Manal Alnefaie

• Manage and drive the roadmap and delivery of two core digital platforms: a customer-facing platform and an internal operations system, focused on improving collection efficiency and user experience.
• Work closely with a cross-functional team including Business Analysts and UX designers, guiding discovery, defining requirements, and aligning delivery with product goals.
• Coordinate with external vendors by defining requirements, prioritizing enhancements, and ensuring delivery of improvements related to internal collection systems.
• Led a key integration initiative with external platforms (e.g., EFAA), enabling seamless payment processing and improving operational efficiency.
• Defined customer segmentation and proactive communication strategies based on customer behavior and predictive insights, enabling more targeted engagement and improving payment behavior.

• Enhanced internal collection system by enabling prioritization of customer cases based on scoring insights, improving operational focus and efficiency.

• Led the development of a cross-system digital legal journey, working closely with business stakeholders to define requirements and coordinate across multiple teams and platforms, enabling automated case escalation based on predefined rules.

• Owned the product area responsible for billing and payment management for customers, driving enhancements to improve clarity, usability, and overall payment experience.
• Led product discovery in collaboration with UX by analyzing customer feedback and behavioral data, identifying key pain points and translating insights into high-impact product enhancements.
• Defined and delivered features such as account statements, expected billing calculators, and improved billing communication (email/SMS), enhancing transparency and improving payment behavior.
• Analyzed customer behavior to identify drop-offs in installment journeys, revealing that high down payment requirements limited completion rates, and proposed data-driven improvements to optimize payment structures and increase conversion.
• Led the development of digital payment capabilities by integrating with external payment providers (e.g., HyperPay), working closely with partners from initiation through agreement and implementation.
• Defined and supported the rollout of automated payment solutions, enabling customers to subscribe to auto-payment services and improve collection efficiency.
• Identified inactive accounts as a key contributor to outstanding balances, and drove a data-backed initiative to automatically settle eligible cases, reducing delinquency rates.
• Led a strategic initiative to separate violations from contribution-related billing, improving collection and preparing the platform for integration with external enforcement platforms (e.g., EFAA).
• Collaborated with stakeholders to define requirements, prioritize features, and ensure alignment with business goals and delivery timelines.

• Led the analysis and validation of event-based integrations, including transaction mapping and post-implementation reconciliation to ensure data accuracy across systems.
• Defined and analyzed requirements for automating financial transactions using Straight-Through Processing (STP) and rule-based workflows, enabling seamless and efficient operations.
• Proposed and enabled system integrations (e.g., SADAD) to eliminate manual document dependency, achieving a zero-document process for selected services.
• Analyzed and supported implementation of regulatory updates (PR), ensuring system readiness and alignment with new business rules.
• Collaborated with stakeholders to identify gaps, define requirements, and ensure reliability of financial operations.

• Supported a large-scale digital transformation project (Ameen) by analyzing and migrating complex legacy data into a new platform with different structures.
• Mapped and validated legacy data to ensure alignment, accuracy, and consistency during system transition.
• Proposed an aggregated billing approach to address data structure gaps during onboarding into the new platform.
• Identified data inconsistencies and collaborated with business stakeholders to resolve issues and support decision-making.
• Gathered and analyzed business requirements for a COVID-19 delay penalty waiver initiative, supporting timely implementation and customer relief.

• Developed system enhancements and supported integrations across enterprise platforms
• Performed root cause analysis and resolved system issues to ensure stability
• Monitored system operations and maintained high service availability