Ahmad El Sayed Email and Phone Number

 To lead and direct a team of Corporate and Investment Banking Group support managers and specialists in providing exceptional service to CIBG customer facing employees and clients, supporting, managing and taking end to end ownership of all service and maintenance issues, applying strategic thinking to advise on improvement areas in order to establish a best is class client experience and improve the level of internal support and process efficiency. Lead the corporate service and support team in order to provide a service proposition and infrastructure that supports business growth and effective internal processes and client management and act as a single point of contact for all service and/or trade, internal Credit process or Quality and Control related matters and escalations. Oversee and manage the team supporting Relationship Managers in gathering the required information and documentation in order for them to analyze clients’ financial health and needs as well as their industries/markets on regular basis under the RMs supervision, support with technical operations in the system during the credit process to ensure turnaround times and other service metrics are met in line with valid Standard Operating Procedures and policies.Ensure that the team provides RMs with other forms of support needed, enabling them to meet their targets, control and manage the portfolio assigned and coordinate with other internal stakeholders to provide necessary resources and help (like MIS or documentation, clarifications or escalations) to fulfil customer requests at hand. All in line with active Service Level Agreements (SLAs), SOPs and Policies in place for the team. Provide direction, guidance and support to the corporate service team on issues relating to digital/alternative channels.Handle the resolution of any escalated issues/complaints relating to the client experience, liaising with key stakeholders to ensure these are addressed and fully resolved.

 To lead and direct a team of Corporate and Investment Banking Group support managers and specialists in providing exceptional service to CIBG customer facing employees and clients, supporting, managing and taking end to end ownership of all service and maintenance issues, applying strategic thinking to advise on improvement areas in order to establish a best is class client experience and improve the level of internal support and process efficiency. Lead the corporate service and support team in order to provide a service proposition and infrastructure that supports business growth and effective internal processes and client management and act as a single point of contact for all service and/or trade, internal Credit process or Quality and Control related matters and escalations. Oversee and manage the team supporting Relationship Managers in gathering the required information and documentation in order for them to analyze clients’ financial health and needs as well as their industries/markets on regular basis under the RMs supervision, support with technical operations in the system during the credit process to ensure turnaround times and other service metrics are met in line with valid Standard Operating Procedures and policies.Ensure that the team provides RMs with other forms of support needed, enabling them to meet their targets, control and manage the portfolio assigned and coordinate with other internal stakeholders to provide necessary resources and help (like MIS or documentation, clarifications or escalations) to fulfil customer requests at hand. All in line with active Service Level Agreements (SLAs), SOPs and Policies in place for the team. Provide direction, guidance and support to the corporate service team on issues relating to digital/alternative channels.Handle the resolution of any escalated issues/complaints relating to the client experience, liaising with key stakeholders to ensure these are addressed and fully resolved.

 Oversee and manage customer maintenance requests, support customer queries/complaints, communicate service metrics, monitor and analyze results and implement changes, conduct periodic spot checks in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in Net Promoting System scores.  Ensure all Relationship Manager locations are adequately covered by the support team, based on the volume of work and requirements from the front-end team to ensure Service Level Agreement, turnaround times and service standards are met.  Oversee and manage the team supporting RMs in gathering the required information and documentation in order for them to analyze clients’ financial health and needs as well as their industries/markets on regular basis.  Under the RMs supervision, support with technical operations in the system during the Credit process Use available data to educate clients on access options and identify cross-sell opportunities in order to deepen client relationships and support the generation of sales revenue for the bank Educate clients on use of digital applications and channels, in line with the Bank’s strategy and targets in order to increase their usage.  Manage self and team in line with Bank’s people management policies, procedures, processes and practices Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems Oversee the preparation and consolidation of the team productivity reports in order to report on departmental activities Implement approved departmental policies, processes and procedures, and ensure employee adherence Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programs and projects in line with the bank’s standards

 To lead a team to support, manage and take end-to-end ownership of all service issues for Wholesale Banking customers. o Manage the team’s response to client queries and completion of financial transactions for clients across all sectors (Government-Corporate-Gulf Countries-India linked business) within agreed turnaround times to ensure service provided is in line with service quality standards. o Monitor and participate in regular client service reviews in order to keep abreast of client needs and solve service issues.o Monitor and support Cash Management sales, product and implementation queries for clients.o Use available data to educate clients on access options and identify cross-sell opportunities to deepen client relationships and support the generation of sales revenue for the bank.o Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems.o Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.o Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank's standards.o Demonstrates and apply the organization's Service Standards to deliver the bank's required levels of service in all internal and external customer interactions.

 Leadership & People Management  Sales Target Achievements Internal & External Customer Satisfaction Audit & Compliance  Authorized Signatory

 Leadership & People Management  Sales Target Achievements Internal & External Customer Satisfaction Audit & Compliance  Authorized Signatory