Ahmed Saied Aly Hanafy

• Develop wide collections strategy, including portfolio segmentation and enhanced use of data/analytic to drive optimal recovery rates.
• Lead a credit collections team, supervise employees, and participate in hiring and disciplinary decisions.
• Creating procedures and policies that ensure timely payments while maintaining a high level of customer retention.
• Ensuring credit and collection policies and procedures are followed within my team
• Supervises daily activities and maximizes efforts of staff in their collection efforts on accounts receivable, with special emphasis on delinquent accounts, and/or Credit Representatives in determining credit worthiness of new or existing customers.
• Monitoring of day-to-day operations across the credit and collections function.
• Direct resource/capacity planning, development of management team & establishment of long-term business goals.
• Resolves customer disputes and negotiates settlements with customers on receivable accounts issues.
• Analyzes and assesses credit and collection issues falling outside Company policies and guidelines and determines a course of action for resolution.
• Manage and develop credit leadership team so that they are able to motivate and train all individual team members to achieve departmental targets and optimize their potential.
• Leads the overall credit function, designs and implement processes to improve cash flow and reduce receivables.
• Partner with Sales, Credit Risk, and Finance to ensure the delivery of the most efficient end-to-end collections model, feeding into risk models to optimize vetting & provide links to collection segmentation/strategy.
• Lead credit transformation program to include structural review, local process/policy changes, and business case creation for technology investments.
• Ownership of bad debt methodology, performance & reporting.
• Responsible for board-level credit performance result presentations and controls of departmental budget.
• Responsible for the supervision and development of Credit & Collections staff.

· Serving all customers segmentation beginning from account opening up to any credit facility or investment needed Including full required operations (documentation, facilities proposals, recommendation /approval, execution on the system and full disbursements through the branch).

· Achieve enhanced profitability and improve operational efficiency for RBG.

· Implement Action Plans of Customer Satisfaction Survey, Mystery Shopping and Service Quality Facilitation.

· Ensure all customer queries / complaints are closed within established time frames Maintain service level standard as per SLA.

· In consultation with Business Manager/Branch Manager, draw up monthly plans for Achieving new business and customer acquisition goals committed for the assigned branch.

· Source and call on individual prospects as well as organize and conduct sales Presentations to groups, clubs, associations, companies and other organizations within the assigned branch.

· Lead / assist assigned branch in upgrading and converting existing target branch Customers for Personal Banking, Priority Banking and SME through staff training and presentations.

· Actively participate in Personal Banking, Priority Banking and SME marketing and promotional activities for customer acquisition.

· Build and deepen relationships with existing Personal Banking Customers to achieve increase in share of wallet and revenues.

· Provide truly professional customer service to achieve a high level of customer satisfaction and retention to our existing customers.

· Review & recommend credit applications and follow-ups including loan documentation within authorized limits whilst adhering to guidelines specified in the Personal Banking Credit Policy.

· Practice Manual and approved product programs.

· Ensure ongoing self-development.

· Adherence to Sales & Marketing and Miss selling Policy.

· Meeting with other managers to discuss possible improvements to customer service.

· Training staff to deliver a high standard of customer. service & achieve the sales targets in full.

• Handling difficult customers inquiries, complaints, and disputes as per our SLA.
• Forecast work volume while monitoring the overall performance.
• Negotiate settlements types with customers & discuss with them the full process.
• Educate customers on the benefits of taking loans (personal & auto), insurance, bank assurance, large organizations payroll to achieve our goals.
• Provide feedback to the Branch Manager on operations and flow of work with ideas for improvement of certain processes where appropriate.
• Track and monitor productivity/effectiveness for optimal performance.
• Provide feedback for enhancement of AS400 (core banking system).
• Contributing to increasing the deals with companies in order to achieve the branch targets.
• Opening all types of accounts (Companies, personal, teenagers, joint, checking, multi-benefits, saving, and current accounts).
• Responsible to search for all illegal accounts or documents (money laundry).
• Responsible to process all-time deposits and certificates.
• Responsible Payroll accounts (Automated system, semi-automated system, and manual system).

· Generating Cards Collections MIS Report (Daily).

· Generating Delinquency MIS for loans with full analysis needed.

· Generating The Performance Indicator for collectors (Daily, daily averages and totals).

· Generating Aging analysis (End of Period). · Generating the net credit lose reports for reconciliation.

· Generating the Supervisory Reviews MIS (Daily, daily and totals).
· Generating the Supervisory state (No Activity No Contact) MIS for cards & Loans unit heads.· Generating the Collections Customer reach for the collections staff to ensure that the collections functions are executed effectively & professionally.· Generating MIS reports on a daily / weekly / monthly basis and provide feedback to the collectors as well as the collection manager on the quality of performance.
· Provide performance evaluation analysis to higher level management on a regular basis and assessing the department's trend in regards to the set goals and targets.
· Existing policies and procedures to improve efficiency, cost effectiveness & portfolio quality / performance.
· Generating Over draft accounts MIS (Secured & Unsecured).
· Generating EMEA Collections MIS on the daily basis & reporting it to the region.
· Generating the flow rates analysis.
· Generating principle recoveries MIS (MTD).
· Calculating the growth credits lose, the net credits lose and the recoveries for MIS needs.
· Generating the Productivity index per hours & minuets MIS for all types of collectors.