Mahmoud Mohamed Abdelhai
Shaikh Zayed
Summary
Seeking a challenging leadership role in a reputable financial institution to leverage my expertise in strategic planning, team management, and risk assessment to drive profitability and growth. Experienced Bank Manager with a strong background in assets and liabilities and relationship management.
Professional banker with over 12 years of experience. Proficient in all aspects of branch management and operation, including account management, customer service, staff coordination, and product sales. Prior experience provided opportunity to contribute and participate branch portfolio growth, and in that span, accounts and deposits account establishment increased (NBK-E Mohandessin branch Portfolio, from EGP 1.3B To EGP 3.7B in 5 years). Led and trained a team of 15 bank staff members, resulting in a 30% improvement in employee productivity and a decrease in customer complaints by 15%. This is combined with exemplary service skills and thorough knowledge of the banking industry. Dedicated to effective and innovative management techniques to ensure the success of the branch.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Retail Team Head -consumer Banking
National Bank of Kuwait-Egypt
Giza
3 2016 - Current
- Overseeing daily banking operations: managing the day-to-day operations of the bank, ensuring that all processes are running smoothly and efficiently
- Setting and achieving sales targets: responsible for setting sales targets for the bank's products and services and led a team to meet individual, team sales, and customer satisfaction goals
- Managing branch retail team : This includes hiring, training, and supervising bank staff to ensure that they are performing their duties effectively and providing excellent customer service
- Ensuring that the team is focused on the acquisition of new business and personal relationships and the retention and expansion of existing relationships and always following the established policy and procedures
- Developing and implementing business strategies: responsible for developing strategies to grow the bank's customer base and increase profitability
- Ensuring compliance with banking laws and regulations: This involves staying up-to-date with the latest banking laws and regulations and ensuring that the bank is in compliance with these rules
- Managing customer relationships: handling customer complaints, resolving disputes, providing financial advice to customers and ensuring that customers are satisfied with the bank's services
- Monitoring financial performance: responsible for monitoring the bank's financial performance and making necessary adjustments to improve profitability
- Implementing risk management processes: This involves identifying potential risks and implementing strategies to mitigate these risks
- Conducting regular audits: responsible for conducting regular audits to ensure that the bank's financial records are accurate and up-to-date
- Prepare frequent reports on portfolio performance progress
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations and provided exceptional service.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Relationship Manager - Priority Banking
Emirates NBD
Cairo
07.2015 - 02.2016
- Prepare sales plan concerning Priority Banking clients aligning with the bank strategy and goals
- Establish and develop relationships with Priority Banking clients to introduce the banks’ services meeting the clients’ needs, along with targeting new clients to bank to Grow customer portfolio size
- Ensure adherence to branch and regulator policies, along with CBE policies and regulations
- Develop opportunities to increase the sales production
- Prepare and review all required reports and KYC forms to ensure that all transactions are adhered to the banks’ policies and procedures
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
Branch Sales & Service Manager
AlHilal Bank
Abu-Dhabi -UAE
10.2011 - 06.2015
- Manage, coordinate and support all the retail products (Personal Loans-Auto Loans-Credit Cards) while responsible not only for promoting retail products, but also for cross selling
- Further responsible for back-office procedures as well as the overall performance, ensures service excellence
- Participate in the implementation of specific proactive sales campaigns
- Managing the team to handle inquiries related to deposit account products and services such as a checkbook request, ATM request, SMS, Standing orders, internet banking and any other related services
- Managing customer deposit account details, ensuring proper completion of forms, reports and customer files
- Managing and approving bank certificates related to deposit accounts to customers
- Reviewing finance application & instruction on credit limits for approval and opening & closing finance accounts for customers
- Preparing branch sales plan to generate branch action plans in order to meet targets
- Handling customer issues and complaints in an efficient and friendly manner, and maintaining solid relationships with customers for retention
- Monitoring branch performance and preparing management reports (e.g
- Sales volumes and service standards)
- Maintaining best-selling performance and high quality service delivery for financial products ensuring customer satisfaction
- Reviewing financial product applications in line with credit, and operational policies & procedures prior to forwarding customer files to central operations for further processing
- Managing employee training; motivating, counseling and employee individual appraisals
Sales Supervisor
Emirates NBD Bank
08.2008 - 09.2011
- Monitor customer preferences to determine focus of sales efforts
- Resolve customer complaints regarding sales and service
- Direct and coordinate activities involving sales of products, services, real estate or other subjects of sale
- Handle inquiries related to deposit account products and services such as a check book request, ATM request, SMS, Standing orders, internet banking and any other related services
- Open and close deposit accounts for customers
- Input of customer deposit account details to the system, ensuring proper completion of forms, reports and customer files
- Handle inquiries related to finance products & services and covered cards to customers
- Prepare finance application & instruction on credit limits for approval and opening & closing finance accounts for customers
- Participate actively in branch sales planning to generate branch action plans to meet targets
- Build relationship with existing customers for retention
- Handle customer issues and complaints in an efficient and friendly manner
- Execute, distribute and record customer instruction from various channels (e.g
- Mail, fax and phone) inclusive of accepting customer instructions for processing by other account holding branches
- Handle customer phone and walk in inquiries
- Collate statistics for management reporting (e.g
- Sales volumes and service standards etc.)
