Communicate with QA team for testing of application and fixing the reported bugs.
  • Mentored junior members of team on a number of engineering skills, including technical and process oriented education.

Software Consultant (Technical Team Lead + Development)

Emirates Bank International
11.2006 - 04.2008
  • Company Overview: [On deputation from Raqmiyat LLC]
  • Perform the requirement and gap analysis for the development of software applications based on the input from the system end-users and other stakeholders.
  • Establish the terms of reference document based on the collected artifacts during the requirement gathering process for software applications.
  • Participate in the System Design Phase by preparing various system Use Cases, Class Diagrams, Association Diagrams and Data Flow Diagrams (DFDs).
  • Develop software application using ASP.NET (C#, VB.NET), ADODB/OLEDB, XML/XSL, .Net Framework, MVC Framework, XHTML, JavaScript, ORACLE & SQL Server Database, Visual Studio 2003, Visual Studio 2005 & Visual Studio 2008, Worked on VSS for versioning. Furthermore, he is comfortable in using the Windows 2003, Windows 2000, Windows XP and Red Hat Linux Operating System platforms.
  • Developing and designing the Database Structure including Schemas, Views and Database Tables for the software applications. Also prepare the ER Diagrams maintaining the relationship of various database entities.
  • Develop the system design document and functional requirement specifications documents as part of the System Design and Analysis Phase of Projects.
  • Perform the Code Reverse Engineering, Software Customization, Enhancements on the existing and open source applications so as to tailor them as per the customer needs.
  • Responsible to perform the configuration management and testing using the specified tools and techniques for the developed applications and facilitate the User Acceptance Tests by preparing the test cases for the applications.
  • Preparing the Production and Development environment and performing the full roll-out of the applications ensuring smooth transition.
  • Developing the user & administration manuals and reference guides outlining detailed steps in order to help end users making effective use of the developed applications.
  • Supporting the end-users of the applications by helping in bug fixing, changes and upgrade release of the software applications.
  • During the software development projects, updating the Project Managers & Senior Management on the Project Status through brief status reports on the agreed frequency (weekly, monthly or quarterly).
  • Performing the technical evaluation of potential acquired solutions, preparing feasibility report from technical and financial perspective and providing recommendations to decision makers on such applications and products.
  • Leading a development team of .NET, also involve in the development of in-house application development along with team members.
  • Lead a development team in order to meet projected goals including directing software implementation for users in order to place a software/Application into operation.
  • Analyze user problems and operations then design application systems in order to develop functional requirements for proposed software including time estimates.
  • Involved in the source code review of various classes developed by other team members in the project.
  • Monitor and track software development progress in order to provide and/or recommend the appropriate application of database resources and/or technology in order to meet development and support requirements.
  • Communicate with QA team for testing of application and fixing the reported bugs.
  • Participate in reviews and walk-through of feasibility reports, functional requirements, software designs, program specifications, coding, test plans, and results.
  • Involved in giving demo to the client of developed applications and getting sign off from them.
  • [On deputation from Raqmiyat LLC]

Team Lead: Analysis + Designing + Scheduling + Costing + Development

NexGen Technologies Incorporation
04.2003 - 10.2006
  • Company Overview: www.nexgeninc.com
  • Leading a development team of PHP & .NET team, and also involve in the development of applications.
  • Lead a development team in order to meet projected goals including directing software implementation for users in order to place a software/Application into operation.
  • Completing the programming tasks from inception till transition phase of the SDLC independently and within the teams.
  • To evaluate and analyze the user requirements and to draft them in the form of system requirement specification (SRS) document.
  • To perform code analysis of existing software programs and to modify them as per the customer needs.
  • Providing the inputs including the proposed platform, programming languages, database engine, project time lines and costing details on the proposals submitted to the clients by the sales team.
  • Participate in the system and database design phase by developing the Class Diagrams, ER Diagram using the UML tools.
  • Producing the user manuals and supporting documents to help the system end-users in proper usage of the systems & applications.
  • Testing the developed programs to ensure the expected results are achieved; also carry out the load testing, unit, integration system testing of these applications.
  • Working with the end users in carrying out the acceptance testing and ensuring smooth completion of transition phase.
  • Providing support on the developed applications to the end users and customers.
  • Testing, debugging, diagnosing and correcting the developed applications within established testing protocols, guidelines and quality standards.
  • Take active role in functional, unit and integration testing of applications.
  • Supporting the end-users of the applications by helping in fixing quick bugs, minor changes and upgrade release of the software applications.
  • Provide input in the technological decisions related to the products and software application selection.
  • Updating the IT manager on the status for the on-going and completed projects.
  • Mentored junior members of team on a number of engineering skills, including technical and process oriented education.
  • Involved in the source code review of various classes developed by other team members in the project.
  • Providing effective inputs during the selection process of specific technology and platform for the implementation of software solutions for the clients.
  • Perform Project Management / Coordination activities for certain on-going projects.
  • Www.nexgeninc.com

Intern Software Engineer

Iways
09.2002 - 02.2003

Education

MS - Telecommunication (Mobile)

University of Management and Technology
Lahore
01.2003 - 05.2004

Bachelor of Computer Science (Honors) - undefined

Institute of Leadership and Management
Lahore
01.2000 - 05.2002

Skills

Solution Architecture

Internship

Iways, 09/01/02, 02/28/03, Intern Software Engineer, Development

Attended Trainings

  • Leadership 4.0
  • Transformational Leadership
  • Project Management Professional Training (PMP)
  • Product Management
  • Effective Communication
  • Rational BuildForge Technical Enablement
  • Microsoft Enterprise Voice and Unified Communication
  • Payment Card Interface - Data Security Standard
  • TIBCO Development Training
  • Fundamental of Sales
  • Certificate in International Cash Management (certICM) Course
  • Breakthrough Customer Services
  • Time Management
  • Fraud Prevention
  • Operational Risk
  • Business Continuity Planning
  • Compliance Foundations
  • Information and Physical Security Awareness
  • Advanced AML

Personal Information

  • Passport Number: AD5174414
  • Date of Birth: 02/12/81
  • Gender: Male
  • Nationality: Pakistani
  • Marital Status: Married
  • Visa Status: Golden Visa UAE

Timeline

Senior Manager Channel Implementation and Customer support

Abu Dhabi Commercial Bank
01.2024 - Current

Product Implementation Manager

Abu Dhabi Commercial Bank
08.2017 - 01.2024

Assistant Manager - Product Implementation & Support

Abu Dhabi Commercial Bank
08.2012 - 08.2017

Sr. System Analyst (Technical Team Lead + Development)

Abu Dhabi Commercial Bank
04.2008 - 07.2012

Software Consultant (Technical Team Lead + Development)

Emirates Bank International
11.2006 - 04.2008

Team Lead: Analysis + Designing + Scheduling + Costing + Development

NexGen Technologies Incorporation
04.2003 - 10.2006

MS - Telecommunication (Mobile)

University of Management and Technology
01.2003 - 05.2004

Intern Software Engineer

Iways
09.2002 - 02.2003

Bachelor of Computer Science (Honors) - undefined

Institute of Leadership and Management
01.2000 - 05.2002

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Muhammad Faizan Zahid