Branch Manager
arab bank
Total years of experience :12 years, 10 Months
Develop a business plan for the branch in line with the retail management objectives with coordination with senior management and continuous follow up of implementation to achievement of goals .
Achieve branch sales and service quality targets as per annual targets .
Ensure all operational controls are implemented .
Drive, manage and lead branch team to performance towards achieving business, sales and service goals through directing bank’s product and services to the right customer base, to increase customer base and market share .
Hold regular meetings with staff to monitor and evaluate performance and figures to ensure targets achievements consistently and spot areas of development for immediate remediation.
coach and train staff to provide the right selling and service techniques, satisfying customer needs with appropriate products needed along with achieving the branch targets.
Ensure full adherence with audit notes, internal and regulator policies and procedures.
Manage and implement channels migration strategy .
June April 2012 - till Present: Deputy Branch Manager - Branch Operations Manager
The change of branch restructure with more duties handled by myself summarized as follows:
Main responsibility: To manage and control the operations and resources of The Branch and to ensure provision of high standard of operational efficiency and customer services whilst minimizing operational risk and maximizing contribution to the Bank's profit and growth
• To Control the services, operations, and administrations of the branch so as to maximize efficiency and productivity and to consistently provide a high standard of customer service in line with strategic and operating objectives in accordance with HSBC standards and procedures.
• Backup for holder (A) of ABD branch vault key.
• BMLCO for ABD. And a camp user to manage alerts in customer activity monitoring program.
• DW user to undertake specific tasks and checks.
• Act as overnight custodian over CO, DD and LG securities stock and to check weekly the outstanding CO report.
• Act as backup PFS head for overnight custodian on CC, ATM cards, chq books, ATB and internet banking passwords.
Branch manager leave relief and officer in charge during the branch manger absence.
-Assist Branch Manager to set and implement team targets which are consistent with the business strategy, initiatives and targets;
-Promote the bank's strategies for Personal Financial Services, enhancing opportunities for the development of customer relationships;
-Ensure set team targets are met
-Drive cross sales and portfolio growth.
-Maintain a strict cost discipline and identify cost saving opportunities.
-Support and implement Business Plan and process and procedure improvements and group initiatives within designated timeframes.
-Ensure all direct reports have completed all operational and compliance training and adhere to Audit and Compliance requirements to ensure satisfactory compliance credit and general audits, quality control for all applications, and a safe, healthy and tidy work environment is maintained.
-Maintain knowledge and guidelines of security and occupational health &safety procedures and Business Continuity Management plans. supervise and train to ensure minimal loss/risk associated with customer banking operations;
-Maintain and observe internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
-Maintains and enhances the operational standards, development and efficiency of all segments
-Contributes to the effective management of customers facilities
Participating and managing of operational risk including its identification, assessment, mitigation & controls, loss identification & reporting as per group operation (FIM)
-Having the right conversation project : Sept 2013 - Jan 2014; HSBC Bank Egypt
**Business trainer for retail banking and wealth management population, a new technique introduced by HSBC group H.O. for enhancing and promoting the best practice for branches sales and customer service, by profiling customers, identifying needs, recommending suitable products and providing solutions and alternatives to achieve customers loyalty along with set targets & products promotions .
Conducting training courses for sales techniques, with relationship management, customer engagement & profiling . in addition, conducting training sessions of performance incentive structuring and distribution mechanism .
Feb 2008 - May 2012: Deputy Br. Mgr, Retail Banking and Wealth management Head - Abou dawoud Branch
*The major challenge is to contribute towards an effective sales culture by providing the tools needed to improve both quality and quantity of sales & service by being able to identify the issues and provide solutions. The role requires the ability to be able to follow a consistent, national approach to Wealth Management sales and service goals, objectives and activities, which involves people management skills, communication skills and to be able to work cohesively within a team environment.
-Develop appropriate sales and service culture within the branch
-Responsible for the sales targets of the branch
-Cross-sell the Bank's products and services by identifying potential opportunities
-Ensure provision of high quality customer service and through effective allocation of manpower resources meet operational requirements
-Ensure appropriate product training for staff through thorough understanding of customers' requirements.
-Ensure Branch operation in line with operational guidelines of HSBC Group, internal procedure manuals, audit recommendations/requirements, Bank department circulars, and rules and regulations defined by Government and Central Bank of Armenia (CBA);
-Responsible for annual operation plan pertaining to the branch
- Increase the segments profitability
Contributes to the development and performance of the segment
By effectively cross selling various PLB products as per agreed objectives, exercising KYC & enhance being customer driven
2005-2008: Customer Service Head - Maadi Branch
-Contributes to the development and performance of the segments by encouraging good communication amongst all levels of staff, coaching, counseling, identifying and addressing training needs and by effectively using appraisal system
-Increases cross department's profitability to effectively coordinate activities with other departments in order to maxi maize conversions from the lead referral process
• Directs and refer customer to CSRs, PBAs & PRM as appropriate.
• Increase the segment profitability by effectively cross selling various PLB products as per
agreed objectives.
• Contributes Positively to the image of the bank by ensuring that a consistently high level of customer service is maintained and seeking ways of improvement and effectively dealing with customer queries and complaints.
• Maintain and enhance operational standards and efficiency of segments by monitoring and receiving procedures in place and ensure complaints with BIM requirements Audit recommendation and CBE regulations
• Contributes to the development and performance of the segments by encouraging good communication amongst all levels of staff, coaching, counseling, identifying and addressing training needs and by effectively using appraisal system
• Increases cross department's profitability to effectively coordinate activities with other departments in order to maxi maize conversions from the lead referral process
• Assists PFS Head to seek out potential customer and increase the branch's share and profitability for retail business.
• Ensure that the operational standards of the departments are compromised
-GoldSuite project : Oct 2006 - Nov 2007 ; HSBC Bank Egypt
Team leader of HSBC front end operating system upgrade for branches operations and customer service, covering system logics, implementation, UAT and staff training .
Apr 99-Feb 02 ( Qarun Unit)
* Handling the bank unit of Qarun petroleum company located in the company premises during the period from march 99 to feb 2002 founded strong rapport with corporate and personal customer gained by handling the both company and staff requirements and services in the field of cash, remittances and platform duties.