Summary
Overview
Work history
Education
Skills
Custom
Accomplishments
Timeline
Generic

HAITHAM REFAIE

Cairo,Egypt

Summary

Highly accomplished and results-oriented banking professional with 20+ years of experience driving revenue growth, operational efficiency, and strategic initiatives. Proven ability to lead and motivate high-performing teams, exceeding budget targets and achieving consistent regulatory compliance. Expertise in retail banking operations, digital financial services, and risk management, consistently delivering exceptional customer experiences and exceeding expectations.

Overview

23
23
years of professional experience
4
4
years of post-secondary education

Work history

Head Of Business Development Growth

eNovate
05.2023 - 01.2025
  • Drove a 65% revenue increase and secured three key clients within nine months through a strategic business development plan
  • This plan, aligned with company objectives, incorporated in-depth market research, competitor analysis, and highly targeted sales strategies
  • Improved card supply and processing efficiency, resulting in a 75% surge in sales leads and a 24% higher conversion rate
  • This was achieved through cross-functional collaboration (five key departments), new sales materials, CRM system implementation, and comprehensive sales team training
  • Ensured 100% regulatory compliance and improved CEO decision-making through concise weekly KPI reports (pipeline, POs, conversion leads)
  • This proactive approach facilitated efficient resource allocation and strategic alignment
  • Increased qualified leads by 23% through a new lead generation strategy
  • This included detailed reporting and mobilizing internal stakeholders to support initiatives
  • Uncovered new growth avenues using advanced analytics to identify emerging market trends
  • This led to strategies for penetrating new and existing markets, leveraging both internal and external data
  • Generated $3.5 million in new revenue streams through strategic partnerships for a seven-years deal
  • This involved thorough research into customer needs and market trends to inform product development and enhance market positioning
  • Launched three new products—closed gates prepaid cards for students, prepaid payroll cards for construction workers, and a D+1 FMCG merchant digital payment platform—by analyzing market trends and unmet customer needs
  • Reduced card personalization costs by 10% and improved profit margins through product performance analysis and collaboration with the manufacturing team
  • This strengthened market competitiveness by optimizing production processes and aligning product strategy with company objectives

Head Of Retail & Private Banking Operations

Credit Agricole Egypt
05.2019 - 05.2023
  • Aligned departmental goals and operations with the bank's strategic vision, driving a 10% increase in profitability and a 15% improvement in process efficiency, while boosting customer satisfaction scores by 8%
  • Achieved 0% operational loss through rigorous KPI monitoring and 100% regulatory compliance
  • Implemented RPA in retail banking operations, improving accuracy by 15% and reducing loan booking processing time by 20%
  • Developed a high-performance team (90 members) through strategic recruitment, hiring, and training
  • Improved financial reporting accuracy, efficiency, and transparency through RPA implementation—resulting in zero discrepancies and significantly reduced report generation time
  • Maintained consistent budget adherence and eliminated human error through DRPE expense monitoring, improving efficiency and report generation speed
  • Optimized third-party vendor relationships, improving service delivery for card processing and generating cost savings in document archiving and statement generation
  • Successfully managed a diverse portfolio of retail lending products (credit cards, cash loans, vehicle loans, mortgages, microloans, and small business loans)
  • Oversaw the efficient and secure processing of digital financial services (ATMs, digital wallets, IPNs, e-finance channels), ensuring seamless customer service and effective fraud management
  • Ensured the seamless delivery of customer service and the effective management of fraud detection and e-commerce settlement
  • Maintained full regulatory compliance for the reporting of the ACP reports to the CBE and the Facilities reports to I-Score

Head Of Retail Lending & Cards Issuance Operations

Credit Agricole Egypt
09.2014 - 05.2019
  • Cultivated a high-performing team through consistent training, mentoring, and support, resulting in a 12% reduction in employee turnover and a 15% increase in employee engagement scores
  • Manage contingency planning to effectively address emergencies
  • Manage the accuracy, dependability, and caliber of the back-office services for retail lending operations
  • Manage all procedures and processes involved in the issuance of retail loans, staff loans, mortgage loans, OVDs, and all cards

Head Of Retail Loans Operations Processing

Credit Agricole Egypt
10.2008 - 09.2014
  • Operationally managed Retail / Staff Loans
  • Provides leadership and direction to the Retail Loan Operations team to achieve an exceptional customer experience via process improvement and automation
  • Followed corporate regulations, policies, and procedures to maximize safety, security, and overall trust in the organization and employees
  • Identified issues and implemented prompt and successful solutions to eliminate backlog and maximize workflows

Head Of Cash & Auto Loans Operations Processing

Credit Agricole Egypt
06.2005 - 10.2008
  • Managed the processing of all cash and auto loan requests and improved the quality of service to customers and other parties
  • Resolved inquiries and assisted with paperwork by assisting individuals directly
  • Manage the issuance of vehicle license letters and the prohibition on sales
  • Manage early, partial, and rescheduled payments
  • Manage an evaluation of the integrity of all retail loans

