Mahsa Rafiei
Toronto,ON
Summary
Accomplished professional with over 15 years of experience in the technology and financial services industries, specializing in digital transformation initiatives. Proven track record as a Platform and Product Manager, leading cross- functional teams in the development, maintenance, and enhancement of innovative technology platforms. A strategic thinker and problem-solver passionate about leveraging technology to drive business transformation and deliver solutions that meet complex business needs. Recognized for exceptional leadership skills and the ability to collaborate effectively with stakeholders to achieve business objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
VP Member Platform Development
Innovation Federal Credit Union
12.2022 - Current
- Drove digital transformation efforts within the organization by implementing advanced technology solutions that streamlined workflows and improved customer experience.
- Collaborated closely with various department heads on strategic planning initiatives to ensure alignment between corporate goals.
- Negotiated favorable contracts with vendors, securing advantageous terms for the company while maintaining strong professional relationships.
- Oversaw the maintenance, support, and enhancement of key technology platforms, including the online and mobile banking solution, CRM system, customer onboarding, and loan origination systems, ensuring high availability and performance.
- Led a cross-departmental collaboration effort to identify and analyze business and client needs, successfully delivering tailored solutions that enhanced user experience and operational efficiency.
- Developed and executed a comprehensive product roadmap for each platform, focusing on the organization's digital growth strategy, driving continuous innovation.
- Managed relationships with third-party vendors, ensuring the integration of best-in-class platforms that supported the company s strategic objectives and business needs.
- Directed a talented team of product owners and managers, fostering a collaborative environment focused on delivering the roadmap and achieving key performance indicators.
- Implemented initiatives that significantly increased the usage and adoption of the Dynamics 365 CRM system across the organization, establishing it as a central tool for daily operations.
- Introduced innovative solutions and standardized processes that boosted SLA compliance, resulting in improved service quality and accountability.
Senior Manager, Product Development
VeriPark Software Solutions
10.2015 - 10.2022
- Led the grooming of the product roadmap, ensuring it reflected market trends and the strategic direction of the company while incorporating feedback from key stakeholders to drive continuous innovation.
- Oversaw the product development lifecycle from ideation to launch, managing timelines, resources, and deliverables that drove customer satisfaction and business value.
- Directed the implementation of the company's offerings built on Microsoft Dynamics 365 platform including the CRM solution, loan origination and client onboarding systems as well as innovative customer journeys on digital channels.
- Led a dedicated team of business analysts in producing detailed product documentation, training materials, and e- learning courses, significantly enhancing the end-user experience and product literacy.
- Mentored a team of business analysts and consultants, fostering professional growth and enabling their active participation in high-impact projects.
- Played a pivotal role in presales activities, leveraging deep industry knowledge to consult on digital transformation strategies for financial services clients.
- Presented solutions to C-level executives, effectively communicating the value proposition and strategic benefits of the company s offerings.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Facilitated cross-functional workshops with technical and non-technical teams to align on product vision and execution, fostering a culture of collaboration and shared success.
Manager, CRM Business Consulting
Dot.Cy Development
01.2015 - 06.2015
- Conducted comprehensive business analysis and process reengineering to optimize CRM-related workflows.
- Expertly performed process mapping, identifying key areas for improvement and implementing strategic changes that enhanced customer service operations.
- Provided business consulting services, advising on best practices for CRM utilization and helping clients achieve their customer relationship management goals.
- Coordinated project activities, ensuring seamless collaboration between technical architects, developers, and testers for smooth delivery of CRM solutions.
- Managed stakeholder relationships, fostering strong partnerships both internally and with clients.
- Acquired specialized experience in the telecommunications industry, developing a robust CRM solution tailored to the unique needs of telecom companies.
Business Analysis Team Head
VeriPark Software Solutions
03.2014 - 07.2014
- Led a dynamic team of business analysts, providing expert guidance in performing detailed analysis for project implementation.
- Identified knowledge gaps within the team and implemented a coaching program that enhanced the team's analytical capabilities and performance.
- Managed and prioritized work assignments, ensuring optimal allocation of resources and adherence to project timelines.
- Reviewed the work of team members to guarantee high-quality deliverables.
- Played a key role in building customer relationships, establishing trust and fostering long-term partnerships.
- Actively involved in presales activities, conducting solution demonstrations that showcased the company's capabilities.
