Marwa Salah Roushdy

• Take action to open the international limit for all received travel notes to abide with new CBE regulations.
• Check received clients' documents by matching received arrival and departure stamps with travel notes, to be reported to CBE reports.

Responsible for leading and managing the digital banking service

This includes overseeing the implementation of digital solutions, enhancing customer experiences, ensuring compliance with industry standards, and driving digital innovation.

· Develop and execute digital banking strategies aligned with the Bank goals.

· Monitor industry trends and emerging technologies to ensure the bank remains competitive.

• Collaborate with senior management to define long-term digital transformation goals.

• Manage digital banking products including, Facebook, WhatsApp, Instagram and LinkedIn, online banking platforms, and other digital services.

• Focus on enhancing the user experience across digital platforms.

• Use customer feedback to drive continuous improvements in service delivery

• Ensure all digital banking platforms comply with regulatory standards and industry best practices.

• Manage relationships with third-party vendors and technology partners.

• Use data analytics to understand customer behavior and optimize digital banking services.

• Manage and mentor a team of digital banking professionals.

• Provide training and support to enhance the team’s skills and knowledge in digital banking

responsible for overseeing all administrative and support functions that ensure smooth operations of call center. This role includes managing back-office team that handles tasks such as client's requests and inquiries, customer support follow-ups, and coordination with various bank departments. ensures that all processes follow bank’s policies and regulatory requirements while optimizing efficiency and accuracy of back-office activities

•Lead and supervise back-office team in daily operations.

•Set performance targets, monitor productivity, and ensure service level agreements (SLAs) are met.

•Conduct regular training and development sessions for the team to maintain high standards of work quality.

•Manage the workflow of back-office processes on daily basis.

•Ensure timely and accurate processing of all customer requests routed from call center.

•Collaborate with front-line call center teams to provide necessary information and support for seamless customer interactions.

•Ensure all back-office processes comply with banking regulations, internal policies, and operational standards.

•Implement and monitor risk mitigation measures to reduce errors and operational risks.

•Prepare and present regular reports on back-office performance metrics to senior management.

•Recommend upgrades or changes to systems to enhance productivity of back-office team.

•Assist in resolving escalated customer issues that require back-office intervention.

•Coordinate with other departments, such as Remittance, Business, or operations, for complex or high-priority customer cases.

•Lead initiatives to improve operational efficiency, reduce turnaround times, and enhance service quality.

• Handling all received tickets through the front office and sending them to the concerned department or branch to check the client inquiry or request.
• Handling escalated and resolved customer complaints with punctual, polite and professional service.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Enhanced team productivity by implementing dynamic shift scheduling system that matched staff levels to call volume.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Achieved personal performance goals through effective call management, prioritization, and time management.
• Maintained high call quality standards by adhering to Bank protocols and guidelines for efficient service delivery.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information