Develop and implement the Quality Control strategy and program• Review end to end process steps for all Commercial Banking products.• Prepare and communicate compiled results and program status on an ad-hoc and monthly basis• Collaborate with business to enhance or implement controls to address deficiencies. • Review business processes associated with loans and cards products and derivatives to identify control weaknesses and controls requiring monitoring.• Oversee the execution of control assurance activities including reporting of results to management and tracking remediation.• Identify and leverage solutions to enhance the quality control function and monitoring through existing systems and reports to assist in the development of new sources of controls or control data. • Identify and recommend solutions to process deficiencies within the end to end customer and product lifecycle, across all bank risks including credit, regulatory compliance, operations, market, strategic, and reputational risk. • Monitoring the quality of all services provided.• Responsible for sending educative mails in cases of process changes.• Responsible for monitoring the quality of all sales calls conducted by agents while ensuring that all sales calls are done while complying with CIB rules and regulations and while ensuring no breaches take place.

• Co-ordinate with other functions of Credit Cards and with Branch Channel & Retail Assets teams in the region.• Manage Technology and Operations priorities to align them with Product needs.• Coordinate with Business managements to align the expected growth.• Define, manage and assure the implementation of correct product process to comply any regulation or policy that may apply.• Coordination the design and monitoring of product profitability programs and check customer eligibility after review the I-score for credit card, MIS for data entry for approval and rejected cases before sending to AFU team and sending report to all sales channels.• Process credit card applications within the framework of policy guidelines.• Maintain accuracy levels and adherence to TAT.• Responsible for reviewing operational acceptance criteria for the applications being supported.• Responsible for execution of deployment tasks related to support team.• Supporting the implementation of strategy and policy issues by involvement in development/change and/or advice to other technical areas and making recommendations to improve procedures and working practices.• Contribute to service improvements• Ensure strict controls to data privacy and privileges• Status reports to be sent out to all the stakeholders on a timely basis

• Develop and implement the Quality Control strategy and program• Review end to end process steps for all Commercial Banking products.• Prepare and communicate compiled results and program status on an ad-hoc and monthly basis• Collaborate with business to enhance or implement controls to address deficiencies. • Review business processes associated with loans and cards products and derivatives to identify control weaknesses and controls requiring monitoring.• Oversee the execution of control assurance activities including reporting of results to management and tracking remediation.• Identify and leverage solutions to enhance the quality control function and monitoring through existing systems and reports to assist in the development of new sources of controls or control data. • Identify and recommend solutions to process deficiencies within the end to end customer and product lifecycle, across all bank risks including credit, regulatory compliance, operations, market, strategic, and reputational risk. • Monitoring the quality of all services provided.• Responsible for sending educative mails in cases of process changes.• Responsible for monitoring the quality of all sales calls conducted by agents while ensuring that all sales calls are done while complying with CitiBank rules and regulations and while ensuring no breaches take place• Responsible for audit all sales channels evaluate information security and associated risk exposures and reports risk issues.• Ensure proper utilization of bank policies and line of business procedures. • Collect, document and summarize results for the Business Unit, and present findings to line of business manager. • Identify, develop and document corrective action plans, for noted trends or deficiencies. • Represent the business during internal and external audit.• Travel, as required, to perform quality control review of all applicable lines of business and offices

• Manages and directs team to achieve business results and customer experience goals.• Participates in and drives the development of goals and strategies of the PIL and ALOP products.• Leads and influences to achieve the objectives of the team.• Monitors business results/metrics and adapts sales strategies and tactics.• Develops and oversees the execution of account and sales plans.• Manages risk/return and drives quality for new and/or existing clients. Actively identifies and may be responsible for higher and/or broader levels of risk management.• Deliver the team sales target• Mitigates different types of risk, such as regulatory, reputational, operational, credit and human capital risks.• Serves as an escalation point for risk management topics, coordinates problem solving and may have exception authority.• Develops team members while monitoring progress against goals.

• Responsible for monitoring the quality of all services provided by CitiPhone to Citibank customers.• Monitor and observe calls received by CitiPhone Officers to ensure the quality of service provided to customers.• Provide Citiphone Officers with feedback about their performance to help improve it.• Responsible for preparing MIS’s that analyzes the performance of each CitiPhone Officer according to the service point of view and presenting same to management.• Responsible for determining the training material needed for existing CitiPhone officers and holding training sessions that cover all the needs of those existing CitiPhone Officers to ensure that all employees’ performance improves during the course of their career. • Monitor the quality of all sales calls conducted by CitiPhone agents while ensuring that all sales calls are done while complying with CitiBank rules and regulations and while ensuring no breaches take place.• Responsible for training new comers on service related matters and giving them an induction about how quality scoring is done and what are the tools to be used to provide world class service.• Responsible for sending educative mails in cases of process changes.

• Access to ECS+, the bank operation systems.• Coordinate between the customer and all banks’ departments helping to fulfill customer’s needs.• Solve all customers’ complaints and was responsible for customer’s satisfaction and meeting the customer’s satisfaction.• Be client-facing as appropriate, representing the business and CitiBank to best effect

• Cross sales of CitiBank financial services for the existing portfolio of credit cards customers.• Ensure achieving and exceeding the assigned sales targets.