Amr Farid

Standard Operating Procedures (SOPs):
o Responsible for reviewing / re-writing SOP and procedures and prepare FAQ on behalf of branches and participate in sign off of Standard Operation Procedures
o Communicate New SOPs and any changes in existing SOPs, Policies, and Processes... etc. To all branches for consistency
v Operational Risk Champion Responsible for:
o Follow-up on action plans and opened issues till their implementation/ closure
o Properly handling and reporting Operational/ Conduct Risks events and functions to ORM in a timely manner.
o Raising any identified gaps or issues that could lead to future Operational/Conduct Risks Events
o Identifying the Operational & Conduct Risks training needs within their departments
o Ensuring accurate regular update of risk Profiles for their respective areas’ to be linked to Operational Risk Functions

v Effective coordination with operation and other support areas for all operational or IT centralization/ migration /execution activities with monitoring of the result, regular feedback to the superior, and measuring the impact of amendments/changes.
v Engage with project owners, Branches and other stakeholders for all Change Delivery Projects
v Attending workshops, testing, handling appropriate communication to and training for branches users.
v Participates in preparing consumer banking project logistics, avail resources for UAT, review project architecture, on behalf of the business
v Prepares guidelines for the new systems usage & FAQ, following up branches smooth implementation including preparation for UAT
v Raising Initial Requests & Submitting Business Required Documents to resolve business requirements.
v Responsible for preparing necessary project plans and follow up. This entails project mobilization and following up on implementation of all projects involving Branches such as :
o Customer Data Global Clean up,
o Missing files,
o Missing documents … etc for smooth coordination between branches /Regional Managers and related stakeholders and consistent implementation across the network.
v Coordinates between branches and other stakeholders in updating customer data & ensuring data integrity.
v Anti-Money Laundering & Special Nature Customers:
o Succeeded to create new BRD for All customers (Individuals, Corporates and Non Profit Organizations) with all special nature customers.
o Developed a consolidated report for almost 14000 customers under all segments with details of Recommendation/Rejection cases to be flagged a special nature, which save time and efforts for both branches and AML dept.
o Cooperate with AML department and Compliance Team for issues concerning Special Nature customers and recommendations for flagging customers.
o Responsible for identifying all customers under special nature criteria, and ensure that all required documents are fulfilled.
v Human Resources (HR) Responsibilities:
o Successfully full managed 23 Pool staff across all the branches to fulfill and cover staff vacations, shortages and urgent cases.
o Communicates recruitment requests of staff from branches to H.R upon branch request to cover shortage.

v Digital Support Team Head with responsibilities:
o Carryout the digital service KPIs. List the channels and products (OTC, IB, and SW).
o Level of OTC migration rates.
o Conducts on going visits to branches with allocated DAs follow up on digital migration activities with branches
o Identify gaps in Branches with DAs & low digital performance and propose/follow up remedial actions.
o Conduct necessary training / prepare material/FAQ for DAs.
o Coordinate and book visits for Payroll companies for bulk digital migration. ( Through branch or through Payroll Team)
o Participate with the Digital/GTS team in rolling out initiatives as appropriate through participation in UAT/SOP/ Process... etc.

Revenue and Business Growth:
1. Develop the branch plan in alignment with the overall Consumer Banking strategy to achieve the budgeted targets and revenue growth within the set timelines and cascade the plan thoroughly to direct reports for efficient implementation.
2. Monitor the daily performance of the Branch through financial reports on actual achievement versus target so that areas of unsatisfactory performance are identified and rectified promptly and potential performance improvement opportunities are capitalised upon.
3. Focus on attracting new to bank customers for different segments (Wealth, Plus, Business Banking...etc) with quality portfolios and customer profiling requirements based on the bank’s strategy to achieve the required customer base mix.
4. Conduct joint sales calls with different branch staff to meet current / prospect key customers with the purpose of marketing a wide range of bank’s products, cross selling and deepening the relationship with those key customers.
5. Compare the Bank’s different products and services against competitors to understand market trends and recommend changes that increase the bank’s competitive edge & increase market share.
6. Responsible to review the daily & monthly AML reports in order to maintain CIB’s legal position and mitigate potential risk.


v Cost efficiency:
7. Promote and drive customer migration to more cost effective alternative delivery channels, to reduce cost and maximize efficiency.
8. Maximize revenue through increasing fee generation, reducing operating costs and maintain the cost to income ratio within the limits set by the Consumer Management.

