Zone Head - Consumer Banking
National Bank Of Kuwait
Total years of experience :22 years, 5 Months
Duties:
• Managing five branches in Cairo including head office branch.
• Embedding sales culture across branches distribution team consisting of 60 colleagues between customer relationship officers, and wealth managers in addition to operations, trade finance officers and universal tellers.
• Boosting the assets and liabilities balance sheets as well as new to bank high net worth acquisitions.
• Developing management & leadership skills of branch managers through individual coaching and challenging on the job assignments, in addition to providing training and growth plans for all region staff members.
• Enhancing the sales management culture within the branches distribution team, team consists of forty colleagues between sales and service officers, sales and service managers and wealth managers.
• Revising, supporting and implementing sales activities within general banking and wealth segments, growing wealth management base & the assets and liabilities balance sheet.
• Effective monitoring of CRM (Customer Relationship Management System) to improve customer satisfaction & sales efficiency to achieve growth plans.
• Studying staff KPIs, incentives, rewards and recognition to ensure it’s aligned with the yearly operating plan.
• Developing the training plan for front liners in distribution teams with HR and training department creating top notch skilled team members.
• Deputizing Egypt Head of Distribution.
• Managing Egypt’s Head Office Branch located in Heliopolis area, team consists of eleven colleagues.
• Ensuring acquisition of quality portfolios while complying with the proper customer profiling standards, main focus is attracting high net wealth clients as well as SMEs key accounts.
• Providing leadership in maintaining a productive, cost-effective, safe workplace, creating an atmosphere in which branch team willingly produces at maximum capacity thus exceeding their KPIs.
• Predicting customers’ attrition ratios and ensuring it’s kept at the lowest levels.
Responsibilities :
•Achieving and exceeding branch operating plan targets and creating value through people development and enhancing financial values for Barclays.
•Increasing the growth of Premier and Corporate customer base in line with the branches participation strategy.
•Maintaining and enhancing the operational standards and efficiency of the Branch and safeguarding the Bank from any potential loss.
•Enhancing quality of customer service and ensuring that Barclays is the "Best Bank" for customer service in Egypt.
•Striking the right balance between service requirements of customers and back office operations.
•Ensuring that Operations Department provides continuous service support required by the Corporate Business Units within the branch. This includes Teller Services, Clearing, Correspondence, Pre-processing Payment Section, as well as providing a senior point of contact for corporate clients (complaints, solutions, local contacts, business referrals, etc.).
•Ensuring compliance with group policies on compliance and money laundering deterrence.
-Ensuring adequate compliance to guidelines and procedures & managing internal and external customer expectations in line with Bank’s overall Vision & Mission.
- Being deputy to Branch Manager
- Managing a team of Customer service officers, responsible to follow up on their targets, performance, learning skills, abiding to procedures & controls.
- Responsible for the yearly operating plan & achieving the desired profits from the Retail side.
- Monitoring the Money laundry controls & risk alerts.
- Communicating with senior management about ways to improve existing products/services & how to create new ones.
-Handling major key accounts mainly in oil & telecommunications sector, in order to maximize product sales to agreed targets by probing customer needs.
- Maximizing business opportunities & effectiveness of resources.
-Actively cross-selling bank’s products to satisfy client’s needs.
-Involved in most of customer’s lending & financing policies.
-Taking ownership of specific customer Complaints from initial contact to problem resolution.
-Providing advice and guidance to colleagues on products and services as required.
Responsible for reaching different clients, Arranging promotional campaigns for the new products, negotiating prices & contract terms with clients and then reporting to the Marketing Manager.
Commercial studies , courses were : business administration , economics , cost accounting , taxation , marketing , production management , law , commercial law , statistics by all its levels . In the last year it was mainly around different fields of accounting.
School studies , sciences like math , chemistry , physics ,...etc were in English & 2 foreign languages were English &French .