Basic Info

Marwa Abdel Fattah

15 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

• Senior Project Manager - Migrations & capacity Managment Deputy Regional Manager for MENA GCSs for productivity management. at HSBC Bank Middle East – Global Service Delivery

Experience Details

• Senior Project Manager - Migrations & capacity Managment Deputy Regional Manager for MENA GCSs for productivity management.

Quality, Project/Program Management

Manager

• MENA Quality Assurance Manager
• Deputy Regional Manager for MENA GCSs fore productivity management.

Principal Accountabilities: Key activities & decision making areas
•Ensuring quality monitoring & coaching is implemented in line with regulatory, compliance & risk requirements.
•Ensuring the quality coaching model is understood and delivered consistently across the MENA.
•Benchmarking of quality coaching across MENA & talking action to address any areas of concern
•Proactive development of the coaching model to meet business needs &to drive an enhanced customer experience.
•Drive a high performance culture through strong leadership and effective people management
•Assign responsibilities to direct reports providing them with the direction and confidence to deliver results
•Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions
•Compliance with external regulatory requirements, internal control standards and group compliance policy
•Timely implementation recommendations made by internal/external auditors and external regulators.
•Ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviors required to support the Bank’s risk management policies.
•Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, & the impact of new technology. This is achieved by ensuring all actions take account of the likelihood of operational risk occurring & by addressing any areas of concern in conjunction with line management &/or the appropriate department.
• Emphasize the Values of One HSBC project. (http://www.bankingtech.com/bankingtech/interview-ken-harvey-talks-about-the-one-hsbc-project/20000146521.htm)


Company Details

HSBC Bank Middle East – Global Service Delivery (multinational)

Cairo, Egypt

More then 1000 employees

Banking

www.hsbc.com

Jan 2010 to present (6 years 11 months)
Senior Project Manager - Migrations & Capacity Managment at HSBC - Gobal Service delivery

Experience Details

Senior Project Manager - Migrations & Capacity Managment

Banking

Manager

N/A


Company Details

HSBC - Gobal Service delivery

Egypt

N/A

Banking

N/A

Jan 2010 to present (6 years 11 months)

Achievements


• 2000 till Present at Free Lance Translator at Egyptian Resuscitation Council. (On Voluntarily Basis ). Accomplishments: Translation has enhanced my linguistic skills to a profound level. I turned into a very good reader, as I have always had a passion to read and understand the material for translation prior to starting the process itself. I have been able to translate and simplify a lot of medical manuals and books to be easy for delivery to paramedics , nurses, and non medical staff. Sample list of translation materials • First Aid Book. • Cardiopulmonary Resuscitation Manual • Community_Emergency_Planning_Guide_ Australia_ • Disaster Management • Pediatric Life Support

Education

Bachelor Degree of biochemistry in Biochemistry

Education Details

Bachelor Degree of biochemistry

Biochemistry

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1994 - 1998
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Ibn Sina Lng School

Egypt

1994

B / Very Good / 75 - 85%

N/A

Ibn Sina Lng School
1994

Certifications

Certificate details

o Coach the Coach (Call Handling ).

Mar 2011

N/A

N/A

N/A

HSBC Business School

N/A

Certificate details

o Yellow Belt Six Sigma & Lean

Aug 2012

N/A

N/A

N/A

HSBC Business School

N/A

Training and Courses

Training/Course Details

o Handling Difficult Conversations November

Feb 2011

HSBC Business School

N/A

Training/Course Details

o Exceeding Customer Experience Feb 2013

Feb 2013

HSBC Business School

N/A

Training/Course Details

o Exceeding Customer Experience Feb 2013

Feb 2013

HSBC Business School

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalBankingBiochemistryBusiness-orientedCustomer ServiceCustomer-orientedEnglishFrenchHSBC Bank Middle East Global Service DeliveryMarketingMicrosoft OfficeO Coach The Coach (Call Handling ).O Exceeding Customer Experience Feb 2013O Handling Difficult Conversations NovemberO Yellow Belt Six Sigma & LeanOrganizerProblem SolverProgram ManagementProjectProject ManagementQuality AssuranceQuality ControlSenior Project Manager - Migrations & Capacity Managment Senior Project Manager - Migrations & Capacity Managment Deputy Regional Manager For MENA GCSs For Productivity Management.

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

3-5 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Business-oriented, Customer-oriented, Organizer, Problem Solver

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