Head Of Human Resources

• Jun 2021 - Present

Business Development Manager

• Nov 2020 - Present

Human Resources Manager

• Oct 2019 - Nov 2020

HR Manager

• Dec 2017 - Oct 2019

Human Resources Manager

• Oct 2015 - Oct 2017

Maintains and enhances the organization's human resources by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices. Maintains the work structure by updating job requirements and job descriptions for all positions. Maintains organization staff by establishing a recruiting, testing, and interviewing program;counseling managers on candidate selection; conducting and analyzing exit interviews;recommending changes. Prepares employees for assignments by establishing and conducting orientation and trainingprograms Ensures planning, monitoring, and appraisal of employee work results by training managers tocoach and discipline employees; scheduling management conferences with employees;hearing and resolving employee grievances; counseling employees and supervisors.Informs employees of benefits by studying and assessing benefit needs and trends;  Maintains management guidelines by preparing, updating, and recommending human resourcepolicies and procedures. Maintains historical human resource records by designing a filing and retrieval system; keepingpast and current records. Maintains professional and technical knowledge by attending educational workshops; reviewingprofessional publications; establishing personal networks; participating in professionalsocieties. Completes human resource operational requirements by scheduling and assigning employees;following up on work results. Maintains human resource staff by recruiting, selecting, orienting, and training employees. Contributes to the acomplishment of company’s objectives and strategy by designin tailor-madetraining programs and training presentations and also lecturing them. Maintains human resource staff job results by counseling and disciplining employees; planning,monitoring, and appraising job results.

Training Specialist

• Mar 2011 - Jul 2012

Managed, organized, updated and registered the staff training database. Person in charge of the ProCredit Bank-Training Center and its assets.Prepared and drafted all the reports directed to the Board of Directors, ProCredit Holding and different departments, as well as to the third parties.Evaluated training materials prepared by the instructors, i.e. outlines, texts and handouts.Coordinated, scheduled and conducted business and technical training for the newly employed staff and the current employees.Organized, developed and obtained training procedure manuals, guides and course materials. Monitored training costs to make sure that the allocated budget is not exceeded, and prepared detailed budget reports on the training programs’ expenditures.Selected and assigned the instructors who would conduct the trainings.Identified and assessed the staff’s training needs by conferring with managers and supervisors or conducting surveys.Produced training materials for in-house courses as appropriate. Amended and revised materials as necessary to adapt to the possible changes.Facilitated the execution of all training plans.Evaluated periodically the effectiveness of the training programs.

Customer Care Specialist/ Customer Care Coordinator

• Feb 2010 - Mar 2011

Advised clients and managed the complaints in relation with all the related sectors in order to understand what went wrong. Identified problems and proposed solutions for the improvement of the services and the changes of the procedures.Prepared complaint reports on three, six and one year basis.Kept and registered on daily basis the complaints and suggestions that came from different clients.Monitored the internal and external competitors on customer care changes and innovations and suggested to the management due changes of service elements or procedures. Prepared customer surveys for the needs of the interested sectors.Took part in the designation of the new products and procedures by seeing them from the customer care point of view.Visited all the Bank’s premises and organized staff meetings to define and identify the level of the customer care and the needs of staff for trainings.Edited all the sectors’ materials that are directed to the clients from the customer care point of view.Prepared and redact all client’s notifications and letters directed to third parties.Reported to the Sector Manager and Board of Directors about various sector issues.Performed other duties assigned by the direct manager;

Loan officer

• Jun 2005 - Feb 2010

Managed and increased the clients portfolio (private Individual target group, also for Energy Efficiency loans)Maintained a high portfolio quality.(1%-3% of the total portfolio volume)Actively attracted new bank customers through direct promotion by organizing meetings with groups of clients, or active promotion in institutions by presenting them with the loan products and other products of the bank.Decided whether the credit customers met the bank’s requirements.Visited customers’ businesses and family premises to conduct loan capacity analysis; Conducted risk estimation i.e. the financial data analysis and security evaluation by verifying all the information provided by the clients, about the clients’ situation. Compiled and analyzed loan applications and submitted them to the Credit Committeefor consideration;Ensured ongoing communication with actual and potential candidates;Followed up arrears as an important part in the payment negotiations and in arrears committees. Trained new staff on-job for the loan officer position.