Karem Mahmoud Zannoun
Area Manager
El Sherouk City
Summary
Reliable Area Manager successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with superior communication and collaboration abilities demonstrated over 30 years of management performance.
Overview
32
32
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
10th of Ramadan Area Manager
CIB
Cairo
07.2015 - 12.2024
- Monitor the implementation of the assigned area operating plan in alignment with the overall branches strategy to achieve the budgeted targets and revenue growth within the set timelines and cascade the plan thoroughly to direct reports for efficient implementation
- Conduct frequent visits to branches within the assigned area and meet with Branch Managers to monitor the branch performance and ensure that the business plans and objectives are being complied to
- Ensure that all financial, acquisition and penetration targets of the area are fairly assigned to the branches staff based on their capabilities and experience to ensure that each branch goals are achieved
- Prepare relevant sales monitor reports to measure and monitor sales performance of the area against the pre-set sales target
- Monitor the area's staff execution to the service standards set by the bank in terms of customer interactions TAT adherence, branch ambiance, clean desk policy...etc
- To ensure full customer satisfaction and promote customer loyalty
- Focus on attracting new to bank customers for different segments (Wealth, plus, Business Banking...etc) with quality portfolios and customer profiling requirements based on the bank's strategy to achieve the required customer base mix
- Maintain high standard of customer service quality through resolving high net worth customer' problems and complaints immediately and maintain strong relations with the prime customers to ensure providing superior service and customer satisfaction
- Monitor branches offloading initiatives within the designated area to ensure optimum implementation as per bank strategy while maintaining customer satisfaction
- Contribute to the preparation of the Branches Network budget, and monitor the financial performance of the assigned Area's activity versus the set budget to ensure alignment
- Develop the area's budget and monitor the financial performance of the branches versus the set budget to ensure alignment
- Monitor the achievement of the Area P&L targets through achieving the targeted product mix, customers' penetration and efficiency in designated branches
- Ensure proper completion and accuracy of the Area's documentations to maintain the controls
- Rectify any Audit comments to mitigate any potential risk while ensuring the identification of the root cause to avoid future re-occurrence
- Authorize the processing of the secured assets facilities in addition to the payroll unsecured application through the branch as part of their privilege by reviewing, assessing, validating and liability any other required checks to all the relevant documents of all requests
- Declare full adherence of unsecured Payroll / secured facilities according to credit risk policy and procedure by ensuring reviewing and validating all the required documents such as Legal Negative List, Collection List and Fraud List, Original Scanned Documents, CBE, Negative List and CBE Code List, loan purpose, Direct Debit and etc
- Ensure that all the authorized cases should to within the delegation authority matrix and the authorization must be Post the documents review and customer's data validation on CRM (Payroll unsecured / Secured facilities authorization must be within the approved delegation matrix in order to proceed with the line facilities booking)
- Participate in the development of the branches Network strategy in line with CIB and Group strategy to ensure vertical and horizontal integration with other interfacing initiatives and departments across the bank
- Manage the effective achievement of the Area objectives by setting individual targets, developing and motivating staff, providing of formal and informal feedback and appraisal in order to maximize subordinate and department performance and exceeding productivity benchmark
- Allocate properly the experienced staff among available staff force to ensure smooth workflow
- Manage the day to day operations of assigned Area providing guidance encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
- Liaise with internal and external parties at the appropriate levels to ensure smooth flow of interactions
- Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB polices and code of conduct in order to maintain CIB's legal position and mitigate potential risk
- Participate in the development of the Branches Network policies, processes and procedures to ensure all relevant procedural/legislative requirements are fulfilled
Branch Manager
CIB
Cairo, Cairo Governorate
08.2010 - 06.2015
- Plan, forecast, and report on revenues, costs and/or other business performance measurements, manage and control costs and overheads, and all factors affecting the profitable performance of the branch and prepare the annual budget for the branch according to bank's requirements
- Seek and continuously develop knowledge and information about competitor activity, Manage achieving the set business plans and seek business opportunities to achieve it
- Set branch objectives, communicate it to staff to ensure alignment & follow up delivery
