• Approving payments within established delivery standards to ensure accuracy, authenticity, and compliance with operating procedures.• Performing and monitoring all activities for inward and outward payments.• Dealing with all other business lines (GB, WPB, CMB) to obtain necessary approvals to execute the payments inward and outward.• Performing all the relevant checks according to the financial crime prevention policy.• Ensure applying AML requirements for inward and outward payments.• Ensure to apply CBE regulations regarding inward and outward payment cut-off times for clearing sessions.• Reconciliation and balancing of inward and outward payments done through various payments systems and reconciliation of GL accounts.• Monitoring queues volumes, workloads, and recurring issues and presenting solutions and ideas for improvement.• Monitoring, reporting, and mitigating the operational risk for all cases.• Ensure no Ops Losses (Actual, Potential, or Near Misses) are incurring and Instances of external errors.• Investigating team errors and their root cause to avoid them and delivering the required coaching for the team.• Active participation in initiatives that may lead to process simplification or Automation.• working well in collaboration with the team and the department, providing the required training to junior staff, and ensuring training requirements are appropriately met to maximize team performance.• Supporting management in all operational activities.• Identifying and escalating critical issues to the business and management that would impact service delivery or potential loss to the bank.• First point of escalation for the team to manage critical queries and solve complex issues by engaging the appropriate parties, e.g. network management, business lines, customer experience, IT, etc.

• Process and repair payment instructions inward and outward within established delivery standards to ensure accuracy, authenticity and compliance with operating procedures.• Review customer payment details to identify possible patterns of money laundering and terrorist financing activity.• Ensure applying AML requirements for inward and outward payments.• Dealing with all other business lines (GB, WPB, CMB) to obtain necessary approvals to execute the payments "inward and outward".• Respond to emails/queries related to payment processing timely.• Follow up on pending payments.• Prepare a daily report for pending payments.• Following appropriate escalation matrix and proactively highlighting questionable profiles based on logical reasoning against textbook approach towards procedures.

• Making transfers between Customer’s account or to other customers in Egypt or other Countries with foreign currencies over the phone.• Opening new additional accounts for existing customers over the phone.• Identifying customer's needs and fulfilling them with proper bank's products or services.• Providing customers with high-quality service that meets their requirements.• Submitting customer’s requests without the need to resort to the branches.• Marketing bank's products and services through direct cross-selling to achieve bank goals.• Identifying customer’s issues and reporting them to proper management to be handled.• Maintain customer satisfaction.• Second Line who works closely with the manager and the whole team.• Taking over the manager daily duties including supervising employees, attending meetingsand motivating employees to improve productivity.• Responsible for the new joiners and helping them to achieve the organization goals and vision.

• Send the customer Request’s to our Branches or other Departments by Mails to execute the request quickly.• Answering any inquiries related to the bank’s products. • Handling Customer complaints and escalations calls.• Taking over the functions of VIP shift leader for several times.• Maintain customer satisfaction.

• Answering any inquiries related to the bank’s products(Bank cards, Accounts, Certificates, Loans).• Handling Customer complaints.• Providing the bank with customer's requests. • Maintain customer satisfaction.