Branch Operations Manager
NBAD
Total years of experience :23 years, 7 Months
• Assumes responsibility and managerial duties in the absence of Branch Manager.
• To ensure that operational and front office activities run smoothly and carried out appropriately.
• Authorizing transactions and checking reports.
• Handle reconciliation of accounts and departmental coordination.
• Perform other branch functions such as Cash officer and Teller to facilitate functioning of the department and customer service delivery whenever required.
• Check assigned front office transactions. Prepare periodical MIS and submit to concerned units.
• Print & distribute relevant reports, ensuring report review sheets are appropriately signed. .
• Conduct quality check and authorization for account opening documents.
• Check safety and security of voucher bundles and all branch reports.
• Motivate and constantly upgrade subordinates performance in the branch.
• Monitoring & manage and control employees’ performance, investigate and rectify errors, ensure compliance with manuals.
• Check the dispatch and retrieval of vouchers and other records from the Archives as required Assist in retrieving PDCs / voucher copies / statements as per customer requests.
• Collect cheque deposits from the drop box, process and scan through ICCS.
• Report staff appraisals and cadres, periodic rotations, training, reporting and improving knowledge and skills of staff.
• Maintain branch main and temporary key registers.
• Ensure the Key Registers (Permanent & Temporary) are updated and abided as per the policies and procedures.
• Ensure perform all cash counter banking transactions to meet high service standards such as cash deposits, cash withdrawals, FX transactions, issuance of BCs, DDs, e-dirham cards etc.
• Deputize and perform all the duties and responsibilities of a cash officer.
• Manage and control daily cash flow and front office activities.
• Ensure Balance cash held at EOD, Replenish and reconcile ATMs.
• Bundle ATM journal and vouchers and file them on a day to day basis.
• Co-custodian of vault, cash safe, ATM and other security items.
• Understand and apply the basic concepts, practices and procedures of handling customers’ inquires and questions meeting quality standards for customer services.
• Manage customer’s complaints; prepare responses to correspondence containing routine inquiries settling disputes and resolving grievances and conflicts by performing activities such as liaison with various departments and individuals assuring consistent customer service & satisfaction.
• Help the tellers and clerks understand the service standards and perform on the basis of the same.
• Manage priority payments to privilege and HNW customers.
• Practice and implement the bank service standards.
• Keep the branch manager informed of all matters pertaining to process deviations or risks involved in the activities conducted by the branch staff.
• Carry out related administrative tasks such as branch security, contingency plan and fire drills.
• Attend Police calls for branch security related matters specifically the surety alarm.
• Sign / approve bank statistics and administration section reports and operation including monthly salaries.
• Ensure all mandatory reports are signed, report review list is signed and acknowledged, and all reports are appropriately filed.
• Coordinate with the premises department to fulfil maintenance related requirements of the branches premises.
• Prepare vouchers for utility bills of the branch, arrange posting through tellers and subsequently seek HO approvals for payment.
• Cross check other teller transactions against reports / source documents to ensure accuracy.
• Adhere to policies and procedures to ensure compliance to the same at all times includes compliance to AML and counterfeit note policies / procedures.
• Ensure customer & staff account privacy and confidentiality.
• Work within the empowerment and authorization matrix.
• Replacing branch manager during his annual leave or absences in his all duties.
• Ensuring that the best customer services are provided to the customers over the counter in the most efficient and speedy manner possible.
• Ensuring that all transactions are adherence with AOM and CBE regulations.
• Motivate and constantly upgrade subordinates performance in the branch.
• Monitoring & manage and control employees’ performance, investigate and rectify errors, ensure compliance with manuals.
• Report staff appraisals and cadres, periodic rotations, training, reporting and improving knowledge and skills of staff.
• Supervise branch accountancy system, personnel and administration sections.
• Supervise branch in-house archives, stationary and supplies sections.
• Supervise branch Telex and Fax sections.
• Supervise branch microfilm and test key sections.
• Supervise branch trade finance & customer service sections.
• Sign / approve bank statistics and administration section reports and operation including monthly salaries.
• Sign / approve trade finance daily work (signatory A).
• Supervise and check maintenance contracts and contracts for repair operations.
• Approve and review daily system repost and statistics.
• Approve cash paid checks / foreign exchange up to $100K and new accounts.
• Review checks approve Nostro reconciliations, daily and monthly, year-end operations, branch budget and branch daily profit and loss and balance sheet.
• Reply and satisfy all audit comments.
• Execute HO guidelines on banking and administration activities, emphasizing on cost effectiveness and excellent service.
• Supervise annual returns, BC, annual budget estimate and year plan and share in strategic plan for the branch.
• Supervision of branch accounts transactions, branch balance sheet and financial center, income, expenditure and analysis according to daily, monthly and yearly reports of activities, ensuring accuracy and in timely fashion.
• Ensure proper maintenance of key, proper keeping of monies and valuables and safety storage in strong room.
• Ensure safety of test key securities and bank assets according to bank’s regulation and policies.
• Supervise / direct all inward mail to branch and appropriate distribution within branch.