Senior Accounts Officer

NSGB, Cairo
06.2004 - 06.2005
  • Manage relationships with newly assigned less complex individual accounts
  • Maintain personal relationships with clients through business calls and cross-selling
  • Accept and process applications for credit cards and loans, wire transfers, collection standing orders, bank drafts, traveler's checks, and certified checks, among other forms of payment

Citiphone Authorizer Agent

CITIBANK EGYPT N.A
06.2003 - 06.2004

Individual Credit Officer

Misr Exterior Bank, Cairo
09.2001 - 09.2002

Education

Bachelor of Science - Banking Management

Sadat Academy for Management Sciences
09.1996 - 09.2000

Thanweya Amma - undefined

El Horreya Language School

Skills

  • Leadership & Management
  • Team Building & Development
  • Performance Management
  • Strategic Planning & Execution
  • Project Management
  • Risk Management
  • Budget Management & Control
  • Cross-functional Collaboration
  • Mentoring & Coaching
  • Staff Training & Development
  • Conflict Resolution
  • Decision-Making
  • Problem-Solving
  • Financial & Analytical Skills
  • Financial Reporting & Analysis
  • Budget Forecasting & Analysis
  • KPI Development & Monitoring
  • Cost Control & Optimization
  • Revenue Generation & Growth Strategies
  • Profitability Analysis
  • Data Analysis & Interpretation
  • Market Research & Analysis
  • Competitive Analysis
  • Operational & Technical Skills
  • Process Improvement & Optimization (Lean, Six Sigma)
  • RPA Implementation & Management
  • CRM System Implementation & Management
  • Digital Financial Services
  • Fraud Detection & Prevention
  • Retail Banking Operations
  • Compliance Management
  • Data Management & Analysis
  • Reporting & Documentation
  • Customer Service Management
  • Other Relevant Skills
  • Client Relationship Management
  • Negotiation & Persuasion
  • Communication (written and verbal)
  • Presentation Skills
  • Stakeholder Management
  • Regulatory Compliance

Custom

Team Building & Development, Performance Management, Strategic Planning & Execution, Project Management, Risk Management, Budget Management & Control, Cross-functional Collaboration, Mentoring & Coaching, Staff Training & Development, Conflict Resolution, Decision-Making, Problem-Solving, Financial Reporting & Analysis, Budget Forecasting & Analysis, KPI Development & Monitoring, Cost Control & Optimization, Revenue Generation & Growth Strategies, Profitability Analysis, Data Analysis & Interpretation, Market Research & Analysis, Competitive Analysis, Process Improvement & Optimization (Lean, Six Sigma), RPA Implementation & Management, CRM System Implementation & Management, Digital Financial Services, Fraud Detection & Prevention, Retail Banking Operations, Compliance Management, Data Management & Analysis, Reporting & Documentation, Customer Service Management, Client Relationship Management, Negotiation & Persuasion, Communication (written and verbal), Presentation Skills, Stakeholder Management, Regulatory Compliance

Accomplishments

  • Led the successful implementation of robotic process automation (RPA), restructuring, and change management initiatives across corporate, retail, and account opening operations departments.
  • Implementing an automated reconciliation tool, improving accuracy by 20%, and reducing processing time by 20%.
  • Migrating three Core Banking Systems (CBS), resulting in new products and services enhanced scalability and improved customer experience.
  • Deploying a new fraud management system reduces fraudulent activity by 25%.
  • Overseeing a complex card migration project for the cards from MasterCard to VISA by recarding the full debit card portfolio for 125 K cards within 3 months, ensuring seamless transition for more than 100 K customers.
  • Successfully completing two CMS upgrades, enhancing system performance and functionality for the card processing.
  • Successfully completing the CRM implementation and upgrade, enhancing system performance and functionality for all the retail products.

Timeline

Head Of Business Development Growth

eNovate
05.2023 - 01.2025

Head Of Retail & Private Banking Operations

Credit Agricole Egypt
05.2019 - 05.2023

Head Of Retail Lending & Cards Issuance Operations

Credit Agricole Egypt
09.2014 - 05.2019

Head Of Retail Loans Operations Processing

Credit Agricole Egypt
10.2008 - 09.2014

Head Of Cash & Auto Loans Operations Processing

Credit Agricole Egypt
06.2005 - 10.2008

Senior Accounts Officer

NSGB, Cairo
06.2004 - 06.2005

Citiphone Authorizer Agent

CITIBANK EGYPT N.A
06.2003 - 06.2004

Individual Credit Officer

Misr Exterior Bank, Cairo
09.2001 - 09.2002

Bachelor of Science - Banking Management

Sadat Academy for Management Sciences
09.1996 - 09.2000

Thanweya Amma - undefined

El Horreya Language School

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HAITHAM REFAIE