Muhammad Asad Bin Faruq

Current project: NW Bank USA - End to end implementation of MS D365 based CRM Implementation for retail banking, and branch users to capture, track, and resolve customer complaints and service requests.

Previous project: Barclay Card Germany - Implemented series of feature enhancements from product roadmap to improve existing implemented MS D365 based CRM, Mobile, and internet banking systems.

Features Worked on:

• Self-service credit card application process
• Campaign management solution to collect customers consent for latest terms and provide latest information required for credit score checks.
• Enhanced bank's system to offer customers payment protection insurance and overdraft protection.
• Integrated with sales force marketing cloud enabling the bank to leverage CRM data to automate and personalize marketing activities.

Overall responsibilities and skills used:

• Assessed business requirements to create focused solutions.
• Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
• Developed comprehensive documentation to support end-users and facilitate future enhancements.
• Trained business personnel in use of systems.
• Performed UAT to deliver well-tested enhancements and meet business requirements.
• Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
• Use Power BI to extract insurance and bank product sales, complaints, and service requests, using DAX queries for monitoring KPIs, and develop reports and dashboards.
• Collaborated with upper management to drive strategy and implement new processes.

Technical Environment: Jira, Confluence, MS Azure DevOps, MS Office, MS Visio, MS SharePoint, Power BI, Draw.io, Balasmiq, Figma

• Implemented leasing and asset finance solutions that enabled companies to originate loans and do end-to-end contract management
• Conducted requirement-gathering sessions with clients to analyze functional and technical requirements
• Collaborated with product owners and solution architects to perform gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Analyzed RFIs / RFPs for automotive and equipment leasing and financing SAAS solutions
• Collaborated with cross-functional teams (PMO, Dev, SQA, Infra, legal & compliance) to calculate effort estimations and utilize those efforts to develop project plans and costing
• Notable clients: BMW Financial Services APAC (5-year multi-country contract worth 30 million USD), Allica Bank UK (2-year contract worth 5 million USD), Mercedes Benz Financial Services (existing client maintenance)

Technical Environment: Jira, Confluence, MS Office, MS Visio, MS Project, MS SharePoint, MS Teams, Lucidchart.

• Onboarded 7 banks to implement Masterpass by Mastercard; QR-based digital wallet solution (mobile app) that allowed banks to acquire and issue digital wallet payments
• Increased project success rates with thorough requirement analysis and effective communication between stakeholders.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Assisted bank branch users and back office staff to improve client satisfaction.
• Developed training manuals and conducted demos and training for clients and internal cross-functional teams
• Consistently met tight deadlines under pressure while maintaining exceptional attention-to-detail standards expected in high-stakes situations.

Technical Environment: Slack, smartsheet, MS Office, MS Visio, MS Project, MS SharePoint, Draw.io, Balasmiq, Pencil.