Summary
Overview
Work History
Education
Skills
Certification
Timeline
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REEM RAGAB MAHFOUZ

REGIONAL CLIENT DOCUMENTATION MANAGER
6th of October

Summary

Dynamic professional with extensive expertise in commercial banking and a strong understanding of regulatory requirements. Proven track record in building and managing complex relationships with significant clients, leveraging exceptional interpersonal skills and an advanced ability to navigate various legal entity types and intricate group structures. Demonstrates exceptional planning, organization, and time management skills, complemented by flexibility and the ability to remain composed under pressure while maintaining meticulous attention to detail. Committed to contributing to an institution that values diverse experiences and offers opportunities for further skill enhancement gained across multinational enterprises, ultimately benefiting the organization through strategic insights and operational excellence.

Overview

20
20
years of professional experience
3
3
Certifications

Work History

Regional Client Documentation Manager - Global Payments Solutions

HSBC Bank Egypt
01.2023 - Current
  • The role of the Client Documentation Manager is to lead and oversee major Client negotiations of Global Payments Solutions documentation, coordinating with business partners (Legal, Client Implementation, Sales, Product, Relationship Managers) to ensure effective progress whilst balancing the risk exposure to the Bank. This will handle all aspects of global and regional cash management solutions, including accounts management, liquidity management, and all the major Electronic Banking Channels for GBM/CMB clients. It also involves the review of corporate authority documentation and to provide responses to general documentation queries.
  • This is a key role in enabling the implementation of the solution sold to move forward. Since documentation is issued and the supporting documentation is reviewed at the beginning of the process, this is a key determinant in the length of the onboarding cycle and time to revenue.
  • Responsible for turning revenue opportunities generated by Sales, RMs and Client Services into realized revenue. This position manages the end-to-end customer implementation function for Global Liquidity and Cash Management (GLCM) to ensure all new and existing business relationships for complex, high-value clients, including local and Group relationships, are managed to successful completion to achieve total customer satisfaction and optimized revenue.

Regional Case Manager Commercial Banking

HSBC Bank Egypt
05.2020 - 01.2023
  • Ensure complex information provided by the customer is disseminated and re-articulated into a clear format to confirm our understanding and provide clarity for over records.
  • Ensure that any data input is dealt with in a timely manner and in the correct and consistent format.
  • Maintain robust and efficient control processes within the Middle Office function to ensure good operational, financial, project management and compliance with HSBC policy and procedures, together with early identification and effective resolution of issues that arise;
  • Maintain an environment in which compliance and risk control are a key performance criteria.
  • Support the continued evolution of policy and governance frameworks across Middle Office to ensure quality, effective risk management and regulatory compliance;
  • Ensure transparent and clear “early warning” functional indication to the function’s Global Head where programme execution does not meet the standard or expected outcomes.
  • Control of workflow processes, adhering to all associated procedures.
  • Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above.

Global Trade & Receivables Finance Client Services Manager

HSBC Bank Egypt
08.2019 - 04.2020
  • Deliver a valued and best in class client experience, built on deep Services SME expertise, strong internal networks across frontline (Business Development Managers and Relationship Managers) and back office functions, and a deep understanding of the client’s trade business across the Group.
  • Own, manage and successfully resolve clients’ transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory).
  • Provide timely (often pro-active) and accurate guidance and recommendations to clients to help them manage their business effectively and build trust in our offering and service proposition with a view to gaining new business.
  • Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTRF service performance and increased clients’ usage of self-service solutions.
  • Provide transactional trade advice to assigned clients, BDMs and RMs, and provide input to account planning.
  • Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviors.
  • Embrace HSBC’s values and always strive to deliver fair outcomes for clients and HSBC.

Premier Wealth Relationship Manager

HSBC Bank Egypt
04.2015 - 07.2019
  • Acquire, establish and grow Premier customer relationships to achieve RBWM wealth (investment & Insurance) sales and service targets.
  • To maximize profitability through portfolio management / growth, customer retention, and increasing number of high value customers.
  • Proactively grow the Premier portfolio through regular customer contact, completion of effective Premier individual reviews, and manage sales funnel and exceed standards.
  • Achieve and exceed Investment, Insurance, Assets, Premier acquisition business targets.
  • Provide guidance to management team on how to grow Premier portfolio, and drive sales of wealth management solutions.
  • Conduct financial reviews utilizing wealth management tools, to identify customer needs and deliver tailored solutions to meet those needs.
  • Provide excellent customer service, in line with HSBC Premier proposition.
  • Work with other Premier Wealth Relationship Managers to ensure consistent approach and application of the global Premier proposition, in addition of supporting Retail team and maintaining internal control standards.
  • Proactively support branch Sales and service initiatives.
  • Ensure full adherence to HSBC compliance and control Measures.
  • Monitoring customer’s complaints to ensure proper resolution by Premier Relationship Officer within agreed timescales.
  • Implementation of regular customer contact using customer relationship management system.
  • Effectively balance the need to grow the portfolio whilst maintaining the highest standards of operational excellence.

