Resume Ahmed Darwisch / Teller, Head Teller in Saudi Arabia Medina

Business Arab African international bank Role Title Head Of Cash Job Content Coordinate the branch cash management in cash shipments according to the branch daily need for cash Manage the execution of all transactions related to cash teller transactions and branch operation transactions accurately within the agreed turn around time along with cash distribution between tellers in accordance with the procedures Ensure providing superior service in an efficient manner according to the bank standards to meet customer satisfaction Review performance of Sr. tellers and tellers to determine strengths and weaknesses and ensure provision of adequate training and development programs to enhance and upgrade their capabilities to perform at the required standards Ensure that all bank Sr. tellers /tellers are meeting the bank productivity standards in terms of number of transactions Ensure that cash area is meeting the standard average waiting time & serving time Operating cross selling targets without affecting primary work and service standards in order to contribute in the achievement of the branch KPIs. Record deviations and exceptions resulted in the branch in a timely manner Handle customer requests efficiently and raise any issues to the operation supervisor to help meet customer needs Alert on any possible frauds and risks and provide customer feedback to direct supervision Follow all relevant department policies, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner Manage day-to-day cash area operations to ensure continuity of work Manage daily cash shortage /surplus in the branch / or ATMs Comply with all relevant CBE regulations, banking law, AML regulations and internal aaib bank policies and code of conduct and ethics ----------------- Role Purpose Teller/ Cash Corporate Branches Provide quality teller services to customers in branches in an effective, efficient and timely manner in line with bank’s policies and procedures at all times demonstrating to the customer that his needs come first. Principle Accountabilities Obtains required amount of cash at the beginning of each day from the teller head, Maintains cash within permissible limits and performs all prescribed routines, to operate the teller system effectively Receives and dispenses cash to customers and processes cheques, demand drafts, traveller’s cheques after due verification of appropriate forms and documents Seeks to minimize transaction costs Ensures adequacy of cash in the cash box by informing teller head and obtaining necessary authorizations for more cash in case of shortfall Carries out end of day processes, printing transaction reports and preparing teller tally sheets and balancing the cash box, system closure etc. as per procedure and in a timely manner Assists supervisor in the daily cash balancing Displays keenness and initiative to take up additional and related tasks for self-development and maintains a professional and pleasant attitude towards customers to reinforce the bank’s customer oriented approach Ensures all documentation, such as transaction lists, vouchers, tickets, proof sheets, etc. accurately reflect daily transactions in a clear, concise, relevant manner; files being immediately accessible and designed to meet the back-Office/Operations requirements without further reconciliation or clarification Ensure the cleanliness and excellent appearance of the teller stations, respect clients and internal confidences Seek to cross-sell other products/ services, with strong focus on new product launches, assist other staff members as required Define point of weakness within our business cycle and propose the best solutions Ensure that compliance, CBE and AAIB regulations are properly implemented, Mitigate Branch Operation Risk and handling gaps raised from Risk assessment Ensure that anti money laundry regulations are successfully adopted Responsible for referring clients to the customer service team Assist direct supervisor to ensure that Risk, Compliance, Audit and Inspection Reports are properly handled in order to take immediate corrective actions abiding to AAIB policies, procedures and raise unresolved issues to the concerned parties Mitigate risk within the branch collaboration to effectively achieve objectives Adherence to bank’s Code of Conduct Communications & Working Relationships Work closely with Head Teller, Checking Officer in connection with all cash related transactions and operations, occasional contact with the branch manager and CRM, Majority of work interactions are with customers who approach the cash window for various cash and other services. Job relevant information (Boundaries & Decision Making Authority) Adhere to procedures and rules while carrying out duties. Courteous, pleasant and helpful towards customers. High Performance Behaviors Demonstrate competencies at the appropriate level in flexibility, organizational commitment Achievement orientation and customer service orientation. ----------------- Retail Banking & Wealth management (RBWM) Business HSBC Bank Egypt SAE (RBWM) ----------------- Role Title Sales & Service Officer Role Purpose The role is a customer-facing role with personal banking customers who make a significant contribution to RBWM. The role holder has a responsibility to upgrade existing HSBC customers to other propositions, cross sell other RBWM products and services and refer to specialist areas where required. Completion of full review to establish and address their immediate and future financial requirements as the primary contact with those customers. Responding to a combination of “walk in customers & creating opportunities fro centrally created contact lists are main sources of activity. Ensure Delivery of service quality standards maintaining published Service Level Agreements. Along side this responsibility for approval of facilities in accordance with credit policy & lending guidelines required to ensure all customer needs. Role Holder is accountable for lending the customer ownership of this segment in the branch & ensure it is effectively run managing to the Target Operating Model defined by Group (TOM). Principle Accountabilities Achieve your personal RBWM performance metrics. Meeting customer expectations in terms of efficiency, accuracy, timelines Effective use of tools & information to drive customer service delivery & RBWM performance Fully utilize and input to customer relationship management data, ensuring all customer is complete & kept up to date Ensure direct channels are fully utilized by the customer Ensure customer needs are met & Sales opportunities are maximized Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales. Customers / Stakeholders Take ownership for the reason for the customer visit to HSBC branch and deliver an effective solution Pro-Actively encouraging new and existing customers to register for, and use alternative delivery channels eg. Personal Internet Banking/ self- service equipment for routine queries/ transactions Knowledge/ Experience Proven ability in customer relationship management Excellent Relationship skills Customer driven with a strong focus on quality of service Proven ability in making lending decisions in accordance with the bank policy and guidelines Excellent sales management skills High energy and a tenacious approach -----------------

Pharos Financial & Administrative sciences • Studied Bachelor Degree at Pharos Financial & Administrative sciences MAJOR OF FINANCE – GRADUATE '11 Alexandria Language School 1993-2003 Alexandria, Egypt. Alexandria International School IGCSE GRADUATE (A.I.S) '06. 2003-2006 Alexandria, Egypt. • BRITISH COUNSEL CERTIFICATE FOR SECONDARY EDUCATION

skilled banker responsible for processing financial transactions and providing excellent customer service to clients. strong numerical skills, attention to details, and the ability to work efficiently in a fast-paced environment.

Arabic English

certificates, references, education records are available upon request Military status accomplished and discharged.