Marwan Ali Al Kharusi
Unit Head - Digital Banking
Muscat
Summary
Experienced professional with a strong background in managing digital banking operations, driving efficiency and customer satisfaction. Skilled in implementing innovative technologies to streamline processes and enhance user experience. Proven track record of successfully leading cross-functional teams to achieve business objectives. Passionate about staying ahead of industry trends and delivering exceptional results in a fast-paced environment.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
Unit Head - Digital Banking
Bank Muscat
06.2022 - Current
- Develop and implement the bank's digital banking strategy aligned with corporate goals.
- Oversee operations and performance of all digital channels (online banking, mobile banking, digital wallets and remittance App).
- Drive digital transformation initiatives to enhance customer experience and operational efficiency.
- Lead product development and innovation in the digital space, ensuring timely delivery and high-quality customer solutions.
- Collaborate with IT, Marketing, Compliance, Risk, and other departments to ensure seamless digital product deployment.
- Manage and mentor a team of digital professionals to achieve departmental and organizational objectives.
- Implemented new digital banking features, resulting in enhanced security measures and fraud prevention.
- New UX/UI Designer for Banking Apps
- Weekly & Monthly management update of digital banking outcome and plan status.
- Manage and handling Projects, CRs.
- Prepare and review BRD for any required projects.
- Prepare and review all test cases required.
- Leadership & Interact and participate in the testing process with the team members.
- Report any functions issues or technical issues.
- Liaise with Vendor, IT and PMO team for any requirement, change or implementation.
- Provide quick and effective solutions to avoid impact any features & system.
- Deliver the projects in planned date and provides all the required signoff before the deadline.
- Coordinate with the IT team and MB channel team to make sure that all added functions are working as planned, if so, it is ready to be approved and then deploy to production.
- Monitoring App after go live for all customers and coordinate with customer service for any feedback.
- Analyzed customer feedback data to identify areas for improvement and optimize digital banking services.
Manager - Mobile Banking
Bank Muscat
02.2018 - 06.2022
- Driving and make sure Mobile Banking App functions working as expected in production 24/7
- Production app bugs Observation and raise to IT and vendor to fix issue.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitor and prepare mobile banking reports (remittance daily, Weekly MIS, Monthly MIS)
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Promoted digital banking solutions to customers, increasing adoption rates and driving operational efficiency.
- Analyzed customer feedback data to identify areas for improvement and optimize digital banking services.
Assistant Manager - ATM/CDM
Bank Muscat
10.2015 - 02.2018
- Leading and managing the entire ATMs & CDMs network for the bank.
- Monitor ATMs/CCDMs performance and escalate issues when required to the respective business heads & seek early resolution.
- Analyze downtime reports & suggest ways to minimize them.
- Introduced new initiatives such as Mobile ATM kiosks installations with effective cost optimization.
- Implemented Statement printer kioks.
- Installation new ATM/CDM/FFM and relocated with new locations.
- Coordinated with internal & external teams to ensure the operational readiness of the machines.
Digital Banking
National Bank of Oman
03.2010 - 08.2015
- Educated customers on digital banking tools, leading to increased adoption of online and mobile services.
- Leading Internet banking.
- System testing and enhancement.
- Driving Mobile Banking project.
- Coordinate to increase online transactions.
- Business owner SMS Banking project.
- Handling all customer complains and resolved on the time.
- Report and follow up System faults.
- Monitoring all bill payments.
- Monitor ATMs/CCDMs performance and up time.
- Analyze downtime reports & provided the solution for ATMs & CDMs.
- Introduced new initiatives such as Mobile ATM kiosks installations with effective cost optimization.
- Mobile Branch: Acted as Single Point of Contact with vendors, internal business units, and regulators (ROP, SSS, CBO), during the fabrication and delivery of the 1st Mobile branch for the bank.
- Tested the mobile branch systems to ensure smooth operations and deployment.
- Coordinated with internal teams to ensure the operational readiness of the mobile branch.
Pre-press CTP and server operator
Oman Establishment for press new and publication and advertisement
01.2009 - 02.2010
Telecom Operator
Shivani Oil & Gas Company
02.2004 - 08.2005
Education
Bachelor Degree - Mobile Computing
Gulf College
01.2005 - 01.2008
Skills
- Collaborative team development
- Cross-functional collaboration
- Adaptability & Learning Agility &
- Social media management
- User experience design
- Team collaboration
- Enhanced networking strategies
- Market analysis and research
Certification
Customer care skills for customer service
Accomplishments
- New UX/UI Designer for Mobile Banking App.
- Launched Apple Pay & Samsung Pay
- New UX/UI Designer for Meethaq Mobile Banking App.
Personal Information
- Date of Birth: 12/13/81
- Nationality: Omani
- Marital Status: Married
Timeline
Unit Head - Digital Banking
Bank Muscat
06.2022 - Current
Manager - Mobile Banking
Bank Muscat
02.2018 - 06.2022
Assistant Manager - ATM/CDM
Bank Muscat
10.2015 - 02.2018
Digital Banking
National Bank of Oman
03.2010 - 08.2015
Pre-press CTP and server operator
Oman Establishment for press new and publication and advertisement
01.2009 - 02.2010
Bachelor Degree - Mobile Computing
Gulf College
01.2005 - 01.2008
Telecom Operator
Shivani Oil & Gas Company
02.2004 - 08.2005
Similar Profiles
Hardik SachaniyaHardik Sachaniya
Sr. Control Self-assessment & Governance at Bank MuscatSr. Control Self-assessment & Governance at Bank Muscat
RANAD AHMED AL BALUSHIRANAD AHMED AL BALUSHI
Acquisition officer at Bank MuscatAcquisition officer at Bank Muscat
Nasar ThansilNasar Thansil
Application Support Engineer (ATM) at Bank MuscatApplication Support Engineer (ATM) at Bank Muscat
Salim Al DhawiSalim Al Dhawi
Field Accommodation Inspector at Superiority of Modern ServicesField Accommodation Inspector at Superiority of Modern Services
Mahmood Al LawatiMahmood Al Lawati
Group General Manager at Realty Gate LLC, Swan Interiors, Creative Design House, Qabas UnitedGroup General Manager at Realty Gate LLC, Swan Interiors, Creative Design House, Qabas United