Moustafa ElShimy

Experience

• 

  Unilever

  Oct 2010 - Mar 2011

  Marketing Internship

  Studying the Egyptian market to make sure of its capability for absorbing new product ideas for the end costumers.

• 

  Arab African International Bank

  Apr 2011 - Sept 2011

  Internship
• 

  Sutherland Global Services

  Aug 2011 - Jan 2012

  Call Agent

  Responsible for responding to AT&T customer inquiries about billing, and help pushing sales through referring AT&T products and services

• 

  CIB Egypt

  Jan 2012 - now

  Ensure Proper coordination between the sales staff and operation support officers related to, funds, time deposits...etc. and ensure proper coordination between the branch and Central Operations or any other concerned department efficiently until delivered to the customer according to the approved TAT.Managerial Functions:Review the performance of the branches operational staff to determine strengths and weaknesses and ensures provision of adequate training and development programs to enhance their capabilities enabling them to perform at the required set standards.Maintain an open communication channels and to set priorities to subordinates, distribute workload, set time frame for implementation and follow up on performance.ReportingBe attentive to any possible frauds and risks and provide customer feedback.Policies, Processes and Procedures:Follows all relevant policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety proceduresSupervises universal tellers’ in day-to-day activities, transaction processing and to ensure accuracy of cash balances.Ensures that all end of day reports is accurately checked and any highlighted discrepancy is rectified.People management:Sets priorities to subordinates, distribute workload, set time frame for implementation and follow up on performance.Transfers knowledge, guidance and act as role model for younger staff and subordinates and create second line staffEnsure the effective achievement of staff objectives through careful objectives setting, managing performance, developing, coaching and motivating staff, assisting career development, providing formal and informal feedback and appraisal in order to maximize overall performance. Show less Transaction ManagementReviews & approves non- financial transactions processed & executed by the Operations Support Coordinators and to ensure alignment with work procedures & manuals.Responsible for receiving applications from Senior Personal Bankers/Personal Bankers/Plus Bankers related to account services, funds, time deposits...etc. and to ensure that they are sent to central operations or any other concerned departments correctly and efficiently.Ensure proper handling of customer documentations through sending them within the agreed TAT and efficiently follow up until implementation according to banks TAT & approved Service level agreements.Ensure the quality of requests received by branches sales team, in terms of data completion, no missing documents and report any issues is a timely manner to deputy branch head & Operation senior officerCoordinate with retail operations heads, branches and any other concerned departments to resolve any customer problems and queries and escalate complaints to Deputy & Branch Head and Branch Operation Manager.Responsible for rectifying all the OCM outstanding operational findings related to the operational functions concerning the sales & service area.Follow upManage customers’ requests efficiently directing them to the concerned channels (If required) and ensure they are finalized in the set TAT.Policies, Processes and ProceduresFollows all relevant department policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner. And recommend any changes that might be more efficient to the direct supervisor.Day- to-day operationsFollows on the day-to-day operations assigned for the Operations Support Coordinator and ensure continuity of work.Compliance:Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks. Show less Responsible for handling all Customer Service support operations;Individual and Corporate Accounts Opening process and documentationIssuing bank cards upon customer's requestIssuing Certificates of Deposits and Time Deposits upon our customer's requestIn addition to contacting with Senior Credit Officers and Group Heads in order to obtain Preferential rates approvals for our bank's valued promising customers.In addition to all related operations to support sales team members in a professionally timed manner to achieve our valued customer expectations.Handling issuing bank drafts, internal transfers, outgoing transfers, and other trade finance banking products. Show less Implement all cash transactions processed over the counter according to bank’s “S.O.P.”.Prepare required reports on due time.Seek to attract new customers to increase bank customer base.Implement the superior quality service standards to maintain the customer satisfaction and attract the beneficiaries.Ensure ATM replenishment.Count Cash received from customers and shipments from/to branches, banks and CBE.Efficiently handing cash responsibilities inside the bank teller's areaATM operations as Daily checking, Cash replenishment and basic ATM maintenance."Used to work with two NCR and Debold ATM types"Handling all customer cash transactions like deposits, withdrawals, Bank checks cashing, besides cashing Vouchers and remittance advices.In addition to responding to all our valued visiting customers’ inquiries and complains in a professional manner as one bank even if not concerning tellers.Besides referrals for new bank products to the visiting customers to support sales team and help pushing sales momentum forward. 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  • Operations Officer

    Jun 2021 - now

  • Operations Support Officer

    Jan 2020 - Jun 2021

  • Operations Support Coordinator

    Aug 2015 - Dec 2019

  • Bank Teller

    Jan 2012 - Aug 2015