- Interact with customers for sale of the bank, financial products by ensuring service efficiency and by adhering to best service standards
- Guidance, support and instruct employees involved in the sale of financial product activities for better performance in service delivery to ensure customer satisfaction
- Review applications for sale of financial products in line with credit and operational policies and procedures
- Ensure that documentation required as per credit and operational policy & procedures is both provided and accurate prior to forwarding customer credit file to central operations for further processing
- Any other task entrusted by Line Manager
Sales & Marketing Supervisor
Amer Group
North Coast
02.2004 - 07.2008
- Assists management with developing marketing strategies to sell new memberships
- Provides tours of the club to prospective members and conducts orientation programs for new members
- Acts as liaison between departments for coordination of services including special events, pool and golf activities for members
- Maintains all membership records and historical data and tracks success of all membership activities
- Assists with creating reports related to membership using club management software
- Processes membership applications and updates club’s membership database
- Develops procedures for processing member’s applications efficiently and insures that all membership policies are adhered to as a condition of application approval
- Updates the membership website and prepares all club communications including a semiannual club newsletter, flyers, e-mails, and the club calendar informing members of scheduled events and programs
- Serves members and guests by providing customer service in the pro shop
- Provide professional instruction for Member/Guests as requested according to Club and PGA Standards
Education
Master of Business Administration (MBA) - Finance & Banking & Risk Management
ESLSCA Business School
Giza 02.2019 - 02.2021
B.Sc. Of Accounting - Faculty of commerce
Assiut University
Assiut, AST 09.1999 - 05.2003
Skills
Teamwork and collaboration
Supervision and leadership
Computer skills
Microsoft office
Customer service
Friendly, positive attitude
Problem-solving
Team management
Time management
Flexible and adaptable
Multitasking Abilities
Dependable and responsible
Personal Information
- Date of Birth: 01/01/82
- Gender: Male
- Nationality: Egyptian
Selfdevelopmentandtrainingcourses
- Microsoft Office Specialist (MOS)
- Presentation Skills Course by ESLSCA Business School
- Academic Writing Course by ESLSCA Business School
- Courses in British Council
- Sales skills & Soft skills & fraud training sponsored by the ENBD
- Planning, modern manager, Time management courses
- Etiquette Course Organized by Porto Marina Resort Spa (Egypt)
Timeline
Master of Business Administration (MBA) - Finance & Banking & Risk Management
ESLSCA Business School
02.2019 - 02.2021
Relationship Manager - Priority Banking
Emirates NBD
07.2015 - 02.2016
Branch Sales & Service Manager
AlHilal Bank
10.2011 - 06.2015
Sales Supervisor
Emirates NBD Bank
08.2008 - 09.2011
Sales & Marketing Supervisor
Amer Group
02.2004 - 07.2008
B.Sc. Of Accounting - Faculty of commerce
Assiut University
09.1999 - 05.2003
Retail Team Head -consumer Banking
National Bank of Kuwait-Egypt
3 2016 - Current
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