Business Analyst | Presales Consultant
VeriPark Software Solutions
11.2010 - 03.2014
- Gained hands-on experience performing business analysis, developing a deep understanding of client needs and delivering actionable insights.
- Gathered and analyzed business requirements, playing a pivotal role in the development of client-centric software solutions for the banking and insurance industries.
- Documented requirements meticulously, ensuring clarity and precision in communication between stakeholders and the development team.
- Conducted process mapping to streamline operations and standardize processes.
- Performed training on the company's solutions, enhancing client understanding and product utilization.
- Engaged in presales activities, effectively demonstrating the value proposition of the company's products to potential clients.
- Facilitated workshops with clients to educate them about the company's offerings.
- Contributed to proposals and RFPs, showcasing the company's capabilities and securing new business opportunities.
- Worked on various projects across the banking and insurance sectors, gaining a broad understanding of industry-specific challenges and solutions.
Assistant Project Manager
VeriPark Software Solutions
09.2009 - 01.2010
- Conducted in-depth business analysis, identifying and addressing critical system and process requirements that drove the development of robust software solutions.
- Oversaw quality assurance and testing procedures, ensuring all deliverables met the highest standards of quality, which led to reduction in post-deployment issues.
- Designed and delivered comprehensive training programs for clients and internal teams, enhancing product knowledge and operational competence.
- Played a key role in gathering business requirements and process mapping, streamlining project workflows and improving client satisfaction rates.
- Formulated detailed project plans and status reports, providing transparent communication to stakeholders and maintaining alignment with project goals.
- Enhanced overall project efficiency by implementing best practices in quality management, resulting in consistently high-quality deliverables and client commendations.
IT Business Analyst - Intern
Emirates Islamic Bank (Formerly Dubai Bank)
06.2008 - 09.2008
- Tasked with the requirements gathering, business analysis, functional design, and testing phases of project development, ensuring comprehensive coverage of client and system needs.
- Designed business processes and documented requirements, screen layouts, and functional specifications, contributing to the clarity and efficiency of project execution.
- Prepared and distributed minutes of meetings, and status reports, maintaining timeliness and accuracy in communication.
- Attended department meetings to report on findings and to brainstorm and share new ideas with other team members.
- Facilitated communication between technical teams and end-users during system implementation projects.
Education
Master of Science - Financial Computing
UCL, University of London
London, UK09.2008
Bachelor of Science - Information Communication Technology
Queen Mary, University of London
London, UK07.2007
Foundation Program (A-Levels Equivalent) - Computer Science Foundation Program
University of Leicester
Leicester, UK07.2004
Skills
- Leadership and People Management
- Client Relationship Building
- Business Consulting
- Project Management
- Training and Development
- Stakeholder Management
- Process Improvement
- Digital Transformation
- Analytical and Critical Thinking
- Process Reengineering
- Problem Solving
- Business Analysis
- Business Architecture
- Product Management
Languages
English
Native or Bilingual
Persian
Native or Bilingual
Arabic
Limited Working
Certification
- SLII - Situational Leadership
- Conversational Capacity
- Certified Internal Auditor (CIA)
- Microsoft Digital Transformation: Financial Services
- MCPS: Microsoft Certified Professional
- Microsoft Dynamics 365 Marketing Functional Consultant
- Microsoft Dynamics 365 for Sales
- Management Excellence at Microsoft: Model, Coach, Care
- Basic Practitioner of Neurolinguistic Programming
Timeline
VP Member Platform Development
Innovation Federal Credit Union
12.2022 - Current
Senior Manager, Product Development
VeriPark Software Solutions
10.2015 - 10.2022
Manager, CRM Business Consulting
Dot.Cy Development
01.2015 - 06.2015
Business Analysis Team Head
VeriPark Software Solutions
03.2014 - 07.2014
Business Analyst | Presales Consultant
VeriPark Software Solutions
11.2010 - 03.2014
Assistant Project Manager
VeriPark Software Solutions
09.2009 - 01.2010
IT Business Analyst - Intern
Emirates Islamic Bank (Formerly Dubai Bank)
06.2008 - 09.2008
Master of Science - Financial Computing
UCL, University of London
Bachelor of Science - Information Communication Technology
Queen Mary, University of London
Foundation Program (A-Levels Equivalent) - Computer Science Foundation Program
University of Leicester
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