Shirine Mroueh Email & Phone Number

Beirut Governorate, Lebanon

As the Product Director & Customer Relationships at MyMonty, I am responsible for driving the company's product strategy, roadmap, and lifecycle while ensuring the delivery of successful products that meet customers' needs and ensure client satisfaction, retention, and growth.

Beirut, Lebanon

Oversee all business and financial operations, including operational P&L management reporting, globally.• Design, implement, and manage a cohesive operational strategy and ensure operational efficiency globally, as well as create training programs and operations plans that can be understood by each employee.• Manage all strategic business operations, including internal development and adoption of best practices, policies, and procedures.• Serve as the key contact for all internal communications and operational issues between global offices and personnel and manage external partners and vendor relationships (white label solution) for operations and financial reporting functions.• Oversee employee relations, recruitment, professional development, and training programs.• Engage in executive committee meetings and strategy sessions, develop business cases and drive the adoption of processes that streamline strategic decision-making • Building deep understanding of business requirements, personas, user journeys, business processes, and customer experience• Improve rankings by performing on regular basis customer reviewsGenerate monthly customer segmentation, transaction, and operational reports, as well as KPIs and ROI analyses, and offer appropriate recommendations.• Partner with omnichannel providers to obtain their technology to provide customers with a seamless experience.• Monitor daily trading operational activities and coordinate between internal & external parties to resolve issues. •Responsible for the end-to end product development process, from ideation to launch. •create exceptional customer experiences through innovative product solutions.

Beirut, Lebanon

- Managed CSC Group-Bank accounts such as banks and financial institutions and supported them, in collaboration with the business development section, to identify suitable market payment technologies and products such as digital and mobile solutions or credit, debit, or prepaid cards before developing and releasing such solutions- Supervised the issuing process of branded cards after securing licenses from relevant card associations such as Visa, MasterCard, and checked them on different platforms for specific responses, errors, and troubleshot before live dates- Controlled customer-related digital payment initiatives using Host Card Emulation (HCE) technology in collaboration with various stakeholders (the card association, the application provider, and CSC Group-Bank clients)- Oversaw the data migration process in core banking and maintained the smooth flow of entries, balances, customer records, contracts, products, KYC details, and other types of financial/non-financial data from source to a target system- Monitored the induction and development of the staff and their advancement through their annual performance review and probation reports, preparation, and development to ensure that they provide excellent customer support

Beirut, Lebanon

- Treated CSC Group-Bank customers (cardholders) inquiries and provided them with the right responses to their questions by knowing their expectations in a short time and proposing the right options to satisfy their needs- Contacted cardholders for parameter adjustments and arranged with the settlement department for cardholder deposits and ADLs- Tracked both credit and transactions regularly to verify the presence of issues and to detect fraud attempts- Dealt with complaints and doubts properly to protect the credibility of the company

Beirut, Lebanon