Effective Leadership: Lead credit, operational, and compliance risk teams effectively.Risk Governance: Develop and implement risk and compliance strategies, policies, and procedures, ensuring continuous monitoring and compliance.Risk Management Enhancement: Strengthen the risk management system, regularly evaluate risk controls, and use data for decision-making.Policy Assessment: Review internal policies, procedures, and controls periodically to assess their effectiveness in risk mitigation.Enterprise Risk Management (ERM): Establish an ERM framework in collaboration with various departments.Risk Identification and Mitigation: Identify, evaluate, and mitigate operational, strategic, and regulatory risks.Risk Committee Contribution: Provide inputs to the risk committee overseeing enterprise risk management.Crisis Management: Develop and maintain a robust crisis management plan.Collaborative Risk Controls: Collaborate with teams to develop risk and compliance controls supporting digital business objectives.Board Committee Participation: Actively participate in risk, asset, and liability committees (ALCO).Training Leadership: Oversee customer knowledge and anti-money laundering (AML) training for employees.Cooperative Risk Management: Lead a proactive cooperative risk management team in a complex organizational environment.Capital Adequacy Monitoring: Monitor capital adequacy to ensure risk exposure aligns with available capital.Centralized Risk Management Record: Manage a centralized risk document repository.Risk-Aware Culture: Promote a positive risk-aware culture.Business Continuity Coordination: Coordinate and test business continuity plans.Continuous Risk Monitoring: Continuously monitor risk-taking activities and exposure to ensure alignment with the risk framework.Adherence to Company Policies: Demonstrate commitment to company policies when dealing with customers and employees.

Continually refine loan monitoring documents and procedures for the company to ensure responsible risk managementProactively monitor and evaluate the risk of the portfolio in the company;Make recommendations to Operation Department on solutions for delayed loansDevelop and maintain effective organizational risk management policies;Interact with operation Department to respond to identified external and internal risk factors;Write and review monthly reports highlighting risks identified by the department during the month, notes on all risks like credit, operational, liquidity, indicators, limit breaches and proposing recommendations for improving risk management and mitigating controlsUndertake a periodic risk assessment of all existing and new products, services and processes of the bank.For internal stakeholders such as internal audit and management board, develop and maintain a risk assessment matrix of all the key operations, products and branches within the company specifically highlighting high risk areas requiring IA/management review.Develop and maintain risk management limits within the company and develop systems for monitoring and reporting non-compliance thereto.Maintain regular contacts and provide risk awareness within the management and staff adding value for increasing effectiveness and efficiency within the business and support unitsMaintain my role as an executive committee member and ALCO member.

Monitor, analyze and assist in managing risk management issues by identifying, measuring, and making decisions on operational or enterprise risks for the organization.Responsible for daily monitoring, identification and assessment of risk aspects arising within the Company's operations in a systematic approach. Specifically the areas of credit, operational, liquidity and market Risks. Assist the Risk Manager in the establishment of the risk department's plan and manuals; identification, assessment and monitoring of risks arising in the lending cycle and suggesting exposure limits to mitigate these risks. Perform risk-based process mapping on all working procedures to identify weaknesses in the internal control environment and present recommendations.Monitor the performance of all classified (including watch-list/PAR) accounts, restructured/rescheduled loans and accounts suggested to be written off and initiating/suggesting remedial actions in the form of rigorous follow-up, downgrading, provisioning, restructuring, rescheduling, write off, etc.Prepare credit risk reports analyzing the quality of the company's portfolio using financial and statistical tools.Evaluating the adequacy of internal control frameworks.Assist on the Business Continuity Plan (BCP) to ensure continuity of institutional business activities in the event of unexpected events interrupting operations.Analysis of credit risk (portfolio at risk, concentration, business risk exposure, etc.), and provide recommendations for approval and follow up. Interacting with other departments for initial screening of financials and operational key risk indicators.

