Shaimaa Omar Email and Phone Number

Manage Credit, Debit, and Prepaid cards portfolio profitability, ENR growth, authorization, retention, and activation rates.Worked on EPP program launch for the first time to be availed over ADIB-Egypt credit cards.Handling all related matters between ADIB-Egypt and MasterCard association covering the billing cycle reviewing, QMR reporting, CBA claims, spending performance tracking......etc.Working closely with the risk department to solve the delinquency issues as well as decreasing its percentage by analyzing the customer's behavior before and also giving various alternatives to delinquent customers helping them to get back to normal behavior gradually.Strong Alignment with the merchant alliances department to get the customer all his essential needs out of his preferred merchants with special offers on his special occasions and also throughout the year. Build campaigns business case with proper objectives, target, positioning, and ROIAssist in developing strategies to effectively achieve and retain the market leadership positionConduct frequent marketing research, and monitor competitors' activities, prices, offers, and discounts to evaluate competitiveness in the marketWork out with a detailed plan on areas like Book building, Spend Enhancement, activation, and retention rates.Ensure relevant and timely MIS is available to provide the key drivers and insights into all campaigns conducted and the effect of the same on the overall portfolio.Monitor different customer segments across card types, vintage, demographic, and behavior and accordingly, create different marketing programs to increase participation and utilization of credit cards based on customers' segments.Promote & market cards products and services that should meet the approved standards to existing and potential customersexplore new business opportunities with vendors and partnersMonitor Service Level Agreements (SLAs) with internal departments

Responsible for end-to-end process management of credit card activation, spending, ENR, authorization, retention, rewards, and Loyalty.Work closely with Segments and other business lines to strongly align with business objectives and manage deliverables.Fulfill credit cardholder’s main & essential needs through different marketing campaigns and merchant partnership programs "such as Souq.com, Carrefour Egypt Apple…..etc”.Working on increasing spend per card in a cost-effective & profitable manner through customer behavior analyses, well-designed campaigns, merchant alliances & partnerships, tactical offers, etc.Analyze the overall Cards portfolio on various KPI's like Utilization, Revolver ratio, usage pattern, delinquency and identify potential growthManage end-to-end campaign roll out including conceptualization, offer development, targeted customer communication design and deployment through various ATL and BTL media platforms, campaign fulfillment, performance tracking and management.Helping in developing Cards Business Strategy covering all aspects including acquisitions, product development, portfolio management, channel management, customer communication, digital transformation, and financial plan.Monitoring of the junior Portfolio Managers

leading and managing a team of outbound telecallers who worked on enhancing activation and retention rates as well as cross-selling for other credit card services to cardholders.Providing training, coaching, and feedback to optimize individual and team performance.Monitoring key performance indicators (KPIs) identifying areas of development and implementing corrective actions to achieve team goalsLiaise with sales and retention units to develop activation programs to enhance activation and reduce dormancy Manage the operation team to implement and proceed with all requests submitted by agents through the daily outbound calls.Responsible for preparing proper reports and MISs to be presented to the top management frequently.Responsible for reviewing& calculating the yearly sales incentive due for agents.Responsible for all admin reports related to the HR department such as Vacation balance reporting, overtime calculation….etc.Preparing the semi-annually and the annual appraisal reports for the whole unit.Also sharing in SOPs, SLAs, and internal policies and procedures updates.

Manage the central operations team members and be responsible for solving any possible issues that could be faced during the day-to-day work.Determine the unit's annual KPIs and work on achieving them professionally Fully responsible for doing and reporting the profit and loss analysis for the unit and presenting it to the senior management to get approved.Participate with the ICU team to check/test our monthly performed entries & tasks "RCSA".Share in the CBE & KPMG annual audit review over the cash team with the CBE auditors as well as the ICU team.

Responsible for handling all kinds of banking transfers" internal, external, incoming & outgoing"Handling all Time deposits and overdraft different requests" pledging, releasing ……etc"Responsible for banking ledger accounts proofing.Process all the required actions towards the judicial cases, legal distribution, and cashing to the heirs.Handle the daily clearing checks session considering the cut-off time with the CBE.Prepare the quarterly RCSA " risk control self-assessment" for the whole unit.

Review exceptions raised on different customers by the AML team and accordingly call those subject customers to get their explanation/justification/ document proof, as mandated by bank policy.Prepare customers’ profiles whenever required." KYC"Prepare frequent MISs related to the compliance department representing team performance and cleanup achievements as well

Managing the investment telesales team who were working on promoting the bank's mutual funds or its selected customers.Professional Training for the new hires. Handle the customers' problems during the call.Check how the visit was going on with the ICs "Investment Consultants" and calculate the response rate per each consultant.