Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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FATMA GALAL

FATMA GALAL

Giza,Egypt

Summary

Results-driven Credit Risk & Operations Consultant with 6+ years of experience across financial services, payments, and dispute operations. Expertise in credit risk assessment, dispute lifecycle governance, regulatory compliance (Visa/MasterCard), and operational risk mitigation. Proven ability to advise stakeholders on control gaps, financial exposure, and performance optimization through data-driven insights.

Resourceful Business Coordinator with significant experience in strategic planning, operational efficiency improvements, and team leadership. Strong skills in project management, stakeholder communication, and data analysis demonstrated across various business environments. Noteworthy impact on improving business procedures, driving revenue growth, and enhancing internal communications.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Coordinator – Operations, Risk & Quality Advisory

Intelcia
Giza, Egypt
08.2025 - Current
  • Conducted operational risk assessments, identifying control gaps that compromised financial accuracy and service quality.
  • Led cross-functional teams in implementing mitigation plans through FMEA methodology, enhancing risk management processes.
  • Deliver executive-level performance and risk reports to stakeholders.
  • Coordinated service delivery to meet SLAs, KPIs, and compliance standards.

Team Manager – Payments & Dispute Operations (Credit Risk Focus)

Concentrix
Giza, Egypt
01.2021 - 07.2025
  • Managed dispute, chargeback, refund, and reversal lifecycles in compliance with Visa/Mastercard rules.
  • Advised leadership on dispute trends and financial exposure, enhancing operational controls.
  • Conducted root cause analysis on high-risk financial discrepancies to identify systemic issues.
  • Led operations for high-volume credit, debit, and prepaid card transactions, ensuring compliance and accuracy.

Team Captain – Operations Risk Support

Swvl
Giza, Egypt
01.2020 - 12.2021
  • Acted as primary escalation contact for high-impact operational and customer risk cases, ensuring timely resolution.
  • Identified recurring service failures, proposing process improvements that enhanced service quality.
  • Coached agents to ensure adherence to SLA and compliance, contributing to overall team performance.

Education

Bachelor of Arts (B.A.) -

Cairo University

Skills


  • Credit Risk Assessment & Mitigation
  • Payments, Cards & Dispute Risk Management
  • Regulatory Compliance (Visa / MasterCard Rules)
  • Operational Risk & Control Gap Analysis
  • SLA / KPI Governance & Performance Advisory
  • Root Cause Analysis (RCA) & FMEA
  • Stakeholder & Client Advisory
  • Process Improvement & Risk Controls
  • Data Analysis & Executive Reporting

Certification

  • COPC Best Practices for Customer Experience Operations
  • Certified FMEA Practitioner – Concentrix
  • Operations Manager Certification

Languages

English, Fluent

Timeline

Business Coordinator – Operations, Risk & Quality Advisory

Intelcia
08.2025 - Current

Team Manager – Payments & Dispute Operations (Credit Risk Focus)

Concentrix
01.2021 - 07.2025

Team Captain – Operations Risk Support

Swvl
01.2020 - 12.2021

Bachelor of Arts (B.A.) -

Cairo University
FATMA GALAL