Fatma Nasr

Customer Relation Team ManagerFull Time

• Job Details:Responsible for relationship building and account management while resolving customer inquiries in a professional manner. •Responsible for relationship building with stake holders and business partners. •Responsible for effective management of team, through setting expectations, coaching, monitoring, evaluating and reinforcing performance reviews, monitoring, skill building and improvement plans. • Act as the center point for customer communication in service failure related issues and ensure proper handling by branch / Department staff within SLA. •Be instigator for assessing root cause of complaints and minimize re-occurrence. •To analyze portfolio handled across the region and present the findings to the management on a regular basis. •Leading to the motivation and effective development of individuals to meet business targets. •Ensures all the daily, weekly & monthly MI reports / presentations/MI are prepared within the scheduled deadlines . • Provide an open communication channel for all team members, ensuring an environment of approach-ability and timely resolution of issues •Take ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. •Developed and maintain good working relationships at all levels, including during difficult or challenging circumstances. •Use customer insights and feedback to continuously enhance customer experience, increase loyalty, advocacy and retention rates. •Adhere to all compliance, bank polices and local banking regulations. •Accountable for developing actionable solutions by analyzing current state, perform gap analysis and develop action plans to deliver cost effective solutions to the identified risks/key improvement opportunities.

Team Manager - Contact Center Wealth Management & Business Banking Full Time

• Job Details:•Responsible for effective management of team, through setting expectations, coaching, monitoring, evaluating and reinforcing performance reviews, monitoring, skill building and improvement plans. •To pro-actively manage activity of Operations teams across the region. •Management of employee related concerns such as attrition, absenteeism, morale, conflict resolution, employee grievances and under performance. •To analyze portfolio handled across the region and present the findings to the management on a regular basis. •Leading to the motivation and effective development of individuals to meet business targets. •Ensures all the daily, weekly & monthly MI reports / presentations/MI are prepared within the scheduled deadlines . •Ensures all the system related issues are resolved within the specified timeliness and escalated whenever required. •Controls operational resource to effectively minimize losses across the regional portfolios. • Provide an open communication channel for all team members, ensuring an environment of approach-ability and timely resolution of issues • Ensure that all team members adhere to customer satisfaction standards and contracted service level agreements. • Ensure that HSBC standards, policies and procedures are defined and adhered to. • Maintain up to date team and personal knowledge of products and services. • Facilitate regular team meetings, training and coaching sessions. • Conduct Coaching, one on ones, and career development sessions at regular intervals to CSRs and Build individual development and satisfaction meeting discussing career path. • Participate in performance reviews and development plans with individual team members. • Track performance and quality measures. • Report on and monitor KPI’s and SLA’s and provide recommendations for improvement to meet these, if required. • Report on and monitor KPI’s and SLA’s and provide recommendations for improvement to meet these, if required.

Customer Relations Executive Full Time

• Job Details:To contribute to the Bank’s business operations by handling and resolving customer complaints. • Act as the centre point for customer communication in service failure related issues and ensure proper handling by branch / Department staff within SLA. •Be instigator for assessing root cause of complaints and minimize re-occurrence. •Ensure that all duties are performed for smooth functioning of complaint handling. •Responsible for relationship building and account management while resolving customer inquiries in a professional manner. •Take ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. •Developed and maintain good working relationships at all levels, including during difficult or challenging circumstances. •Use customer insights and feedback to continuously enhance customer experience, increase loyalty, advocacy and retention rates. •Analyze on daily basis closed complaints on Complaint Management System in analysis sheet by reviewing each complaint to ensure that products have been chosen correctly, complaints were resolved properly and closed on the concerned party to reach Root Cause Analysis and help improve service. •Acknowledge written complaints addressed to Senior Management or Central Bank of Egypt, log them on Complaint Management System, assign to action party as appropriate, and prepare a reply based on investigation results to be able to respond to customers and Central Bank of Egypt. •Assist in handling customer's complaints, compliments and suggestions received on Kana (Internet message) , acknowledging them, direct them as appropriate and reply back to customers. •Submit Operational Risk Reports on due dates. •Adhere to all compliance, bank polices and local banking regulations.