v Quality service and Customer Experience
9- Ensure that all Service standards set by the bank are applied by Branch staff, in terms of customer interactions, turnaround time adherence, branch ambiance, clean desk policy..etc to ensure full customer satisfaction and promote customer loyalty
10- Manage the Branch lobby traffic to reduce waiting time, interact with customers to ensure that the lobby is well handled, directed, are tended to in high traffic hours making sure that customers have positive feedback before they leave the branch premises, as well as managing any customer dissatisfaction.Attending workshops, testing, handling appropriate communication to and training for branches users.
10.Manage the Branch lobby traffic to reduce waiting time, interact with customers to ensure that the lobby is well handled, directed, are tended to in high traffic hours making sure that customers have positive feedback before they leave the branch premises, as well as managing any customer dissatisfaction.
11- Ensure the customer complaints are handled at first point of contact with full ownership, escalating the case to relevant departments if requested and provide prompt feedback to Customers in a timely manner.
12- Monitor the customer attrition rate, analyse the reasons and work on action plans to reduce attrition rate and retain valued customers.
Operations & Controls
13- Ensure accuracy and completeness of Branch documentation, readily accessible on file, incorporating necessary analysis and checking to ensure correctness of data and adherence to set processes.
14- Adhere to the bank Operating and Credit policies and procedures to minimize operational errors and losses.
15- Rectify any Audit comments timely to mitigate any potential risk, ensuring the identification of the root cause to avoid future re-occurrence.

v People Management
16- Efficient implementation of the new hire on boarding process, providing staff with the requested coaching, training, logistics...etc
17- Setting the training plans for all staff in the branch with related department heads and ensure the efficiency of the training to business and implementation of training by trained employee.
18- Implement effective and efficient rotation plan among the employees to increase the staff knowledge and create different levels of management and exchange knowledge at the branch level.
19- Ensure the effective achievement of Branch objectives through careful objectives setting, managing performance, developing, coaching and motivating staff, assisting career development, providing formal and informal feedback and appraisal in order to maximize overall performance
20- Ensure clear communication of the bank's vision and strategy to all staff and explain how the branches contribute in achieving the overall bank’s objective

v Compliance
21- Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s legal position and mitigate potential risk.

v Policies and Procedures
22- Ensure full adherence and Implementation of the bank’s policies, procedures and controls covering Branch operations, Security information, confidentiality.. etc.

 Acting Deputy Branch Head.
 Manage customers' accounts (Saving, Checking, Time deposits).
 Directed daily operations for retail bank, including branch sales, business
development, customer service, and credit analysis.
 Manage staff of Customer Service representatives, and Customer Support department.
 Handle all debit & credit Cards cases and solve their direct problems.
 Issuing Saving Certificate, Personal Loans, Car Loans, Legal cases.
 Marketing and selling Life Insurance policies through (Commercial International Life Insurance Company. CIL www.cileg.com ).
 Buy - Sale Shares, Bonds on the Egyptian Stock Exchange through (Commercial International Brokerage co. CIBC www.cibcegypt.com ).
 Buy - Sale Varies Cars through Contact Cars co. www.contactcars.com
 Provide the top management with all reports
 Manage all incoming and outgoing checks for collection.
 Directed daily operations for clearing house checks (incoming checks, outgoing checks, returned checks, and balance management).
 Manage staff and be sure that all procedures are follow.
 Handle all steps for certified checks and manager checks (issuing, settlement, cancellation, and stop payment).
 Local and international payment orders.
 Experience with all swift messages (incoming swift, outgoing swift).
 Handling the inquiries of all kinds of swift messages (for customers and for our correspondent banks).
 Handling reconciliations and balances on daily basis.
 Provide the top management with all reports.
 Has internal authorized signature on all bank’s documents.
 Concerning Letter of Guarantee, Letter of Credit, and Documentary Collection :
 Manage Receiving documents through Remitting bank/drawers for collections/ or directly from the customers.
 Review all transactions to ensure its correctness of all the data entered against customer application &/or remitting bank instructions.
 Verify all Swift messages.
 Check all daily reports.
 Proofing all outstanding documents on a regular basis.

1. Started at Tellers Department, till promoted to Senior Teller.
2. Senior Collection Department.
3. Senior of Customer Service Department.
4. Deputy Head of Remittance Department.