• Supervising daily branch operations, ensuring efficiency, adherence to controls, and alignment with business objectives.• Leading customer engagement efforts, fostering relationships, and driving customer acquisition, which aligns with stakeholder management and client relationship building in projects.• Managing cross-functional teamwork by coordinating staff training, ensuring operational coverage, and optimizing resources, reflecting strong leadership and collaboration skills.• Identifying and mitigating operational risks, ensuring compliance with regulations, fraud prevention, and internal policies, similar to managing project risks and ensuring adherence to project governance.• Overseeing financial transactions and processes, ensuring accuracy, compliance, and timely reporting, akin to managing project budgets and deliverables.• Developing and implementing process improvements to enhance operational efficiency, mirroring continuous improvement initiatives in project management.• Balancing workloads across teams to meet service targets and reduce wait times, demonstrating resource management and prioritization skills.• Acting as a liaison with compliance and management to address operational issues, paralleling stakeholder communication and issue resolution in projects.• Supporting strategic branch initiatives, including multi-channel engagement and cross-selling, contributing to business growth, analogous to project outcomes and deliverables.Monitoring and reporting on branch performance and audit readiness, reflecting skills in tracking progress and ensuring project quality control.

• Delivered high-quality, personalized customer service as the first point of contact, efficiently managing transactions, and resolving inquiries.• Supervised daily branch operations, ensuring service quality, compliance with regulations, and minimizing operational risk.• Proactively identified customer needs, deepened relationships, and promoted multi-channel engagement to enhance customer satisfaction.• Managed cash handling, foreign currency exchanges, and issuance of financial instruments, ensuring accuracy and compliance.• Functioned as a second custodian for ATMs and vaults, balancing and replenishing as needed.• Led cross-training efforts, enabling seamless staff coverage, and reducing service wait times.• Mitigated fraud and reputational risks through vigilant monitoring and adherence to anti-money laundering and KYC procedures.• Assisted in the settlement of branch suspense accounts and maintained audit readiness.• Advised on dormant accounts and managed customer requests in alignment with bank procedures.• Fostered a customer-centric work culture, contributing to overall branch performance and target achievement. Achievements: • Recognized as having the first place and highest number of on-boarded referrals during the SME Refer & Earn contest.

• Validate and approve financial transactions and maintenance performed by CSEs across all lines (Banking, Cards, Regional, Mass, and Wealth Management) by reviewing recorded calls.• Maintain HSBC internal control standards, ensuring timely implementation of internal and external audit points, addressing any issues raised by regulators.• Implement the Group Compliance Policy as applicable to the role.Manage operational risk by identifying, assessing, mitigating, controlling, reporting, and minimizing loss.• Provide constructive feedback to team managers and quality assurance managers based on reviewed calls. Achievements: • Minimizing the knowledge gaps, driving staff awareness, and conducting the required CAT knowledge refresher sessions.• Communicate with the stakeholders and business partners to raise any innovative ideas that would enhance the customer experience level.• Collaborating with the team on decreasing the error percentage from 6% to 2% since joining the team through different ideas.• Providing sessions for the newcomers to avoid errors.• Being selected as a co-trainer and mentor for new batches.

• Resolve customer complaints to enhance business operations.• Serve as the central communication point for service failures, ensuring resolution within SLA.• Initiate root cause analysis to prevent complaint recurrence.• Facilitate smooth complaint handling operations.• Build and maintain professional relationships while addressing customer inquiries.• Take ownership of research and follow-up to direct customers appropriately.• Cultivate strong relationships across all levels, even in challenging situations.• Utilize customer feedback to improve experience, loyalty, and retention.• Analyze closed complaints daily to identify root causes and improve service.• Acknowledge and log complaints from senior management or the Central Bank of Egypt, investigate, and prepare responses.• Manage customer feedback from Kana (Internet messages) appropriately.• Submit operational risk reports on schedule.• Ensure compliance with all relevant regulations and bank policies.

• Managed top-tier HSBC Egypt customers, managing banking calculations, transfers, credit card payments, loan calculations, and product offerings.• Effectively drove and managed a team to achieve business goals through internal audit and staff feedback mechanisms.• Managed a team through pre-set objectives and coaching.• Coached and trained staff on telephone etiquette.• Monitored team "Service Quality" to ensure high customer service standards.• Prepared daily, weekly, and monthly reports and presentations within scheduled deadlines.• Resolved system-related issues within specified timelines and escalated when necessary.• Distributed work and allocated duties among team members.• Acquired extensive knowledge of HSBC products and procedures.• Efficiently managed inbound and outbound calls to resolve overseas customer queries.• Interpreted and managed complex numerical data.• Responsible for relationship building and account management while resolving customer inquiries professionally.• Took ownership to complete necessary research and customer follow-up or directed customers to appropriate departments for resolution.

• Work directly for various telecommunications operational assignments [i.e. billing / non-billing tasks]• Provide valuable knowledge and expertise to our clients by supporting them in their daily activities and projects.• Handle transactions routed to the back office and transfer them to the appropriate staff member.• Type various correspondence and reports from rough drafts and compiled data, research and gather materials, assemble reports, and maintain and retrieve database information.• Perform managerial functions when the back-office manager is absent. This includes assigning tasks and responsibilities, managing personnel, and keeping track of back office records and employees.• Ensure the quality of the work of the back-office department by reviewing all work submitted, implementing quality controls and procedures, analyzing protocols and advising the manager on appropriate changes needed.

• Deal directly with customers either by telephone.• Respond promptly to customer inquiries.• Handle and resolve customer complaints.• Obtain and evaluate all relevant information to handle inquiries and complaints.• Perform customer verifications.• Process orders, forms, applications and requests.• Direct requests and unresolved issues to the designated resource.• Manage customers' accounts.• Keep records of customer interactions and transactions.• Record the details of inquiries, comments and complaints.• Record details of actions taken.• Communicate and coordinate with internal departments.• Follow up on customer interactions.

• All account books.• Billing.• Ware house records and checkups.• Dealing with suppliers and customers.

• Banking: Cheques, funds, deposits, and withdrawals.• Computer Maintenance: Hardware and Software.• Documentation: taking care of handing over all original documents from and to banks, clearing against other companies, etc..• Office Needs: getting all office needs like writing items, ink, paying bills and all government dealings.