Shady George Hennen
Area Branch Manager
Cairo
Summary
Seeking a position in one of the principle financial institutions to develop knowledge as well as interpersonal skills
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills.
Overview
9
9
years of professional experience
32
32
years of post-secondary education
Work History
Area Branch Manager ( East Heliopolis )
Attijariwafa Bank
10.2023 - Current
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures.
- Increased customer satisfaction through effective staff training and development programs.
- Facilitated cross-selling initiatives among various departments for maximized revenue generation.
- Collaborated with other branch managers to share best practices, benchmark results, and discuss ongoing challenges.
- Initiated regular staff meetings to review performance metrics, address concerns, and motivate team members toward success.
- Exceeded sales targets with proactive business development efforts and relationship building techniques.
- Maintained friendly and professional customer interactions.
- Follow up with staff corrective actions taken toward audit and compliance reports and Monitors staff performance evaluation; communicate results to supervisory levels
- Monitors achievement of business plan, cost control, define variances, and take corrective actions through regular meetings with different staff layers and other branch manager
- Contributes to increase risk awareness for all branches area staff
- Support other branch manager to approach new business and clients for area across different bank products
Senior Branch Manager ( EL Nahass Branch )
Attijariwafa Bank Egypt
07.2021 - 10.2023
- Managed daily operations while maintaining high level of efficiency, productivity, and customer service.
- Built strong relationships with key clients, resulting in increased loyalty and repeat business.
- Collaborated with senior management to develop branch-specific goals aligned with Bank objectives.
- Increased branch profitability by implementing cost-saving measures and optimizing resource allocation.
- Developed and executed strategic growth plans for expanding branch's market share and client base.
- Led diverse team to achieve sales targets through proactive coaching, mentoring, and performance management.
- Complied with regulatory guidelines and requirements.
Branch Manager (Abbass AL Akkad Branch)
Bank Audi
1 2020 - 06.2021
- Promotes banks’ products & services & ensure that the bank’s image is always preserved
- Monitors and enforces adherence to bank and regulatory authorities’ procedures and ensures that money laundry regulations are properly adopted
- Provides managerial instructions, resolution and guidance of problem issues and risks arising to staff and Monitors branch operations and insure that are performed in compliance with existing regulations & internal procedures & Perform Surprise Counts when needed
- Reviews and signs reports illustrating daily operation
- Follow up with staff corrective actions taken toward audit and compliance reports and Monitors staff performance evaluation; communicate results to supervisory levels
- Processes and authorizes overdrawn accounts within predefined limits
- Develops the relationships with customers & Seek new business opportunities and gives proper guidance to subordinates to achieve targets
- Ensures implementing regulatory requirements in terms of compliance and CBE regulations and ensures assigning compliance committee / officer to review all inward and outward local and foreign transfers as well as any unusual activities
- Monitors achievement of business plan, cost control, define variances, and take corrective actions through regular meetings with different staff layers
- Contributes to increase risk awareness for all branch staff
- Approaches SMEs & Mortgage & Corporate Clients
- Develops the teamwork spirit among branch team & develops their ambitious in order to create a competitive work environment
- Develop the relationship between branch & head office departments or any concerned party in order to ensure smooth of work follow based on pre-set SLA
- Raise the quality of services to customers of bank and minimize number of complaints under branch control & respond to all complaints may submit to branch
- Ensure abiding by bank policy & procedures as well as CBE regulation.
Senior Premier Relationship Manager
Bank Audi
01.2019 - 01.2020
- Define prospect clients, pay visits to them, offer suitable products, attract their wealth to the bank and ensure performance to agreed service standards
- Propose various solutions to ensure customer satisfaction and meet customer needs
- Develop relationship with clients and seek new business opportunities
- Close monitoring to the premier clients accounts, provide consultancy, cross selling other products and frequent check up & visits to ensure continuous customer satisfaction while providing personalized services
- Follow up the customers requests in a timely manner and ensure that they are delivered with the highest quality of service exceeding the customer expectation
- Seeking referrals from all the acquired clients
- Ensure completion of necessary documentation needed and associated with those clients
- Ensure compliance to the K.Y.C principles and anti money laundry regulations requested by CBE and other governing bodies
- Perform other related duties as requested by the management
- Regular review to daily affluent reports
- Communicate to higher authority all issues complaints (Reports, Statistics, Analysis…) related to department performance, obstacles, bottle necks and propose solutions
- Ensure regular coordination between the branch and head office divisions to ensure providing superior services that meet customer needs and pay best efforts to achieve customer loyalty
- Make sales plan, strategy for his team and Achieve set target according to business plan.
