Jyoti Ahluwalia

Regional Head of CRM and Propositions, MENA at HSBC Middle East Ltd

Summary
Currently holding the position of Regional Head of CRM and Propositions, UAE and MENA in HSBC Bank
Middle East Ltd.

- > development, deployment and enhancement of banking propositions

-> Driving execution of CRM strategy in MENA
-> Strong background in managing Direct Banking / Self Service channels (Internet, ATMs and Cash/Cheque
Deposit machines) and on-line customer interface.
-> Proficient in Business Consulting role due to a good mix of Business and technical knowledge
-> Strong Program / Project Management and System Analysis / Design skills
-> Extensive experience in Change management and Process re-engineering

Specialties: CRM, Direct Channels, Program / Project Management, Business Consulting, Design Lead for On-
line channels, Process Re-engineering

Experience
Regional Head of CRM and Propositions, UAE and MENA
October 2013 - Present
Driving revenue growth by effective implementation of customer contact strategy and lead management in
Retail Banking and Wealth Management.

Regional Manager, Systems and Processes, Business Performance

October 2011 - September 2013 (1 year 11 months)
Regional implementation of regulatory, End-to-end process reengineering and portfolio management projects
such as FATCA, Amanah exit and Global standards. Also responsible for the management of investments/
funding relating to technology, process and corporate real estate initiatives.

Business Consultant, Change Delivery, MENA

January 2008 - September 2011 (3 years 8 months)
Regional implementation of regulatory, End-to-end process reengineering and portfolio management projects
such as FATCA, Amanah exit and Global standards. Also responsible for the management of investments/
funding relating to technology, process and corporate real estate initiatives.

Regional Manager – Direct Channels, Retail Banking

January 2007 - December 2008 (1 year 11 months)

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 Managed Direct Banking services across the Middle East Region for both Retail and Corporate Customer
Groups through the specific channels of internet, phone (in bound and out bound), Interactive Voice
Recording (IVR), ATMs, SMS, Online Cheque Scanning Deposit/Machines, Bulk Cash Deposit Machines
and e-mails.

IT Project Manager
January 2003 - December 2006 (3 years 11 months)
Manages the end to end implementation of various Internet based key projects such as eSaver and 2G Internet
Banking upgrade.

Programmer Analyst
March 1998 - December 2002 (4 years 9 months)
Software development and implementation of various IT projects in the Middle East.

Education
Delhi University
Bachelors in, Computer Science

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Jyoti Ahluwalia
Regional Head of CRM and Propositions, MENA at HSBC Middle East Ltd

Contact Jyoti on LinkedIn

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