Experience

EFG Holding

• Egypt
• Financial Services
• 700 & Above Employee

• Online trading manager

  • Mar 2007 - Present



EFG Hermes, Egypt

• Egypt

• Vice President Online Trading

  • Mar 2007 - Present

  • Generates different type of reports to monitor customer trading activities such as - Active client on the trading platform - Productivity of the new services applied on the online trading products - Market trades VS online trades ratios in order to follow any unexpected changes - Customer satisfaction surveys in order to enhance our service quality based on customer requests • Handles all activities related to high portfolio GCC accounts and customers. • Assists customers in managing all Online and Brokerage Services for the retail clients in EFG Hermes Kuwait and Egypt. • Coordinates between Online Trading Department and other departments within Egypt or in any other company Subsidiaries. • Manages the business from a delivery point of view, attends weekly meetings and calls with management to provide status updates. • Works independently with some general direction from program management leadership. • Manages a team of 5 customer service representatives (CSR) which includes running 1-1 meetings, performance coaching, trainings’ planning, escalation management as well providing guidance on several EFG policies and tools. o Follows up on daily CSR activities, weekly dashboards and utilization hours per team member in Kuwait and Egypt. o Solves major technical issues facing customers and ensures customers’ complaints are fixed and their satisfaction is met. Show less