Enterprise Risk & Compliance Manager
Egyptian Life Takaful Company
مجموع سنوات الخبرة :16 years, 2 أشهر
• Develops Enterprise Risk Management framework, policies, and supporting procedures to analyze and report risks, and to manage them according to risk management framework.
• Ensure that ELTC is compliant with rules and regulation imposed by financial regulators.
• Ensures the organization's risk management policies and strategies are in compliance with applicable regulations, and strategic requirements of the organization.
• Monitors and analyzes risks within the company's business units and report all relevant ERM matters including; findings, risk positions and recommendations to relevant stakeholders.
• Facilitate the organization’s definition of risk appetite and tolerance, coordinate risk assessments, identify the operational and strategic risks.
• Facilitate the development of risk response strategies (mitigation plans).
• Define and implement Key Risk Indicators and risk monitoring plans.
• Establish and maintain a risk management philosophy and culture within the organization.
• Ensure that all policies, processes and procedures are up to date and compliant with what is actually being done.
• Staying aware of best practices development and provide means of introducing those practices to the company.
• Anti-Money Laundry Reporting Officer (AMLRO), handling all issues related to money laundry from checking, verifying and reporting to the concerned parties.
• Managing all customer Relations functions, Call support, Customer requests support, sales support and billing and Collection Department.
• Manage and monitor the call support function to ensure that calls are answered in timely manner and within service level with high quality standards
• Responsible for the implementation of a new Customer Service Model which handles all aspects of communication with Customers
• ensure all procedures are maintained and only changed after full consultation, review and signed of from involved parties and making sure that training has taken place with appropriate areas within CIL
• Manage training and development of all staff effectively in partnership with the HR Department to ensure that each person is able to operate at their optimum level.
• Continuously monitor processes & identify areas for improvement and plan changes
• Liaise with Marketing department to study competition and hence provide the team with necessary tools and scripts to answer client’s questions.
• Make sure that all customer correspondence are clear and customer friendly through continuous review and update.
• Analyze trends and reports for management information purposes.
• Leading, managing and developing teams of staff in a high volume, high-pressure customer orientated environment.
• Coach, monitor and provide feedback to Managers / Supervisors to enable them to enhance the performance of their teams.
• Determine staffing requirements based on marketing forecast, required level of services, available tools, and cultural considerations
• Coordinating with clients and meeting their needs to ensure a smooth launch for new projects.
• Keeps contact with client to tackle issues that might affect the daily operations.
• Handle high level problems and complaints and ensure that they are solved within the agreed service level and follows up for maximum customer satisfaction.
• Ensure that the staff receives the appropriate training according to the company strategic direction.
• Making every effort to maximize profit taking into consideration all cost involved in each project.
• Setting the performance standards and measurements for the Call Center.
• Monitor, coach and provide feedback to Supervisors to enable them to enhance the performance of their teams.
• Create operating process with the appropriate measures and monitors to ensure accurate reporting and continuous improvement
• Identifying staff training needs and planning training sessions in co-ordination with Operations Development & HR
• Managing the call center to move to a contact center handling all communication channels for customers requesting technical support including Web requests, emails, calls, fax, etc…
• Building and managing a team of Customer Operations Representatives (CSR) for individual and corporate customers.
• Developing the CSRs to a strong customer operations team through developing their skills, quality and performance by setting action plans and performance targets.
• Conducting monthly one on one meeting to review the CSR performance and to set action planes.
• Training Customer Operations Representatives on new products and services the best ways to deal with customers professional techniques and skills and Interviewing new candidates.
• Conducting presentation to representatives, Supervisors and Managers for new ideas and projects.
Enrolled in Master of Business Administration from 2004 till 2006