Ahmed El-Ghotmy

To develop, set and lead the management of Private Distribution in alignment with the Consumer Banking strategy in terms of setting objectives, achieving set targets and developing business plans, in order to ensure an effective and perpetual business growth along with ensuring a proper execution of the Private value proposition in the market

Business Generation :

o Set the long, medium & short term plan for the Private Distribution business growth to ensure the effective achievement of the set objectives/targets

o Work closely with the Private segment head to identify areas of development and unsatisfactory performance and ensure that any potential opportunities are capitalised upon o Monitor the Advisors' performance to ensure meeting the annual business budget as agreed with the Private Segment and resolve any bottle necks if they arise

o Manage the team's cross - selling efforts for all CIB products for the Private customers through driving the team’s focus and ensuring on-going alignment with key stakeholders to maintain share of wallet maximization and ensure effective leveraging of existing relationships

Relationship Management

• Perform meetings jointly with the financial advisors committing support and managerial presence in the market
• Coach and develop a solid understanding of all the Private Products & Programs to the Advisors in order to ensure adequate knowledge when dealing with customers
• O Monitor the Private clients relationships through effective team reporting, market intelligence, economic and market analysis in order to ensure customer satisfaction and address any potential challenges

Sales Strategy Implementation:

• Communicate the Private strategy and vision, consumer mission statements, areas of focus and objectives to the team to ensure proper drill down to all staff
• Demonstrates and support an effective sales culture with an effective prospecting, sales & acquisition process, and review sales plan performance against the department's ambition

Service Quality

• Monitor the sales performance & identify any services gaps in order to be communicated to the relevant stakeholders (Service Quality, Ops, IT...etc.) to ensure high service standards are applied and consistent across the entire network

Operations, Controls & processes:

• Set & integrate up the Private Sales department to cope with automation, offloading, e-channel initiatives of transactions and service levels Strategy
• Participate in the formulation and implementation of the department’s strategy to ensure the alignment with CIB strategy Budget
• Contribute to the preparation of the Private Distribution budget, and monitor the financial performance of a given area of activity versus set budget to ensure alignment

People Management

• Manage the effective achievement of the team's objectives by setting individual targets, developing and motivating staff, providing of formal and informal feedback and appraisal in order to maximize subordinate and department performance
• Communicate the required trainings to the L&D department to be designed for the Financial Advisors to ensure the team's level competencies are brought up to required standards Day-to-day management
• Manage the day to day operations of the Private Distribution, providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
• Liaise with internal and external parties at the appropriate levels to ensure smooth flow of interactions

Policies, Processes and Procedures

• Develop the Private Distribution policies, processes and procedures to ensure all relevant procedural/legislative requirements are fulfilled

Revenue and Business Growth

• Participate in setting of each branch target in the assigned region and ensure it is clearly cascaded to lower levels.

• Review each branch performance versus budgeted targets and recommend action plans to any rectify shortfalls.

• Review the quality of the assigned branches portfolios, in terms of the number of new to bank customers across different segments to maintain the required customer base mix.

• Conduct joint sales calls with Branch Heads to key existing / potential customers to strengthen the relationship and exploit on business enlargement and as well as attracting new opportunities to expand Consumer Business.

Cost efficiency

• Ensure that each assigned branch maintains the adequate cost to income ratios which reflects on the overall ratio for Branches network and Consumer Banking group.

• Analyse the region’s financial performance and recommend action plans that will enable branches to maximize revenue, increase fee generation, & reduce operating costs.

Quality service and Customer Experience

• Review reports on the assigned branches service levels, and ensure that all service standards set by the bank are applied as well as highlighting any deficiencies to relevant Branch Heads and recommending appropriate course of action.

• Ensure that any customer complaint is either handled and closed at the branch level or escalated to relevant stake holders on due time, while providing a prompt feedback to customers in a timely manner based on the agreed TAT.

• Monitor the customer attrition rates, analyse the reasons and work on action plans to reduce attrition rate and retain valued customers.

Operations & Controls

• Review alarming audit comments & analyse the root cause to avoid future re-occurrence and ensure timely rectification to mitigate any potential risk.

