ريما الحكيم

• Manage a team of officers in local and offshore branches
/ offices with the aim to improve and unify operations
techniques across all functions.
• Support and assist the bank’s various units with the
needed controls, procedures and other factors required
for external and internal audits.
• Develop, enhance, implement, and update the banks
policies and procedures to.
• Conduct on the ground interviews with managers to
ensure full comprehension of practices and ways of
improving them.
• Work with staff from all relevant areas of the bank to
communicate, plan for, monitor and evaluate new
developments in regulation, standards, and legislation
implementation.

• Managed the day-to-day operations of the department in 7 offices across the MENA region.
• Managed the improvement of all practice group processes to ensure the firms continued efficiency and customer satisfaction.
• Set team objectives, recruited qualified staff, developed and motivated staff members, provisioned of formal and informal feedback and appraisals to ensure performance optimization.
• Set up yearly and monthly department budgeting and financials plans across the MENA region multi-site operations to decrease cost and increase efficiency.

• Ensured all applicable standards are established, audited, and continually measured and reviewed for improvement.
• Performed systematic management and performance reviews for all branches.
• Led the drafting of policies, procedures and instructions of the group.

• Managed the daily operations of the Training & Quality department and team.
• Assessed the annual training needs, implemented a training plan, and followed up on the trainings done.
• Achieved and maintained Quality Management Certifications and the company’s compliance to ISO 9001-2008.

• Managed the day to day Operations of the department including training of employees on ISO standards and operational requirements while working at client premises, risk assessment, and following up on customer service and satisfaction.

• Managed a team of 30 employees; including the development and growth of the employees, sales, and profit.
• Ensured proper stock and cost control levels were kept up to standards.
• Ensured that hygiene, health, and food safety Standards were constantly adhered.
• Developed a franchise functioning strategy to follow.

 Controlled most monitory transactions such as sales and tips control and distribution, prices of goods, supplied and quality.
 Purchased required items and conducted deals with food and beverage suppliers.
 Handled all customer service and personnel problems and difficulties, thus gained considerable experience on how to deal with the various kinds of customer and staff member behavior.