Experience

EGBANK

• Egypt
• Banking
• 700 & Above Employee

• Operations Manager

  • Nov 2020 - Present

  Cairo, Egypt • Lead a team of 6 to monitor and validate all related transactions according to the authority matrix, driving transaction accuracy from ~70% to 95%+. • Follow up on internal control team reports and audit reports to ensure adherence to policies and procedures, improving operational compliance from ~60% to ~80%. • Resolve all branch operational and account issues, including identifying dormant accounts to issue refunds and close accounts, cutting the number of dormant accounts from ~1300… Show more • Lead a team of 6 to monitor and validate all related transactions according to the authority matrix, driving transaction accuracy from ~70% to 95%+. • Follow up on internal control team reports and audit reports to ensure adherence to policies and procedures, improving operational compliance from ~60% to ~80%. • Resolve all branch operational and account issues, including identifying dormant accounts to issue refunds and close accounts, cutting the number of dormant accounts from ~1300 to under 800 in 3 months. • Train and mentor new team hires performance improvement opportunities by simplifying policies and procedures to ensure quality daily operations, helping develop the team towards promotions into new roles. • Determine and approve branch cash needs to remain under budget on balance ledgers with 100% accuracy. • Establish environment of high-quality customer service by reviewing complaints, resolving operational issues, and referring potential sales opportunities for new products or services.

• Head Cash

  • Dec 2017 - Nov 2021

  Cairo, Egypt • Opened a new branch with zero operations managers by training 4-5 tellers on complex transactions, customer service, product knowledge and operations. Managed leave by tellers to guarantee branch staff coverage. • Ensured accuracy of all tellers’ transactions by supervising cash drawers and establishing full compliance with audit, bank and regulatory policies. • Cultivated a culture of exceptional customer service by resolving complex customer issues and leading by example with a… Show more • Opened a new branch with zero operations managers by training 4-5 tellers on complex transactions, customer service, product knowledge and operations. Managed leave by tellers to guarantee branch staff coverage. • Ensured accuracy of all tellers’ transactions by supervising cash drawers and establishing full compliance with audit, bank and regulatory policies. • Cultivated a culture of exceptional customer service by resolving complex customer issues and leading by example with a friendly, professional and consistent demeanor. • Collaborated with the Treasury Department and leveraged connections with customers to complete FX transactions, achieving higher profitability. • Forecasted cash needs and managed the cash portfolio with frequent vault audits to maintain zero vault shortages and prevent customer complaints.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Universal Teller and Operations Support Officer

  • Oct 2010 - Sep 2017

  Cairo Governorate, Egypt • Processed 100+ daily teller and operations support transactions for personal and corporate customers with zero mistakes, earning the highest attainable score on yearly performance appraisals for 3 consecutive years. • Assumed a leadership role in the absence of the supervisor and maintained normal bank operations. Assisted the cash manager in balancing the vault and ATM to ensure accuracy and functionality. • Spearheaded compliance initiatives, including documenting cash receipts… Show more • Processed 100+ daily teller and operations support transactions for personal and corporate customers with zero mistakes, earning the highest attainable score on yearly performance appraisals for 3 consecutive years. • Assumed a leadership role in the absence of the supervisor and maintained normal bank operations. Assisted the cash manager in balancing the vault and ATM to ensure accuracy and functionality. • Spearheaded compliance initiatives, including documenting cash receipts, reconciling all cash department files, following confidentiality protocol, and participating in dual-control functions to comply with security procedures. • Managed the custody of returned checks, phone banking PINs, and debit/credit card PINs. • Increased cross-selling initiatives by answering inquiries, highlighting customers’ needs, informing customers of new product/service promotions, and directing customers to appropriate service representatives. • Exchanged foreign currencies and prepared FX transaction reports with high processing speeds at all times. • Mentored new tellers on the new e-finance system and provided education on proper banking policies. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Trainee

  • Jul 2009 - Aug 2009

  City stars retails store • Meeting and greeting of customers who visited the store. • Offered the walk in customers Vodafone products. • Answered inquires and general questions from customers. • The performance evaluation at the end of the training period was “Excellent”.