Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Amr Esmat Abdel Ghany

Amr Esmat Abdel Ghany

Deputy General Manager
Cairo,Cairo

Summary

Proven track record as a “hands on” business manager with a demonstrated overseas experience in streamlining operations, building highly productive teams, improving efficiency, and delivering increasing profitability through cost control and effective process structure implementation as well as devising and implementing up-selling/cross-selling effective strategies. Skilled in sales, negotiation, communication, business process improvement, team building, training, and performance management.

Overview

17
17
years of professional experience
7
7
years of post-secondary education

Work History

Deputy General Manager

VFS Global
Cairo
07.2022 - Current
  • Overall responsibility of Country/region operations, P&L, Business development and new projects.
  • Reviewed performance results to target and take corrective measures with authorization and escalation.
  • Fostered and promoted cooperative and harmonious working climate conducive to maximum employee morale, productivity and effectiveness.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Developed and maintained relationships with diplomatic missions through account development and performance delivery.
  • Managed budget implementations, employee evaluations, and contract details.
  • Collaborated with department heads to establish goals and work plans.
  • Administered operating budget, approved expenditures and implemented budgetary adjustments.
  • Enacted contingency plans, escalated and directed system problems and issues and participated in post-mortem analysis to provide input for process improvements.
  • Employed best practices and management controls to provide superior service to internal and external customers.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.

Senior manager

VFS Global
Cairo
03.2020 - 07.2022
  • Overall responsibility of Country/region operations, P&L, Business development and new projects.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Ordered new equipment and inventory and scheduled repairs for damaged equipment.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Recommended and implemented successful strategies to maximize revenue.
  • Consolidated vendors and renegotiated contracts to optimize costs.
  • Developed proposals and presentations for internal and external audiences.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.

Country manager

VFS Tasheel international
Algiers
02.2018 - 02.2020
  • Primary Responsibility (JD):
  • Ensure, through effective liaison with the FMC, smooth functioning of the Visa Application Centres across the country in line with the company image and meeting the goals and financial targets as set by the COO
  • He is the key person responsible for creating a brand identity for VFS TasHeel in his country as a trusted partner of the Saudi MOFA to carry out administrative visa application processing on their behalf
  • Role Specifics:
  • Take ownership of the relationship with the FMC and ensure continual monitoring of P&L
  • Take corrective action as required to protect our business interests and achieve the highest financial return
  • Oversee operations in the country
  • Initiate and monitor performance by way of Internal audits; so as to improve the existing processes
  • Innovate new systems for optimum Centre functions
  • Monitor and develop team skills and productivity
  • Ensuring standards for Quality, Customer Service and Health & Safety are maintained
  • Monitor and take action as appropriate to ensure the FMC people management practices and employee engagement activities are in line with VFS Tasheel organizational standards
  • Act as an effective role model to all employees across centres
  • Specific:
  • In Liaison with the FMC:
  • Developing and maintaining relationship with Diplomatic Missions in the country
  • Monitor FMC coordination of all divisions within a centre to avoid conflict and ensure FMC maintains optimum efficiency in terms of turnaround time for applicants
  • Handle emergencies or escalations in a calm manner with agility
  • Ensure that there are no integrity concerns among staff involved in Visa application processing
  • Be knowledgeable about Visa rules and changes in the same for various categories and develop the acumen to resolve unique cases
  • Create a brand identity for VFS TasHeel synonymous with superior customer service standards
  • Monitor ongoing maintenance of the facilities to ensure a comfortable and relaxed ambience at all times for customers in all categories
  • Work closely with the Security department to stay abreast of any upcoming emergencies
  • Collaborate with all support functions at Head Office to ask for support as needed to maintain, improvise and excel the country management operations
  • Understand and facilitate implementation of all VAS deals as closed by the Vasco Business Development team across all centres
  • Ensure that adequate training is provided to all sales staff to enable them to sell products and services effectively
  • Analyzing sales figures on an ongoing basis and forecasting future sales volumes to maximize profits
  • Manage an efficient balance between transactional operations and value added services functions
  • Work with the Value Added Services team in order to create new channels of Revenue
  • Updating colleagues on business performance, new initiatives and other pertinent issues
  • Analyzing and interpreting trends to facilitate future business deals and planning
  • Additional Relationship Management responsibility:
  • Maintain excellent relationship with key officials at Saudi MoFA by keeping them up to date of the operations for the allocated countryand provide information that they may be keen on
  • Provide exemplary support as MOFA’s primary contact at VFS TasHeel for the allocated country and play a vital role in communicating MOFA’s expectations
  • Conduct on-going account meetings to communicate best practices being adopted at VFS TasHeel to provide best possible service to the end customers i.e
  • The applicants applying for visas to Saudi Arabia
  • Serve as the customer’s voice within VFS Tasheel including product/process change
  • Keep the client notified and updated with the status update on the progress by way of reports/trackers to proactively anticipate customer needs and identify any potential issues
  • Responsible for project management, driving internal contacts to ensure timely deliverables to the client, manage day-to-day operational aspects of project including scope
  • Vetting processes, System Requirement Specification Document (SRS), Scope of Work (SOW) and prototypes for all new projects to ensure SLA’s are being met as per committed contractual terms
  • Meeting and coordinating with Diplomatic Missions across the allocated countries to understand their specific regional requirements and act as a mediator between them and MOFA to ensure standardization in expectations
  • Coordinating with various departments i.e
  • IT, Admin, HR, Security and external vendors, for gathering inputs specific to regions for updates to MOFA
  • Communicating any changes in expectation to all departments such as Legal/Information/Data safety/Security etc
  • Ensuring adherence to the same.