Deputy Manager
Bank Audi
03.2018 - 12.2018
- Define prospect clients, pay visits to them, offer suitable products, attract their wealth to the bank and ensure performance to agreed service standards
- Propose various solutions to ensure customer satisfaction and meet customer needs
- Develop relationship with clients and seek new business opportunities
- Close monitoring to the premier clients accounts, provide consultancy, cross selling other products and frequent check up & visits to ensure continuous customer satisfaction while providing personalized services
- Follow up the customers requests in a timely manner and ensure that they are delivered with the highest quality of service exceeding the customer expectation
- Seeking referrals from all the acquired clients
- Ensure completion of necessary documentation needed and associated with those clients
- Ensure compliance to the K.Y.C principles and anti money laundry regulations requested by CBE and other governing bodies
- Perform other related duties as requested by the management
- Regular review to daily affluent reports
- Communicate to higher authority all issues complaints (Reports, Statistics, Analysis…) related to department performance, obstacles, bottle necks and propose solutions
- Ensure regular coordination between the branch and head office divisions to ensure providing superior services that meet customer needs and pay best efforts to achieve customer loyalty
- Make sales plan, strategy for his team and Achieve set target according to business plan.
Senior Relationship Manager
Bank Audi
10.2015 - 03.2018
- Ensure compliance to KYC principles and money laundry regulations requested by CBE and reports suspicious money laundering operations
- Develop customer relationships
- Quick response to customer needs
- Introduce, explain, and sell, cross selling bank services and products clarifying all features to ensure customer understanding and satisfaction
- Undertake outside visits to new customers and save existing ones in coordination with the branch management
- Prepare all documents and ensure completeness of new accounts files to be ready for approval
- Ensure regular coordination between the branch and head office divisions to ensure providing superior services that meet customer needs and pay best efforts to achieve customer loyalty
- Make sales plan and strategy for his team
- Achieve set target according to business plan
- Perform other related duties as requested by the head of RM and/or branch management
- Assigned with trade finance operations
- Achieves volume and revenue goals via the combination of customer acquisition and relationship deepening
- Keeps updated and learns in depth about product features as well as competition
- Grows the number of new account relationships via conversion of branch walk-ins, customer referrals, market leads and self-generated leads
- Deputy for the Branch manager
- Stick to the weekly sales standards of performance in terms of number of visits and tele-calling.
Relationship Officer
Credit Agricole
6 2010 - 10.2015
- Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship
- Provide the assigned portfolio of mass customers with personalized service so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty
- Maintain a superior customer service experience including pre-empting issues and proactive servicing
- Ensure delivery of customer promise and practice brand values, continue to maintain and improve the quality of service offered
- Up-sell and cross-sell other bank products and services to existing customers
- Minimize customer attrition
- Maintain customer contact
- Orient and educate the walk-in customers on the use of the self-service zone
- Follow up with others, departments, pipeline credit/operations dept
- On pending cases
- Ensures handling and covering all customer requests/inquiries to deliver services excellence
- Efficiently handles customers complaints, escalating as appropriate
- Responds to Compliance dept
- Requirements in terms of obtaining proper approvals
- Ensure implementation of all bank policies/procedures/KYC requirements
- Ensure following set procedures as per designation.
Senior Banking Assistant - Retail Risk Unit, Consumer Lending Department
Credit Agricole Egypt
3 2009
- Contacting the high-risk delinquent customer
- Negotiate payments agreements
- Increase the learning curve for retail customers
- Reduce the accounts flow to higher delinquency stages
- Handle high volume of service calls in respect of maintaining high quality
- Achieve agreed daily and monthly targets
- Handle the clients’ problems
- Provide trainings for the new hires
- Lead the Tele-collectors to achieve the monthly targets
- Educating customers benefits of payments on time
- Daily checking collection target report to compare performance versus target
- Track portfolio quality and performance and monitor closely delinquent accounts using MIS techniques
- Daily update of collection calls on the system to have a clear history for each client.
Education
Work Courses -
Quest
Cairo, Egypt 03.2009 - 06.2024
Bachelor of Commerce - Business Administration And Management
Ain Shams University
Cairo, Egypt 09.2004 - 05.2008
High School Diploma -
Lycée Heliopolis French School
Cairo, Egypt 09.1991 - 05.2004
Skills
Customer service basics
Personal Information
- Place of Birth: Cairo, Egypt
- Date of Birth: 10/09/1986
- Nationality: Egyptian
- Marital Status: Married
travelling , football , fishing trip , music
I like every year to travel new place to see different culture and interesting sites
one of my interesting moment is watching football matches
Timeline
Area Branch Manager ( East Heliopolis )
Attijariwafa Bank
10.2023 - Current
Senior Branch Manager ( EL Nahass Branch )
Attijariwafa Bank Egypt
07.2021 - 10.2023
Senior Premier Relationship Manager
Bank Audi
01.2019 - 01.2020
Deputy Manager
Bank Audi
03.2018 - 12.2018
Senior Relationship Manager
Bank Audi
10.2015 - 03.2018
Work Courses -
Quest
03.2009 - 06.2024
Bachelor of Commerce - Business Administration And Management
Ain Shams University
09.2004 - 05.2008
High School Diploma -
Lycée Heliopolis French School
09.1991 - 05.2004
Branch Manager (Abbass AL Akkad Branch)
Bank Audi
1 2020 - 06.2021
Relationship Officer
Credit Agricole
6 2010 - 10.2015
Senior Banking Assistant - Retail Risk Unit, Consumer Lending Department
Credit Agricole Egypt
3 2009
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