Develop scope and define backlog items (features/user stories) that guide the agile software development team.Document business requirements, functional and non-functional specifications to aid in the development of new business products, solutions, or processes.Works very closely with developers, UX designers. Solve product-related problems, make decisions, complete trade-off analysis to stay on track towards business deliverable commitments.Provide vision and direction to the Agile development team and stakeholders.Creating new digital products to support business needs according to CBE and EBC regulations and Enhancing current digital products by adding market-competitive features.Supporting current digital products operations and solving issues using my experience in collaboration with IT and 3rd party vendors.Generate and analyze reports to get insights, and overall evaluations to make better-informed decisionsWorking with the marketing team to promote new features and manage digital marketing campaigns, flyers, and brochures. Managing bank developer account on digital stores (app publication, store requirements, and notifications) and communicating it with the vendor.

- Responsible for digital banking products, project management & development, planning, and testing over electronic channels- Keeping abreast of FinTech applications, proposing new channel features, and ensuring system and documentation readiness- Provide Digital Banking expertise for employees as they service customers Digital Banking needs, including hardware and software troubleshooting and diagnosis- proactively looking for ways to solve Digital Banking problems and Connect all of the pieces of the initiative by thinking end-to-end, while leveraging all available assets to solve problems- Participating in testing and quality assurances for digital projects and ensuring a successful transition to production.- Support implementation of new projects and change requests (i.e. approved enhancements across digital channels).- Maintaining a good working relationship with our vendor partners to enable improved service levels and deliverables.- Pull Digital Banking reports and generate performance analysis on electronic channels.- Complying with CBE regulations for the Internet Banking services- Complying with CBE regulations for the Mobile Wallet services / Mezza regulations.- Working closely with corporate communication to launch social media channelsBLOM Bank Achievements:- BLOM CONNECT:A unique E-banking experience that uses Omni channels concept which provides the customer a swift, seamless and secure online banking experience through a convenient banking platform using his Mobile/tablet/Laptop with real-time data synchronization.- BLOM Wallet:Blom Wallet is a payment method that allows you to transfer money from your mobile wallet to your friends and family on top of bill payments and ATM deposit/withdrawalImplemented and tested the below features:- QR code.- ATM deposit.- ATM withdrawal.

Worked closely with the team, motivating and coaching them and Reporting to the Customer Service Managerresponsible for preparing the daily reports and the one-on-one coaching sessions.responsible for the Monthly evaluation of each agent's performance.Keeping up to date with any industry changes affecting the business and relaying this knowledge back to the teamApproving Blom Wallet registrations applications and E-banking registration and generating registration reports and per-region analysis.Deescalating clients complaints and Ensuring that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

- Handle and solve all inquiries, requests, and complaints received.- Communicating with other Customer Service subdivisions to answer all relevant customer inquiries- help customers protect their accounts by reviewing suspicious activity, reversing transactions, and reissuing compromised debit and credit cards.- File the department form copies to maintain proper and efficient archiving.