Experience

• 

  Credit Agricole Egypt

  • Banking
  • 700 & Above Employee

  • Head of Voice of the Customer

    • Jan 2024 - Present

    Collaborated with internal stakeholders, including senior management, to align Voice of the Customer strategies with organizational objectives and priorities.Fostered strong relationships with cross-functional teams, including IT, marketing, and operations, to drive customer-centric initiatives.Presented performance reports, insights, and recommendations to senior leadership, highlighting the impact of Voice of the Customer initiatives on business outcomes.leading Voice of the Customer initiatives, managing call center operations, ensuring service quality, driving customer retention, optimizing digital greeter services, and enhancing the performance of the ATM network.

  • Head of Business Planning and Performance Analysis

    • Oct 2019 - Feb 2024

    Centralized Department for Business PlanningParticipating, Developing, and implementing strategic business plans, and initiatives to drive the Bank's growth across all products and sectors.Support function for CAE related to Data Analysis, MIS, IT business systems, financial planning, and budgeting.Responsible for improving the bank's profitability and portfolio.Managing a team of business analysts and a data lab.Analyzing performance, and proposing improvements. Other specific accountabilities.

  • Head of Business Planning and Analysis(MIS)

    • Jan 2014 - Sep 2019

    • Developing and implementing strategic business plans and initiatives to drive the Bank's growth across all products and sectors. • Responsible for improving the bank's profitability. • Managing a team of analysts. • Analyzing performance, and proposing improvements. Other specific accountabilities include: • Reconcile Business Plan with actual-forecasting financial performance. • Supervising the preparation of monthly, quarterly and annual financial reports. • Analyzing performance across revenue and expenses lines, variances compared to prior periods, and trend data. • Assessing the viability of new products. • Suggesting corrective action and identifying cost savings opportunities. • Establishing and maintaining appropriate internal controls. • Interacting with other managers to provide consultative support to planning initiatives through financial and management information analysis, reports, and recommendations

  • Budget and Planning Manager

    • Jan 2011 - Dec 2013

    • Support function for the Retail and Commercial Banking related to Data Analysis, IT business systems, Financial Planning and budgeting. • Build extensive financial reporting to meet the monthly analysis for the business (rate/volume, variance analyses and margin analyses). • Be the interface with treasury and financial control as well as the Human resources to control and manage direct and indirect cost allocated to Retail and Commercial Business Line. • Handel and serve all requests came from channels and LOB heads. Essential duties and responsibilities: • Monthly profitability reports per Products/Branch vs. agreed budget • Monitoring direct and indirect cost per cost center • Financial analysis and monitoring the break-down of income by product/segment • Produce sales vs. budget, volumes by product/branch • Create BM and Board of Directors monthly presentations • Provide weekly & monthly MIS reports. • Income by Branch/Product/Segment. • Financial Ad-hoc reporting for the Retail and Commercial Banking.

  • Business Analyst

    • Sep 2008 - Dec 2010

    • Track actual vs. plan figures in terms of sales and outstanding amounts. • Creating Scorecard report for all line of business on a weekly basis. • Creating New Scorecard report on a monthly basis (including equipment ratio). • Creating Profitability reports per product type and source channel on a monthly basis. • Creating the submitted card report on a daily basis (this report sends to Sales head). • Creating the deposits MIS on a daily basis (for retail and BDI) this report send to managers, network heads, region heads and branch managers. • Creating Contest MIS for sales development team on a weekly basis. • Creating any new MIS or report for sales development team, marketing and branches. • Providing MasterCard monthly and quarterly data. • Creating monthly reports for Visa electron, Prepaid and Debit cards. • Automate the reports and reduce the manual activities. • Produce reports on ad hoc basis, when requested by management or other retail business lines. • Report Audit reports TIA, bookings normal, bookings with deviations, cancellation and rejections. • Creating Time Deposits report on a monthly basis - per branch and tenor. • Creating month end and board presentations on a monthly basis.

• 

  Citibank Egypt

  • CitiPhone MIS Navigator

    • Feb 2007 - Aug 2008

    • A Management Information System (MIS) converts data from internal and external sources into information. This information is communicated in an appropriate form to managers at different levels in a business to enable them to make effective decisions for(Planning, Directing, Forecasting, Coordinating and Controlling) • Activities for which they are responsible. • Capacity planning and scheduling • Daily, Weekly and monthly MIS reports • CitiPhone monthly Dashboards and EMEA MIS requirements • Maintain Hardware Infrastructure - IVR, ACD, connectivity links of the IVR • Generate monthly performance evaluation results (ABU) • Review CPOs sales enrolments and calculate their incentives • Monitor System entitlements and regularly review CitiPhone profiles /Ids • Provide response to marketing on offers and lead generation • Daily analysis of the performance indicators with detailed explanation on any deviation from the standard on every indicator. • Create Maintain and Modify referrals and systems by Microsoft Access (Databases) with usernames and passwords.

  • CitiPhone Officer and Authorizer

    • Sep 2005 - Jun 2007

    Citibank Call Center

• 

  ICTC

  • Cairo, Egypt

  • Database Administrator, Instructor and Account Manager

    • May 2004 - Sep 2005
    • Cairo, Egypt

    Create Database for ICTC training center and maintain it and then worked as Instructor and Account manager