Handle etisalat Customers monthly payment workflow follow up, deals and PTP according to company policy and directions, focusing on improving customer experience and satisfaction.Monitoring, evaluating and challenging the Consumer Collection area’s success in managing its risk target.Conducting statistical analyses for Consumer post paid base payments trends and behaviors as well as reporting and presenting analyses results.Identifying root cause of abnormal behaviors in payments/debt trends as well as proposing different recommendations to manage.Routine analysis for different products/Rate plans performance in terms of payments and Debt %Reviewing new Products/Rate plans/Promos as well as highlighting gaps and fraud windows from collection point of view.Attending new Products/Rate plans/promos UAT’s and approving them from collection side to ensure successful commercial launch.Operating the Consumer Collection Business Intelligence Power User (BIPU)Power User is a tool that enables management to better leverage information collected within Enterprise Data Warehouse, by giving specific business users the ability to conduct ad-hoc analysis to help in management decision making process. The power user solution provides powerful analytical functions like data slice and dice, hierarchies and ad-hoc analysis. All of these features are provided in a simple business language which is abstracted from technical complexity.

Provide an accurate, efficient and quality service that exceeds customers’ expectations in order to retain Etisalat customers.Use designed proactive retention tools to save churning clients and provide customer relationship add value to the customer which leading a long term profitable relationship.Initiate, suggest and implement actions that are necessary to be taken through different channels, highlighting the impact to help retain customers.Review all scripts and assure proper messages to customers through all channels , CC , IVR ,WebsiteAnalyze and report all tasks activities to the marketing team weekly and monthly (Initial & final reports)Pro-active retention for the our Poaching (Hunted by competitors) and Usage Dropper & Stopper CustomersHandle hotline customers to encourage them to pay their bills before the hotline action through determined offers & investigate non-payment reasonsConduct courtesy outbound calls to complaining customers to assure the resolution and to gauge their satisfaction.Decreasing the repetitive trend by analyzing & identifying the top topic reasons and contacting top repetitive customers after solving their issuesReport the activities for the assigned outbound activities to the area supervisorFRAMEWORKS, BOUNDARIES AND DECISION MAKING AUTHORITY:The job receives moderate to limited supervision working from objectives set by supervisor. The jobholder organizes and carries out most assignments in accordance with standard practices, instructions or previous training. The jobholder handles some unusual situations independently.

Monitoring all Market Risks aspects arising through direct communication with sales departments.Handle all dealers’ inquiries, requests and complaints by receiving them and acting accordingly.Handle the service requests assigned by the floor to ensure the consistency of workflowReceive all the prepaid global problems and Top Up complaints and find suitable solutions for them within the responsibility range.Dealing with other kind of customers “internal customers” Such as the sales representatives & dealers' team.Acting as a shift supervisor, responsible of the service level, the team tasks and performance, supporting its members, and reporting to Trade Support management.Handle SIM swap service and complaints.Authorized with Quality assurance task for my team and Monthly 1 to 1 performance motoring form.Inventor and owner of Smart Dealers Database of TLS queue and it’s updates.Working now in TLS series project using excel Dashboard analysis tool.Support MNP, DMS, CRM and TLS Back office in crisis situations, such as mobinil (Orange) Bulk port in customers.

Manage a team of call center agents.Be available to affect the entirety of the team's operations.Manage by walking around. Be visible to answer questions.Take calls that agents can't handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls.Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedback.Meet at least once each week with my teamPerform at least one monitoring evaluation with each agent every two weeks.Keep track of attendance, daily statistics, paid time off, sick time, etc.Coaching with constructive feedback.Develop the team (agent's skills and performance).Provide guidance in relation to call center standards policies and procedures.Ensure customer follow through is completed daily, report on service statistics, monitor and manage call volume and maintain monthly staffing schedules.Resolving customer problem according to the company policies and procedures.Planning our targets and mandating our team to comply our goals.Floor supervisor Tasks: Assure maintaining the required SL% in coordination with Work Force Intraday via extension and mails.

Handling all customer requests and complaints. Troubleshooting all problems faced by customers.Keep my performance adherent to key performance indicators which determined by the company.Performing tasks to facilitate the work and increase efficiency. Supporting Back Office and Complaint departments.Participated in "NTRA" Data Entry Project.Gained the certificate of “Best Agent Award” in April 2009. Handle all pre-launch tasks for new hire agents, team leaders and supervisors.Track IVR and application performance and add any updates if needed.Make presentations for prepaid activation process, call sequence and script.Other duties as assigned.