Operations Manager

VFS Tasheel International
06.2014 - 02.2018
  • Overall responsibility of the Visa application centres
  • Monitor team performance and devise a plan to improve
  • P&L tasks, controlling cost and expenditure, budgeting
  • Devise and implement measures and strategies to increase the revenue through value added services up-selling and increasing units’ processing/production capacity
  • Assigning staff duties and manage roster based on the trend analysis/ footfall trend
  • Supported effective implementation of change in process when identified
  • Train and mentor the team and Implement new processes
  • Liaison with the diplomatic mission teams (B2G)
  • Coordination with accounts departments, HR and IT departments
  • Responsibility for cash handover to accounts at the end of each day
  • Coordination with Mission, operational updated and memos from mission
  • Manage escalations and provide effective resolution
  • Ensure achieving the defined turnaround time of the process for each applicant
  • MIS
  • Electronic wallets reconciliation management
  • Security related issues handling along with security department
  • Achieving the assigned targets of VAS upselling through analysing the footfall, devise upselling scenarios and implement it to be executed by a very productive team
  • Analyse and monitor all branches activities
  • Cycle meetings with the Counsel general/Ambassador of Kingdom of Saudi Arabia.

Team Leader

VFS Tasheel International
Dubai
11.2013 - 06.2014
  • Overall responsibility of the Bio-metrics operations team
  • Customer service
  • Adherence for defined SOPs for myself and the team
  • Supported effective implementation of change in process when identified
  • Coordinate with the other Team leaders to achieve the best turnaround time
  • Ensure achieving the defined turnaround time of the process for each applicant
  • Maintain the daily reports and logs
  • Participated in starting-up the first outsourced bio-metrics unit for KSA.

Operations supervisor

VFS Tasheel International
Abu Dhabi
07.2013 - 09.2013
  • Participated in launching Kingdom of Saudi visa service centre operations in Abu Dhabi
  • Trained the staff and Implemented operational standards
  • Ensured compliance to prescribed systems as per the defined service level agreements with Ministry of foreign affairs “KSA government”
  • MIS
  • Ensured adherence to standard operating procedures
  • Implemented business process
  • Delivered profitability through building a team, devised up-selling value added services scenarios efficiently and achieved the assigned targets.

Customer service Officer

VFS Tasheel International
Dubai
01.2013 - 06.2013
  • Assigned to maintain relationship with the diplomatic mission of KSA in Dubai
  • Was handling day-to-day visa applications processing
  • Was handling applicant’s inquiries and provided VAC services.