• Responsible for the operation performance of concerned branches and ensure adherence to procedures and controls. People Management

• Ensure the efficient implementation of the new hire on boarding process, providing staff with the requested coaching, training & logistics.

• Set a succession plan for significant calibres among the assigned branches and manage their career development.

• Manages the effective achievement of region’s objectives by setting individual targets, developing and motivating staff, providing of formal and informal feedback and appraisal – in order to maximize subordinate and department performance

Compliance

• Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s legal position and mitigate potential risk. • Act as the first line of defence rectifying areas of vulnerability inside the branch to contain any operational losses & reputational risks

Policies and Procedures

• Ensure full adherence and Implementation of the bank’s policies, procedures and controls covering Branch operations, Security information, confidentiality, etc…
• Recommend improvements to policies, procedures and controls covering Branch operations while maintaining existing arrangements.

Budget

• Contributes to the preparation of the region’s budget, and monitors the financial performance of a given area of activity versus set budget to ensure alignment.

• Develop the branch plan in alignment with the overall Consumer Banking strategy to achieve the budgeted targets and revenue growth within the set timelines and cascade the plan thoroughly to direct reports for efficient implementation

• Monitor the daily performance of the Branch through financial reports on actual achievement versus target so that areas of unsatisfactory performance are identified and rectified promptly and potential performance improvement opportunities are capitalized upon

• Ensure that all Service standards set by the bank are applied by Branch staff, in terms of customer interactions, turnaround time adherence, branch ambiance, clean desk policy..etc to ensure full customer satisfaction and promote customer loyalty

• Develop Operations excellence action plans across the Operations units to ensure meeting the quality standards.

• Develop & implement system optimization, process redesigning/ re-engineering & cultural change plans leading to world-class operations to maintain quality standards in alignment with the strategy. • Review and assess adherence to operations excellence & banking process.

• Monitor & coach agent’s & Supervisors calls to spot opportunities for improvement in coordination with Unit Heads

• Approve and authorize the outcome/output of the Unit Heads and agents/runners levels according to the bank’s SOPs and manuals. • Approve and authorize fees waivers/compensation according to the set delegation matrix

• Ensure that the Unit Heads , agents & runners perform filing and carefully maintain bank data, documents & forms in an efficient and secure manner and according to bank’s SOPs and prevailing regulations.

• Participating with superiors in setting Agents Contingency Plan, ensure accurate fulfillment , tele-marketing sales scheme and present MIS analytical reports on sales and marketing to Superiors

• Ensure staff awareness and adhere to the Bank’s Code of Conduct, Internal related policies and procedures, CBE regulations, Banking Law, AML Law and Secrecy Law.

• Perform any additional related tasks as assigned

Projects Achievement:

• Debit Card Activation

• Credit Card Activation

• Cards ( Debit & Credit ) replacement

• DCU ( Delivery Control Unit )

• Acquiring Helpdesk

• PIN code self selection ( Credit Card

• Train and coach all staff on new procedures and update the team on relevant changes on the systems

• Conducted Introductory Programs for the Arab National Bank in Saudi Arabia and is the only point of contact between the two.

• Personal Agent for Gold and Premier Members (British Airways’ most valuable customers). Handling all their Executive Club queries

• Handling all VIP passengers issues “ travel arrangements: Tickets, BA Holidays, redemption bookings, customer complaints and any other queries related to Executive Club accounts, ba.com etc

• Recommends the level of compensation to be paid. Exercises responsibility, judgment and discretion in the use of discretionary payments and ensures that these are done to improve customer retention and quality targets

• Interacted with thousands of customers on regular basis and ensure they pay their bills on time.

• Performed regular follow up as per the billing schedule for collection of credit card dues from customers.

• Part of a team to accomplish department goals, schedule by tactfully handling the customer’s inquires through phone

• Managed skillfully all office activities including preparation of official correspondence, filing and retrieving records and files.
• Updating customer’s address and sending of statements.
• Successfully assessed customer needs, provided appropriate solutions.