Marwa Khalifa
Digital Service And E-payments Operations Section Head
Cairo
Summary
Expert in day-to-day operations of a banking digital channels and electronic payment systems. This role requires a deep understanding of banking operations, technology, and regulatory compliance. Experienced in leading smooth functioning of digital services, ensure system uptime, manage payment processing, and mitigate risks.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
Work History
Section Head - Digital service and E-payments Operations
Industrial Development Bank-IDB
3 2021 - Current
- Operational Management: Oversee the daily operations of digital banking platforms, mobile apps, and online payment systems
- Service Level Management: Ensure optimal performance, uptime, and response times for digital channels
- Payment Processing: Manage the end-to-end payment processing cycle, including authorization, clearing, and settlement
- Risk Management: Identify, assess, and mitigate risks associated with digital services and e-payments
- Compliance: Ensure adherence to all relevant banking regulations and compliance standards
- Problem Resolution: Lead incident management and problem resolution processes for digital channels and payment systems
- Performance Monitoring: Track key performance indicators (KPIs) and service level agreements (SLAs) for digital services
- Vendor Management: Manage relationships with third-party service providers and payment processors
- Staff Management: Lead and develop a team of digital service and e-payments operations staff
- Arranging for the approval of the outgoing inward and outward ACH payments, bulks, E-finance for both retail and corporate
- Monitoring and approving ECPS application requests
- Align with business partners in retail and corporate teams
Senior, Payment services specialist - banking operations
Industrial development bank-IDB
02.2020 - 03.2021
- Process a variety of payment transactions, including wire transfers, ACH transfers, and check processing
- Verify and reconcile payment data to ensure accuracy and completeness
- Identify and resolve payment discrepancies and errors in a timely manner
- Maintain detailed records of payment transactions and processes
- Adhere to strict compliance regulations and security protocols
- Provide excellent customer service to both internal and external customers regarding payment inquiries
- Contribute to process improvement initiatives to enhance efficiency and accuracy
- Stay updated on payment industry trends and regulations.
Deputy for the assistant Manager Operations - payment department
HSBC
05.2018 - 02.2020
- Plan capacity daily and intra-day, based on projections and volume analysis and allocate/reallocate resources across sites
- Communicate all the new procedures set by the business partner, the audit regulator and the central bank of Egypt
- Monitor queues and allocate work on a daily basis to Processing Executives
- Undertake a checker’s role on processed instructions
- Deliver all the required reports, MI’S tasks on monthly, daily basis
- Responsible for providing quality check for both processing errors, payments instructions, calls and checks.
Senior Client Service Officer-global Liquidity and Cash Management
HSBC
03.2016 - 05.2018
- Identify and resolve daily cash management inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services
- Open daily cases to track inquiries and manage cases to resolution within agreed timelines
- Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution
- Ensure all activity documentation is complete to provide performance tracking.
Senior processor cash payments and reconciliation-banking operations
HSBC
01.2013 - 03.2016
- Clearing and Foreign Currency Payments within the payment chain and clear referral cases
- Examples: Priority Payments (High Value Payments / Funds Transfer / Telegraphic Transfer), Payment Settlement Services, Supporting CMB and Global Banking Markets (GBM)
- Works closely with CMB Business Banking Sector Relationship Managers, Product and Client Implementation/Management
- External contact includes Finance Directors, Treasury Managers, Cash Managers, Operational Departments
- SME process trainer: Develop training programs and documentation for front-liners.
Cheques clearing officer
HSBC
08.2012 - 12.2012
- Process cheques received from branches, internal departments, agency banks and correspondent banks
- Verification of images Inward & Outward Cheques deposited through cheques Deposit Machines on Image Cheques Clearing System(ICCS).
Account servicing-banking operations department
HSBC
03.2012 - 08.2012
- Supports documentation scanning, account fulfillment and maintenance requests, supports and centralizes branch processes and responsibilities include: Update customer information’s Passport change maintenance Kyc Advance Conversion
Education
Bachelor of Arts - French Language And Literature
UNIVERSITY of Alexandria
Alexandria, Egypt 04.2001 - 04.2009
High School Diploma -
Sainte Jeanne Antide
Alexandria, Egypt 04.2001 - 04.2002
Skills
Telephone skills
Strong empathy
Client Retention Strategies
Client Needs Assessment
Compliance understanding
Time management skills
Languages
Arabic
Native language
Arabic
Proficient
C2
English
Advanced
C1
French
Proficient
C2
Timeline
Senior, Payment services specialist - banking operations
Industrial development bank-IDB
02.2020 - 03.2021
Deputy for the assistant Manager Operations - payment department
HSBC
05.2018 - 02.2020
Senior Client Service Officer-global Liquidity and Cash Management
HSBC
03.2016 - 05.2018
Senior processor cash payments and reconciliation-banking operations
HSBC
01.2013 - 03.2016
Cheques clearing officer
HSBC
08.2012 - 12.2012
Account servicing-banking operations department
HSBC
03.2012 - 08.2012
Bachelor of Arts - French Language And Literature
UNIVERSITY of Alexandria
04.2001 - 04.2009
High School Diploma -
Sainte Jeanne Antide
04.2001 - 04.2002
Section Head - Digital service and E-payments Operations
Industrial Development Bank-IDB
3 2021 - Current
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