- Manage and motivate, train and develop staff, according to bank policies and employment laws, and ensure relevant HR procedures are followed (appraisals, discipline, grievance, etc) and ensure the creation of capable second line of management and covering the needed additional staff
- Ensure staff awareness and adherence to the SOP's policies, bank Code of Conduct, appearance, safety, instructions, internal related policies and procedures, CBE regulations, Banking Law, AML law and Secrecy Law
- Evaluate staff performance and set manpower requirements and recommend the annual training plan
- Design and implement mechanisms that ensure the efficient exchange and transfer of tacit and explicit knowledge about best practices between experienced and new staff by creating teamwork spirit between all staff under his supervision
- Manage healthy and safety, security, and emergency systems, capabilities and staff awareness, branch premises, tidiness and cleanliness etc
- Ensuring that all controls are in place according to bank policy and relevant law
- Maintain strong relationships with the branch's customers and ensure of their satisfaction (minimum complaints)
- Recommend granting signature authorities covering the branch needs based on actual study submitted by direct subordinates
- Issue instructions to rectify any exceptions, after reviewing the Audit reports, & raise the unsolved issues to the zone head for necessary action
- Ensure implementation of AML and KYC concepts and Responsible for the review of daily, monthly transaction monitoring reports (AML, Management Reports)
- For AML report ensuring proper responses are obtained from related staff members in the branch ensuring that AML reports are properly signed and filed and reporting any unusual or suspicious transactions to the Compliance department prompt without delay after performing proper due diligence
Deputy Branch Head
CIB
01.2007 - 03.2009
- Supervising customer service area
- Handling customer needs & complains
- Supervising teller area, delegate duties among tellers
- Contribute to the branch profitability through effective operation management & excellent service in response to customer
- Managed daily operations to ensure smooth functioning of the branch and timely completion of tasks.
- Acted as interim Branch Manager during vacations or absences from work; providing seamless leadership continuity without sacrificing operational efficiency.
- Ensured strict adherence to all regulatory requirements through consistent enforcement of policies and procedures across the branch team members.
- Increased customer satisfaction with personalized service strategies and superior problem-solving skills.
Head of Customer Service
CIB
08.2006 - 05.2007
- Contributes in increasing CIB market share and applying superior quality service to keep CIB image by managing the sales performance to achieve the objectives set for the department especially being the branch sales force
- Played a key role in retaining valuable customers by proactively identifying potential issues and offering tailored solutions before escalation occurred.
- Led, built and developed team for modeling service excellence.
Head Teller
CIB
01.2000 - 07.2006
- I was responsible for controlling cash area
- Controlling the preparation and delivering ATM replenishments
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Oversaw currency shipments and deposits
Teller
CIB
01.1994 - 01.2000
- I were responsible for cash deposits, withdrawals,FX
- ATM replenishments
- Payroll Services for corporate clients
- Marketing for Bank products
- Preparing daily & monthly reports
- In charge for the main vault
Industrial Relations Specialist
Sugar and Integrated Industrial Co.
01.1994 - 09.1994
Head Cashier
Americana Group
03.1993 - 12.1993
Education
BBA - Business Administration
Cairo University
Fuclaty Of Commerce 05.1991 - 05.1991
Computer Programming -
Ain Shams University
Faculty Of Science 01.1989 - 12.1990
English conversation - undefined
British Council
Skills
Leadership
Strategic planning
Sales management
Acquisition Strategy and Planning
Negotiation
Team Building
Agile
Banking Professional
Process improvement
Sales expertise
Controlling costs
Operations management
Activities And Hobbies
- Reading
- Traveling
- Fishing
- Playing sports
Military Service
Accomplished
Personal Information
- Date of Birth: 10/15/68
- Nationality: Egyptian
- Marital Status: Married
Courses attended
- Multiple training attended from different organizations (ie AUC,American Chamber,EBI, in-house Training
- Fraud and Falsification, MIA
- Certificate Branch Manager's, EBI, 11/01/08
Special Tasks
- Selected to join planning and procedure department as a conversion team member in 2000.
- Main trainer at CIB tellers' school from 2005 to 2010.
- Responsible for setting procedures manuals related to special operational functions in branches since 2005.
Accomplishments
- Supervised team of 90 staff members.
Timeline
10th of Ramadan Area Manager
CIB
07.2015 - 12.2024
Branch Manager
CIB
08.2010 - 06.2015
Deputy Branch Head
CIB
01.2007 - 03.2009
Head of Customer Service
CIB
08.2006 - 05.2007
Head Teller
CIB
01.2000 - 07.2006
Teller
CIB
01.1994 - 01.2000
Industrial Relations Specialist
Sugar and Integrated Industrial Co.
01.1994 - 09.1994
Head Cashier
Americana Group
03.1993 - 12.1993
BBA - Business Administration
Cairo University
05.1991 - 05.1991
Computer Programming -
Ain Shams University
01.1989 - 12.1990
English conversation - undefined
British Council