Advanced skills in Microsoft excel applications ability to use Macro, VBA, power query and power pivot
Amr Ismail
In Business Control Manager
Cairo
Summary
Accomplished Business Control & Quality Manager with a proven track record at Commercial International Bank - CIB, enhancing customer satisfaction and operational efficiency. Leveraged quality management systems and exceptional problem-solving abilities to increase annual sales by over 40%. Recognized for fostering professional growth and driving significant process improvements.
Overview
29
29
years of professional experience
2
2
Languages
Work History
In Business Control & Quality Manager
Commercial International Bank - CIB
01.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Branches Monitoring and BKYC Senior Officer
Commercial International Bank - CIB
12.2014 - 12.2023
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Implemented innovative process improvements that enhanced productivity and reduced operational costs.
- Negotiated contracts with vendors to secure favorable terms, resulting in significant cost savings for the company.
- Coached junior team members, fostering professional growth and improving overall team performance.
Branch Head
Commercial International Bank - CIB
01.2010 - 12.2014
- Increased branch revenue by implementing effective sales strategies and maintaining strong customer relationships.
- Increased overall annual sales [Number]% by incorporating several quality process improvements within branch.
- Implemented innovative marketing campaigns to expand the branch''s market presence and attract new clients.
- Mentored junior staff members, cultivating a culture of continuous learning and development.
Customer Service Head
Commercial International Bank - CIB
06.2009 - 12.2009
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Customer Support Head
Commercial International Bank - CIB
07.2007 - 06.2009
- Participated effectively with nearly 40% of NTB customer base during 2007 & 2008 through the effective handling of walk-in customers and area scanning and tailoring suitable offers to customers building on their needs to trade products (LG's, LC's , IDC's).
- Effectively developed a team of new hires to become a team of most proficient and efficient trade operations officers
Managment Internal Control -South Sinai (Assigned)
Commercial International Bank - CIB
01.2004 - 06.2007
- Enhanced internal control processes by identifying and addressing potential risks and inefficiencies.
- Collaborated with cross-functional teams to streamline internal processes and reduce the risk of fraud or errors.
- Identified opportunities for process improvements by analyzing current systems and recommending changes as needed.
- Played an integral role in fostering a culture focused on continuous improvement, promoting awareness about the importance of robust internal controls.
Senior Teller
Commercial International Bank - CIB
01.1999 - 12.2003
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
- Handled foreign currency and performed currency transaction reports.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
System Operator
Commercial International Bank - CIB
11.1997 - 12.1998
- Responsible for the daily EOD system run for the branch and ledgers closure and Daily system Backups.
- Printing of the branch previous day closure ledgers and transactions reports to avail for each Branch Department
- Troubleshot system stoppages and determined best course of action to maintain system up-time.
Account Payable Supervisor
Intercontinental Hotels Group
09.1996 - 11.1997
- One of the opening team, granted employee of the month twice during this year of employment period.
- Handed over the duties of the Chef account and the general cashier during their absence.
- Effective cash management to prioritize suppliers payables aging for smooth streaming of operation supplies during cash bottlenecks.
- Assisted in budget preparation by providing accurate historical data related to expenses/payments made through Accounts Payable department.
- Coordinated with auditors during annual audits, providing necessary information to ensure a timely completion of the audit process.
- Created many innovative idea to handle transaction accounting treatment.
External Auditor
KPMG Hazem Hassan & Co
12.1995 - 09.1996
- Presented clear, concise audit findings reports to management, detailing observations and recommended corrective actions for identified issues.
- Prepared working papers, reports and supporting documentation for audit findings.
- Cooperated with senior leaders to create operating budgets and initiate financial planning.
Education
Chartered Financial Analyst - Investment
04.2001 -
- Member of [CFA ], [2018} to [Date] passed all 3 levels on Jun 2015 and earned Chartered Financial Analyst on May 2018
Bachelor of Science - Business Accountancy
04.2001 -
Skills
Quality Management Systems
Accomplishments
Successfully worked on structuring and followup with concerned team in the modeling and development a group of over 60 report to monitor Network performance.
Development and ongoing maintenance Knowledge base to display all product knowledge to frontline staff to facilitate the reach out to any required info about the bank product during customer interview in a maximum of 3 clicks.
In 2017 i was fully responsible for the initial development, communicating with stake holder for best requirement,data gathering and the development of the UI I am responsible to date for the periodical maintaining of this bank sole data base to Date.
Shared with senior management in the development of a control dashboards, were i was successfully able to quantify main control issues into scalable indicator to monthly monitor and rate each branch and region performance and was monthly maintained to date (role started from the developing idea, creating if the interactive dashboard and preparing & cleansing required data.
worked with team in handling AML alerts with a role the development of a centralized data system to control and monitor this ongoing arising alerts and update with required feedback, i managed to develop from scratch an access database using VBA to streamline the process and control distribution authority layers and provide daily & monthly MIS reporting.
to manage a daily operation of 12 officer and senor officer and a monthly run rate of 1000 alert for 3 years
As a Branch head i was able in 2 years to triple a branch portfolio (Assets & Liability) products.
Development of Dashboards to asses the branches waiting time and highlighted many indicator to management that supported in enhancing the network serving time
Software
Knowledge about python with ability to perform web scrapping
Ability to use excel in financial modeling & statistical analysis with liner and Mult regression models and quantitative analysis
Ability to use Power BI for financial data visualization
Timeline
In Business Control & Quality Manager - Commercial International Bank - CIB
01.2024 - Current
Branches Monitoring and BKYC Senior Officer - Commercial International Bank - CIB
12.2014 - 12.2023
Branch Head - Commercial International Bank - CIB
01.2010 - 12.2014
Customer Service Head - Commercial International Bank - CIB
06.2009 - 12.2009
Customer Support Head - Commercial International Bank - CIB
07.2007 - 06.2009
Managment Internal Control -South Sinai (Assigned) - Commercial International Bank - CIB
01.2004 - 06.2007
CFA Institute - Chartered Financial Analyst, Investment
04.2001 -
Faculty Of Commerce (English Section) - Bachelor of Science, Business Accountancy
04.2001 -
Senior Teller - Commercial International Bank - CIB
01.1999 - 12.2003
System Operator - Commercial International Bank - CIB
11.1997 - 12.1998
Account Payable Supervisor - Intercontinental Hotels Group
09.1996 - 11.1997
External Auditor - KPMG Hazem Hassan & Co
12.1995 - 09.1996
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