Marwa Zaki El-Sayed Abou Omara
Nasr City,Egypt
Summary
As a dedicated and results-driven Bank Branch Manager with +22 years of experience in the banking and financial services industry, I specialize in driving branch performance, fostering customer relationships, and leading high-performing teams. I thrive on achieving operational excellence and delivering exceptional service in fast-paced environments. I possess a deep understanding of financial products, risk management, and regulatory compliance, ensuring both customer satisfaction and business growth. Throughout my career, I have successfully overseen the day-to-day operations of branch teams, improving branch profitability, increasing loan portfolio size, and optimizing operational efficiency. Passionate about developing talent, I am committed to empowering staff with the skills and knowledge to achieve both personal and organizational success. I have built lasting relationships with clients by providing them with tailored financial solutions that meet their needs and exceed their expectations. Looking to continue leading in the banking sector and exploring opportunities to contribute to an institution that values integrity, innovation, and customer-centricity.
Overview
24
24
years of professional experience
Work History
OPERATION HEAD
UNITED ELITE FOR BANKING SERVICE
08.2024 - Current
- Oversee the day-to-day operations of a telesales call center for a banking industry
- Manage a team of telesales agents, supervisors, and support staff
- Develop and implement operational strategies to drive productivity, efficiency, and customer satisfaction
- Monitor team performance metrics such as call volume, conversion rates, average handle time, and customer satisfaction scores
- Identify areas for process improvements and implement changes to enhance overall operational effectiveness
- Collaborate with other departments (sales, IT, compliance, etc.) to ensure seamless integration and problem resolution
- Provide coaching and training to telesales agents to develop their skills and improve performance
- Ensure compliance with all relevant banking regulations and internal policies
- Analyze data and generate reports to measure and communicate team and individual performance
Branch Manager
CHUBB LIFE INSURANCE
03.2024 - 07.2024
- Responsible for identifying and pursuing new business opportunities
- Managing clients relationships
- Leading sales team
- Collaborate with other department to ensure clients satisfaction and retention
- Develop and implement sales strategies to achieve revenue targets.
Operation Manager
MG Law Firm
Cairo, Egypt
08.2023 - 12.2023
- Oversaw budget, accounting and payroll to meet deadlines.
- Developed and shared best practices across company to align with objectives and quality standards.
- Implemented operational strategies to build customer loyalty and retention.
Co-Founder And Head of Business Development
Pack N' Go travel Agency
Cairo, Egypt
01.2019 - 12.2022
- Made high-level decisions regarding policies, strategies, procedures and finances.
- Managed a small team of employees, managing matters including delegating tasks and handling staff issues.
- Managed all product development activities from start to finish, including designing, material sourcing, developing and market launching.
- Designed all business strategies, including sales, marketing, business, growth and finances.
- Conducted regular market analysis, keeping updated on trends, activities, risks and opportunities.
- Managed all aspects of product development, from design to overseeing development, quality assurance and deployment.
- Developed clear mission, vision and culture for company employees.
- Identified opportunities for revenue growth, implementing measures for capitalizing on market needs.
- Wrote detailed business plans for governing company operations, marketing activities and revenue generation.
- Interacted with potential investors, customers and partners to build brand image and gain recognition and insight into untapped markets.
- Negotiated contracts with suppliers, contractors and partners, establishing robust and reliable supply chains and product distribution networks.
Deputy Branch Manager & Wealth Manager
National Bank Of Egypt
Cairo, Egypt
08.2016 - 11.2018
- Mentored staff to increase sales success and productivity.
- Developed annual branch business plans for maximum profitability and effectiveness.
- Managed daily delivery and dispatch process to guarantee correct routing.
- Produced year-end financial statements in line with regulatory standards.
- Directed financial team, established controls and set policies for optimum operational results.
- Maximized branch revenue by optimizing operations.
Relationship Manager
National Bank of Egypt
Cairo, Egypt
04.2009 - 08.2016
Customer Service Officer
National Bank of Egypt
Cairo, Egypt
10.2005 - 04.2009
Credit Card Product Specialist
Mohandes Bank
Cairo, Egypt
11.2000 - 10.2005
Education
Bachelor Degree - Accounting
Ain Shams University
01.1999
CRB program - RBA2
Egyptian Banking Institute (EBI)
TOT certification -
EGY CHAM
Skills
- Retail Banking
- CRM
- Bank Branch Operation
- Sales Operation
- Customer Care
- Service Level Agreement
- Branch Management
- Analytical problem-solving
- Conflict resolution techniques
- Cross-functional collaboration
- Skilled multitasker
- Employee training
- Team leadership
- Customer needs analysis
Languages
Mother language, Fluent
Areas Of Emphasis
- Retail Banking
- CRM
- Bank Branch Operation
- Sales Operation
- Customer Care
- Service Level Agreement
- Branch Management
Education And Credentials
TOT certification, EGY CHAM, CRB program, RBA2, Egyptian Banking Institute (EBI), Bachelor Degree, Accounting, Faculty of Commerce (English Section), Ain Shams University, 05/01/99
Timeline
OPERATION HEAD
UNITED ELITE FOR BANKING SERVICE
08.2024 - Current
Branch Manager
CHUBB LIFE INSURANCE
03.2024 - 07.2024
Operation Manager
MG Law Firm
08.2023 - 12.2023
Co-Founder And Head of Business Development
Pack N' Go travel Agency
01.2019 - 12.2022
Deputy Branch Manager & Wealth Manager
National Bank Of Egypt
08.2016 - 11.2018
Relationship Manager
National Bank of Egypt
04.2009 - 08.2016
Customer Service Officer
National Bank of Egypt
10.2005 - 04.2009
Credit Card Product Specialist
Mohandes Bank
11.2000 - 10.2005
Bachelor Degree - Accounting
Ain Shams University
CRB program - RBA2
Egyptian Banking Institute (EBI)
TOT certification -
EGY CHAM