Experience

• 

  Bnp paribas

  Jan 2006 - Feb 2007

  Teller

  job description is ready for discussion when needed.regards.

• 

  Cib

  Feb 2007 - Oct 2010

  Senior teller

  job description is ready for discussion when needed.regards.

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  Bank audi

  Oct 2010 - May 2020

  JOB SUMMARYIdentify, analyze, plan and implement improvement methods to enhance existing business processes & SLA’s, improve quality, increase productivity to ensure service excellence presence in all BAEGY processes, ensure tangible and nontangible, financial and non‐financial bank objectives are maintained. Improve workflow cycle time by reducing waste non value added activities resulting in significant business improvement and meeting/exceeding customer satisfaction level.DUTIES AND RESPONSIBILITIESFinancial:· Liaison with all the organization stakeholders in assessing, tracking and reporting the service and financial benefits of performing Service Excellence initiatives. Customer:· Define and lead ownership for action plans needed to improve processed bottle necks and pain areas resulted from check points findings reports ex: (VOC and Mystery shopping findings, Incident, Audit reports …etc.).· Providing enhancement initiatives for bank Internal/External customer touch points.· Enhancing external and internal Customer engagement by working on complaints and VOC report findings and detect deficiencies.Process:· Ensure implementation of process improvements initiatives through BPS and BPM methodologies for all business segments and lines.· Take a proactive approach in introducing new methods of differentiated level of service quality versus Competition leading to a significant competitive edge .· Introducing/Implementing Innovative ideas with collaboration with BAEGY staff that would help in cutting cost, improve staff productivity and boost customer experience.· Ensure availability and accessibility of all recent processes and SLA’s for all bank staff along with its escalation matrix.· Providing /Deploying tools/systems for tracking and monitoring BAEGY non‐financial objectives delivered from customer touch points to ensure embedding Service Excellence culture Show less Bank Audi has launched a huge transformation program for the banking operating system which consists of 6 major work streams going in parallel as follows:1. Core banking (Oracle FLEXCUBE package).2. FCDB(online & mobile banking).3. Middleware (software layer that communicates the core banking system with all related business applications).4. DMS(Document Management System).5. IFRM(Integrated Finance & Risk Management).6. MUREX(treasury package solutions).I have been chosen to be a member of the team assigned to the transformation mission.Duties :1. Define desired products & services in light of knowledge of current situation.2. Define functional requirements & validate it in accordance to bank policy, rules & regulations, &CBE laws.3. Attend Product Walk Through (PWT ) presentations in order to clarify current processes & workflow to system provider, & identify gaps.4. Study & analyze gaps & obtain required approvals on required customizations.5. Contribute in system parameterization in co-operation with IT.6. Prepare testing scenarios, perform tests, & validate results.7. Contribute in data migration different activities.8. Prepare updates of related procedures in co-operation with responsible dept. 9. Assist in Go Live preparation & provide training to end users.10. Support in system stabilization & provide post live support to end users. Show less

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