• Tracking high dept. & dormant and closed accounts to be matching with all normal banking manual operations and to avoid any audit comments.
• Interact with prospects and existing customers alike assisting them with their inquiries and questions endeavoring to achieve the maximum level of their satisfaction.
• Working efficiently to maintain good relationship with the customers in order to increase their loyalty and getting more business to increase our profitability.
• Issuing IOM “Inter Office Memo” highlighting customers’ concerns & requests which require higher management approvals by explaining the issue and give my recommendation in compliance with company’s policies, rules and procedures.
customer service & satisfaction.
• Obtaining information pertaining to market response, customers’ comments & observations, NBAD’s positioning in the market, competitors’ activities enabling management to work on weaknesses & drawbacks improving operations, to ensure profitable sales and maintaining customers’ satisfaction.
• Main courses in banking :
International Compliance /sanctions awareness sessions
Professionals in Banking Industry
Forgery & Fraud Prevention Course
Training Session: (E-finance) Payment of Taxes
PCI DSS E-Learning Course
Advanced anti money laundry at EBI
The Sales Journey Program
Corporate Governance and Compliance session
Advanced Customer Service Excellence
NBAD International Sanctions Compliance Awareness 2011 sessions
RBG Sessions Retail products knowledge program
Advanced Anti Money Laundry
Mar 2010 - Apr 2013 National Bank of Abu Dhabi (Hurghada) Hurghada, Egypt
Customer Service Officer - IT officer
• Responsible for the management of the accounts of one of the main categories of Bank's Customers.
• Handling Customer Relationship Management of the Key Accounts within the category.
• Replacing Customer Service Manger during his annual leave in his all duties.
• Handling all IT issues considering that I am IT officer for the branch.
• Handling cash in the branch from other banks and central bank.
• Ensuring that all the requests or issues related to the customer are managed, handled and a proper response has been given to each of them.
• Opening new accounts and safe deposit.
• Opening all kind of deposits and CD's.
• Analyzing customer account for loans.
• Providing all kind of Retail loans for customers.
• Custody of pins of credit cards & visa electron.
• Cross selling to 75% of the customers
• Tracking high dept accounts.
• Custody of the vault in the branch.
• Reporting the daily FX sales and buying in the branch to the head office.
• Custody on the ATM's machines in Hurghada branch.
• Handle customer's faxes, mails and also dealing with walk-in customers adhering to Bank's policies, procedures endeavoring to maintain customers satisfaction and exceeding customers expectations.
• Main courses in banking: Professionals in Banking Industry
The Sales Journey Program
Aug 2006 - Mar 2010 National Bank of Abu Dhabi (Sharm ElSheikh) Sharm, Egypt
Teller
• Interact with prospects and existing customers alike assisting them with their inquiries and questions endeavoring to achieve the maximum level of their satisfaction.
• Understand and apply the basic concepts, practices and procedures of handling customers' inquires and questions meeting quality standards for customer services.
• Handling all cash and FX transaction.
• Cross selling to 75% of the customers.
• Handling all capture cards (visa & credit) posting to their register.
• Posting all customers' cheques via C4C program.
• Key owner for the ATM's machines in Sharm branch.
Dec 2004 - July 2006 Commercial International Bank (CIB) Hurghada, Egypt
Teller
• Handling all cash and FX transaction.
• Cross selling to 75% of the customers.
• Key owner for the ATM's machines.
• Using cashier & AS400 program (Midas System)
• Main courses in banking: Anti Money Laundry& money Fraud
Superior Quality Service
Customer Service Excellence
Oct 2002 - Jun 2004 ARECO Mansoura, Egypt
(Procter & Gamble Distributor East Delta& Sinai)
Chief Accountant
Sales
• To achieve the highest levels of confirmation rate, doing selling cross selling and giving available alternatives, exerting effort in selling and promoting our loyalty program, to inline with performance and production management procedures, to achieve or exceed revenue targets.
Customer Service
• To provide all customers with the highest levels of customer service, exhibiting interest, enthusiasm and professional image, observing guidelines on talk time, wrap-up and idle, to achieve customer satisfaction and repeat business.
• To have full up-to-date knowledge of all company brands, products, programs, policies and procedures in order to quote and input timely, accurate and complete information leading to customer satisfaction and efficiency.
Contribution to department processes
• To timely inform my line Manager or the Revenue Enhancement Specialist of any issues appertaining to product performance or working environment in order to enhance operational procedures.
Accounting
• Responsible for preparing financial statements.
• Handling all revenues and expenses of the company.
• Settle all loans and petty cash for the staff.
• Handling all inventory retail or wholesale invoices.
• Making all audit reports required by Hazem Hassan office
• Using Platinum for Windows & FXR program for final accounts.
Jan 2000 - Jun 2002 Farm Frites Egypt Cairo, Egypt
Sales Accountant & Financial accountant
• Using oracle applications.
• Using Palm System for matching product items with inventory.
Sep 1995 - May 1999 Mansoura University Mansoura, Egypt Bachelor of Commerce, GPA Good Accounting Department English Section