Advance Relationship Advisor

HSBC Bank Egypt
01.2010 - 04.2015
  • Responsible for the growth, and profitability of HBEG Advance proposition by undertaking local initiatives, achieving targets, ensuring implementation of the product guidelines and facilitating maintenance of Service Standards.
  • Managing the Advance market portfolio in order to increase cross sell ratios for Advance thereby increasing the department’s profitability.
  • Increasing the segments profitability by ensuring that the required awareness about the preposition is provided.
  • Helping in maximizing sales and profit while keeping the profile of the honest and ethical banker.
  • Utilizing all opportunities to the benefit of the bank.
  • Updating product knowledge.
  • Promoting the bank’s service and products in very aggressive market environment.
  • Updating product and procedures knowledge by following the new links on the database.
  • Ensuring through example that HSBC provides the best available services in Egypt and worldwide through professionalism, long-sightedness and extraordinary care of the business.
  • Helping in fighting red tape and unnecessary tasks or procedures that may hinder the productivity efficiency or effectiveness of HSBC product cycle.
  • Providing feedback either personal through working environment experience or through an impression reflected from customers to the related departments to help improve our products and services in the way they should really be.
  • Handling CSGF products.

Personal Banking Advisor

HSBC Bank Egypt
09.2007 - 01.2010
  • Providing the service that helps maintaining the prestigious image of HSBC and Market the products and services that HSBC offers to the Egyptian market, either personal or corporate wise.
  • Approaching new customers and opening new A/Cs.
  • Adopting customer complaints to help make customer an HSBC delegate instead of a complainer.
  • Helping in maximizing sales and profit while keeping the profile of the honest and ethical banker.
  • Ensuring applying procedures in compliance with audit recommendations and local laws.
  • Maximize product sales to agreed targets by probing customer needs and actively cross selling PLB products.
  • Direct and refer customers to Wealth Management as appropriate.

Customer Service Representative

Bank Credit Agricole, Zamalek Branch
03.2007 - 08.2007
  • Working under extreme work pressure conditions for very long periods of time in a team work environment.
  • Handling all clients needs in Accounts opening, Products issuance, self services & activation.
  • Follow up on client’s requests sent to Central Operations Unit.
  • Responsible for the sales of all bank’s retail products, following up targets with customer service manager.
  • Achieved excellent experience in customer service work flow.
  • Processing clients’ Treasury Bills Buying & selling requests.

Sales and Marketing Executive

E.R.A "Electronic Reality Associates, Cairo
12.2005 - 06.2006
  • Identifying and canvassing potential clients.
  • Interviewing clients to determine what kind of properties they are seeking.
  • Contacting property owner and advertising service to solicit property listing.
  • Developing and servicing a portfolio of direct clients.
  • Implementing property appraisal.
  • Carrying out complete marketing and advertising plans for properties on sales or lease.
  • Handling sellers and buyers efficiently.
  • Acting as an intermediary in negotiations between buyers and sellers, generally representing one or other.
  • Closing deals effectively.
  • Successful completion of “Acceleration” training course at ERA.

Education

Marketing Diploma -

AUC

Graduate - Faculty of Arts & Literature, Classic Dept.

Cairo University
01-2005

General Secondary Certificate -

Port-Said Language School El Zamalek
01-2001

Skills

Customer focus

Workflow management

Deadline management

Document control

Teamwork and collaboration

Positive attitude

Team leadership

Client relationship building

Account management

Sales support

Cross-functional coordination

Client service delivery

Data entry and analysis

Regulatory compliance

Excellent communication

Decision-making

Handling Negotiations

Certification

Customer Service Skills

Timeline

Regional Client Documentation Manager - Global Payments Solutions

HSBC Bank Egypt
01.2023 - Current

Regional Case Manager Commercial Banking

HSBC Bank Egypt
05.2020 - 01.2023

Global Trade & Receivables Finance Client Services Manager

HSBC Bank Egypt
08.2019 - 04.2020

Premier Wealth Relationship Manager

HSBC Bank Egypt
04.2015 - 07.2019

Advance Relationship Advisor

HSBC Bank Egypt
01.2010 - 04.2015

Personal Banking Advisor

HSBC Bank Egypt
09.2007 - 01.2010

Customer Service Representative

Bank Credit Agricole, Zamalek Branch
03.2007 - 08.2007

Sales and Marketing Executive

E.R.A "Electronic Reality Associates, Cairo
12.2005 - 06.2006

Marketing Diploma -

AUC

Graduate - Faculty of Arts & Literature, Classic Dept.

Cairo University

General Secondary Certificate -

Port-Said Language School El Zamalek

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REEM RAGAB MAHFOUZREGIONAL CLIENT DOCUMENTATION MANAGER