محمود الرفاعي

• Established and maintained enterprise risk management frameworks tailored to multisector
operations, ensuring alignment with ISO 31000 and COSO ERM principles.
• Conducted comprehensive risk assessments for operational, strategic, and project initiatives,
providing actionable recommendations to senior management.
• Developed and managed risk registers for multiple subsidiaries, ensuring all risks were
properly documented, monitored, and reported.
• Designed and implemented risk response strategies, including mitigation plans, risk
acceptance criteria, and escalation procedures.
• Led risk workshops and training sessions for project teams to build awareness, enhance risk
identification capabilities, and ensure consistent application of risk methodologies.
• Collaborated with senior stakeholders to promote a risk-aware culture and support
decision-making at strategic and operational levels.
• Performed periodic reviews of risk frameworks and processes, recommending
enhancements to adapt to evolving business and project dynamics.

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• Lead root cause analysis and corrective action planning for operational incidents across
departments.
• Administer RCSA and risk profiling activities to identify control gaps and propose actionable
improvements.
• Evaluate internal control designs through rigorous control testing to ensure regulatory
compliance.
• Develop and refine policies and procedures related to operational processes with a focus on
control effectiveness.
• Design data-driven risk dashboards and analytical reports to support senior management
decisions.
• Monitor KRIs across periodic intervals and initiate mitigation measures for elevated risk
exposure.
• Facilitate enterprise-wide risk awareness initiatives and workshops to instill a risk-aware
culture.

• Directed automation and business process management projects across business units.
• Executed Agile and Scrum methodologies, aligning teams with best practices and sprint
cadences.
• Orchestrated project lifecycle activities including planning, scheduling, reporting, and
dashboarding.
• Streamlined existing workflows and implemented new procedures to enhance process
efficiency.
• Managed cross-departmental stakeholders and change control procedures for successful
implementation.

• Handled daily billing operations, cost center allocations, and audit compliance.
• Managed supplier performance using KPIs, scorecards, and evaluations.
• Coordinated logistics and infrastructure services to ensure continuous bank operations
across branches.
• Monitored legal updates and trained staff on compliance with current operational standards.
• Scheduled inter-departmental logistics staff and enforced adherence to internal policies.

Responsible for real-time and/or intranet management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

• Managed staffing forecasts and real-time call center performance to meet SLAs.
• Facilitated inbound/outbound customer interactions, aligning responses with service
protocols.
• Conducted root cause analysis to improve operational efficiency.
• Generated performance reports and played a key role in integrating new call center
technology.

The Customer Service Representative has to answer all inbound and outbound calls. In addition, the Customer Service Representative needs to respond to the customer queries through phone calls. He or she must be knowledgeable about the different products and services related to the organization in which the Customer Service Representative is currently employed.