Lina Sameh Abd-Allah

Team Manager, CDD KYCFull Time

• Job Details:• Meeting the needs and expectations of Retail and Corporate banking customers by ensuring that customers' escalations and complaints are handled in a timely and appropriate manner. • