MOHAMMED GALAAL
Giza
Summary
Motivational and hardworking manager with expertise in SMEs sector. Enthusiastic Business Banking District Head eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Forward-thinking business banking professional well-versed in the needs of SMEs companies. Achievements include improving sales, profit and service metrics through hands-on and proactive leadership of team members and strategic plans.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Banking District Head - SMEs
Commercial International Bank - CIB
Giza
01.2019 - Current
- Lead SME's RMs to achieve district's budget , district profitability, Unsecured Lending, liabilities, NTB and trade business.
- Set strategy and plan with SME's Rms to source unsecured lending cases.
- Review and qualify signed unsecured lending cases.
- Manage achievement of team objectives by setting individual targets, developing and motivating staff & providing formal and informal feedback.
- Supervise activities and work of subordinates to ensure that all work within specific area is carried out in efficient manner and in compliance with set policies, processes and procedures.
- Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increased net profit of district's portfolios by 45% in 3 years in rows.
- In the past three years, the district has appeared in top three in annual ranking of USL cases in terms of approved cases and their volume.
- Highest Spread achievement among Business Banking districts in 2019.
- The district ranked no.3 in annual ranking of Business Banking districts in 2020.
Business Banking Client Advisor
CIB
Giza
01.2018 - 12.2018
- Grow current business and maximize customer penetration through conducting joint sales meetings with Area Managers/Branch Heads & key high profile customers
- Handle large size portfolios of key customers and maintain strong business relationship to enlarge share of wallet from these customers
- Acquires new high profile Business banking companies that maximizes Bank's liabilities, assets, Trade finance as well as cross selling CIB's affiliates
- Coordinate with business partners to provide smooth work environment and facilitate achievement of agreed upon plan
- Reports inflows and outflows of Business Banking companies on daily basis to monitor performance against set budgets, and plan for any rectification if needed.
Business Banking, Senior SMEs Relationship Manager
CIB
Giza
08.2015 - 12.2017
- Attract new Business banking companies to maximize Bank's liabilities, assets, and Trade finance as well as cross-selling CIB's affiliates
- Respond and follow up on sales inquiries for targeted clients to comply with set level of service & ensure customer satisfaction
- Handle customers' complaints properly, directs them to relevant channels and recommends solutions to evade re-occurrence and ensure closing any complaint within set TAT.
- Report inflows and outflows of Business Banking companies on daily basis to monitor performance against set budgets, and plan for any rectification if needed
- Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks
Call Center Senior Supervisor
CIB
Giza
01.2012 - 07.2015
- Distribute workloads on subordinates, and set action priorities and time for implementation.
- Supports department projects as needed including any special assignments/working hours.
- Preparing Call Center MIS Reports.
- Evaluates staff on ability to meet performance objectives through continuous coaching and development in blended environment.
- Lead and motivate team to achieve sales objectives and targeted profitability and to conduct regular team meetings and action to constructive outcome and to brief team with new initiatives and campaigns.
Call Center Quality Assurance Supervisor
CIB
Giza
01.2009 - 12.2011
- Plan, organize, control and coordinate activities of QA department. Lead, manage and fully execute all programs, procedures, practices, activities, etc. to assure and achieve quality standards.
- Recommend evaluation, analysis and process changes to Call Centre management.
- Work closely with training department to ensure that Call Centre staff are sufficiently trained and managed to accomplish shared goals by creating training programs to achieve consistent process and performance standards across all call centers.
- Prepare and analyze internal and external quality reports for management & Call Centre staff.
- Lead and motivate team to achieve objectives, targets and to conduct regular team meetings and action to constrictive outcome and to brief team with new initiatives and campaigns.
Call Center Supervisor
CIB
Giza
09.2006 - 12.2008
- Handling any escalated calls from agents and to follow up handling of complaints with concerned branches till full settlement; with report to be submitted to superiors and to liaise with other departments to get job done for customer.
- Monitor & evaluate agent’s calls
- Participating in launching Call Center New Functions.
- Training new hire employees.
- Participating in preparing call center MIS reports.
Call Center Representative
CIB
11.2004 - 08.2006
- Servicing and retaining existing customers whilst acquiring new ones by handling and solving customer complaints follow up with customers and concerned departments till full settlement of reported complaints and reach customer satisfaction.
- Respond to any inquiry by existing/potential customers, handle inbound calls professionally and provide accurate information with regards to all bank products and Services
- Achieve sales, services and productivity targets while providing high standard of customer services for CIB and non CIB customers.
Customer's Service Representative
Xceed Contact Center
Giza
04.2004 - 11.2004
- Respond to any inquiry by existing/potential customers, handle inbound calls professionally and provide accurate information with regards to all bank products and services.
- Servicing and retaining existing customers whilst acquiring new ones by handling and solving customer complaints, follow up with customers and concerned departments till full settlement of reported complaints and reach customer satisfaction.
Education
MBA - Banking & Finance
ESLSCA Business School
Cairo, C12.2017
Bachelor of Science - Commerce, Accounting Section
Cairo University
Cairo, C06.2002
Skills
- SME's Financial Analysis
- Leadership
- Effective Communicator
- Team Management
- Critical Problem Solving
- Decision Making
- Team building
- Ability to Priorities Workload
- Relationship Management
- Advance Negotiation skills
- Collaboration
- Flexible & Adaptable
Accomplishments
- Business Banking district head YTD Performance Ranking No.3 – 2020
- The highest Spread achievement among Business Banking districts - 2019
- Business Banking client advisor YTD Performance Ranking No.2 – 2018
- Business Banking Client Advisor Top Performer – June 2018.
Certification
- SME Business Certificate (Credit Analysis Course for SME’s)
- Introduction To Basel II - Basel III and Risk Management
- Strategic Planning for Superior Performance
- Managing Sales performance
- Design Thinking for Innovation Tackling Strategic thinking
Timeline
Business Banking District Head - SMEs
Commercial International Bank - CIB
01.2019 - Current
Business Banking Client Advisor
CIB
01.2018 - 12.2018
Business Banking, Senior SMEs Relationship Manager
CIB
08.2015 - 12.2017
Call Center Senior Supervisor
CIB
01.2012 - 07.2015
Call Center Quality Assurance Supervisor
CIB
01.2009 - 12.2011
Call Center Supervisor
CIB
09.2006 - 12.2008
Call Center Representative
CIB
11.2004 - 08.2006
Customer's Service Representative
Xceed Contact Center
04.2004 - 11.2004
MBA - Banking & Finance
ESLSCA Business School
Bachelor of Science - Commerce, Accounting Section
Cairo University
- SME Business Certificate (Credit Analysis Course for SME’s)
- Introduction To Basel II - Basel III and Risk Management
- Strategic Planning for Superior Performance
- Managing Sales performance
- Design Thinking for Innovation Tackling Strategic thinking
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