Sales Executive

Al Nokhba for Oud and perfumes
Dubai
06.2012 - 01.2013
  • Achieve the assigned targets of sales
  • Demonstrating the product specs and identifying the customer needs to achieve the required satisfaction
  • Submitting sales reports
  • Cash and transactions handling
  • Managing inventory
  • Mobile & Computer services and retail store
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.

Owner

Tech service center
Tanta
01.2007 - 05.2012
  • Overall responsibility and ownership of the company assets
  • Assure the filing of all legal and regulatory documents and monitors compliance with relevant laws and regulations
  • Managing fiscal activities including budgeting, balance sheet, expenditure and revenue
  • Managing services and sales team and assign targets, tasks and shifts
  • Train store team on how to display the merchandise
  • Managing inventory
  • Plan and promote retail signage and exert marketing efforts
  • Observe and analyze the market to insure having full awareness of sales trends and products quality
  • Manage human resources and ensuring compliance to relevant laws and regulations
  • Purchase merchandise stock and making deals with other companies for wholesale trade
  • Purchase and update all mobile & computer services (Software & Hardware) equipment and tools and train staff on using it.

Lawyer/trainee

Tanta
09.2005 - 07.2006
  • Experience gained and legal activities:
  • Draft, revise and submit contracts and legal agreements for final revision and evaluation by the senior lawyer
  • Handle public relations tasks and procedures at the courts and local authorities such as police minutes’ revision, contracts attestation, applying for licenses on behalf of clients
  • Worked on improving my interpretation of legislative provisions including procedural rules
  • Assisted the senior lawyer in formulation of the evidences for submission to courts related to clients’ cases
  • Accomplished corporate special projects and assignments:
  • VFS TasHeel international rollout in Jordan 2013:
  • Had been assigned to take part in rollout and training for the country teams
  • Took part in launching and business process implementation
  • Successfully delivered operational results of the project.

Education

Bachelor of Law -

Tanta University
2004 - 2011

Skills

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Accomplishments

  • VFS Tasheel international rollout in Egypt 2014:
  • Had been assigned along with Learning & Development department to take part in training for Egypt teams before joining them
  • Successfully delivered excellent results and received a written recognition from CEO and CHRO
  • VFS TasHeel international change management in Jordan 2016:
  • Had been assigned to ensure that standard of operating procedures, company policies and service level agreements with Saudi MoFA are maintained while the management change was transitionally taking place
  • Country operations had been handed over successfully with minimum deviations and with very less to no negative impacts on the business
  • VFS TasHeel international rollout in Philippines 2017:
  • Had been assigned along with central operations manager to conduct training for the country teams as part of project rollout
  • Training done successfully with excellent results “above 95%” of overall rating for training feedback
  • VFS Global/FMC acquisition in Algeria 2020:
  • Participated in the transition of VFS Global acquisition to Mawared House Algeria SARL
  • Operational assets transition has been successfully completed in the defined timeframe
  • VFS Global/ Canada VAC rollout in Sudan 2021:
  • Overall responsibility of Sudan projects rollout and liaison with FMC.

Timeline

Deputy General Manager - VFS Global
07.2022 - Current
Senior manager - VFS Global
03.2020 - 07.2022
Country manager - VFS Tasheel international
02.2018 - 02.2020
Operations Manager - VFS Tasheel International
06.2014 - 02.2018
Team Leader - VFS Tasheel International
11.2013 - 06.2014
Operations supervisor - VFS Tasheel International
07.2013 - 09.2013
Customer service Officer - VFS Tasheel International
01.2013 - 06.2013
Sales Executive - Al Nokhba for Oud and perfumes
06.2012 - 01.2013
Owner - Tech service center
01.2007 - 05.2012
Lawyer/trainee -
09.2005 - 07.2006
Tanta University - Bachelor of Law,
2004 - 2011

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Amr Esmat Abdel GhanyDeputy General Manager