Director of Operations Risk
Sandah MFI (Microfinance Institution)
Total years of experience :29 years, 0 Months
- Responsible for designing, periodic testing, and mitigating through my team all the identified operational risks across the company by means of an established set of operational controls; whether being preventive, detective, and limiting ones.
- Conducting quarterly testing Ops Risk Control Assessment (RCA) reviews to provide the Senior Management with an updated effectiveness level concerning the prevailing policies, procedures, and the stipulated controls that are being practiced in the company.
- Continuously follow-up and track the efficiency of the tested preset controls, and accordingly agreeing on corrective action plans with the related functional stakeholders whenever needed, in order to radically resolve any tested deficiency across the applied set of operational controls.
- The governance role of Sandah MFI is to provide overall direction, guidance and support to the company, and to continuously monitor the business to ensure successful delivery of the expected outputs and outcomes within scope and budget, in concurrence with the Egyptian Regulator (FRA).
- Overseeing the internal controls across all functional departments in the company, to ensure that they best perform as per the stipulated processes and procedures geared towards maximizing the returns of the stockowners, in a highly professional, robust, and sustainable business environment.
- Ensuring that Sandah MFI meets the Regulator’s (FRA) statutory obligations.
- Providing advice on the technical quality of operations and documents prepared by the company, as well as coordinating some of the departments’ cost cutting initiatives.
- Participate in the preparation of the various departments’ annual budgets.
- Reviewing and approving the quality assurance reports / MIS, including any recommended action(s) by its Head of Department.
- Advice the company’s Executive Directors on the perceived strategic and policy risk issues related to the activities of their respective departments.
- Ensuring that a proper risk assessment is frequently being performed across all departments, and mitigation strategies are well developed and being applied effectively.
- Direct the customer complaints process in a responsive, efficient, and effective way.
Provide leadership to the Branch Staff at large with a strong focus on sales management,
customer service, and cash management.
- Personal involvement in the constructive building of successful acquisitions through
deepening of clients’ business relationships, and increasing targeted customer base via
planning and execution of an effective sales process geared towards consistently
achieving and exceeding the monthly sales plans / targets of the Branch.
- Ensuring that the entire Branch Team is properly trained to enable them deliver the Bank’s
range of world-class services and fully fledged banking products.
- Continuously provide valuable feedback to the Top Senior Management, to enable them
develop marketplace products, as well as special wealth tailored customers’ programs.
- Motivating the entire Branch Team on an ongoing basis to provide our existing and
potential customers with a superior banking experience.
- Directly handling the Branch’s more savvy and wealthy customers’ banking relationships.
- Responsible for the Branch’s overall operating policies and procedures, compliance, and
the stipulated cash controls.
- Ensures that the Branch’s overall service standards are always achieved.
- Provide leadership to the Branch Staff at large with a strong focus on sales management, off-shore investments, customer service, and cash management.
- Personal involvement in the constructive building of successful acquisitions through deepening of clients’ business relationships, and increasing targeted customer base via planning and execution of an effective sales process geared towards consistently achieving and exceeding the monthly sales plans / targets of the Branch.
- Ensuring that the entire Branch Team is properly trained to enable them deliver the Bank’s range of world-class services and fully fledged banking products.
- Continuously provide valuable feedback to the Top Senior Management, to enable them develop marketplace products, as well as special wealth tailored customers’ programs.
- Motivating the entire Branch Team on an ongoing basis to provide our existing and potential customers with a superior banking experience.
- Directly handling the Branch’s more savvy and wealthy customers’ banking relationships.
- Responsible for the Branch’s overall operating policies and procedures, compliance, and the stipulated cash controls.
- Design, implement, and manage process flows for Investments and Insurance Products.
- Work closely with the Product Management Team and business partners (Investment Funds, Insurance Providers, ..etc.) to guarantee a smooth delivery of the offered products and services into the Egyptian retail banking market.
- Provide utmost support to the Sales forces to ensure business targets are achieved.
- Formulate and maintain operations Key Performance Indicators (KPIs); examples: Turn-Around-Time (TAT), Business Unit Cost, and Head Count Productivity.
- Design and produce monthly Management Reports, covering productivity per Sales Agent, Portfolio Cross-Sell Penetration, ..etc.
- Structure an accurate and detailed MIS on all the effected Ops processes / deals’ executions, and provide a daily / monthly update on the same to the Product Management and to the Top Senior Management.
- Promote staff development within the organization, and ensure that a robust succession plan is in place.
- Maintain a strong relationship with the Central Bank of Egypt, and coordinate across all functions in the bank to serve as a single point of reference for all regulatory matters.
- Ensure full adherence to all Internal Control policies, procedures, and to compliance.
- Managed a large team of Direct Sales Agents, working across a wide range of Products:
o Assets (Credit Cards and Personal Loans);
o Liabilities (Current / Saving Accounts, and TDs, CDs); and Insurance Products.
Selected, appointed and managed 3 DSAs (Direct Sales Agencies) for Personal Loans, whilst effectively applying the franchise model.
Established the In-house field collections Unit in the Bank, which focuses on the remedial of high-risk delinquent accounts to ensure credit losses are kept within the business plan.
- Minimized the processing turn-around-time needed for the credit decision of the Assets Products Applications to reach 48 hrs. at max. (Credit Cards, Personal and Auto Loans).
- Enhanced all stipulated verification processes (internal and external) for eliminating unnecessary bottlenecks / delays towards the same effective reduced TAT objective.
Exported the company's products of white goods to existing international markets, as well
as penetrated new ones within Western Europe and USA, through conducting personal
selling visits abroad, participating in various international exhibitions, performing adequate
market research studies, and selecting reliable foreign sales agents with an ultimate
objective of increasing the company’s revenues from the export sales.
Administered the exports orders’ production scheduling, shipping arrangements, and follow-up on the execution of orders until their successful deliveries, according to the predetermined specifications embedded into the exports foreign orders / contracts.
Rotated among all departments within the company to learn about the business logistics, as well as acted as an export coordinator across the functional areas of the organization.
- With a concentration in Marketing and International Business; GPA: 3.48 / 4.00 - Conducted extensive career-related projects, researches, and simulation games: Such as launching an advertising campaign for a company; opening and developing a foreign market for a local company; managing a company's marketing strategy (segmentation and positioning) in a simulation game that provided a realistic learning setting.
With a Minor in International Relations.
Obtained the GCE Certificate from the British Council in Cairo.
Completed successfully all my School Years from KG till 12th Grade from Victory College in Cairo, Egypt.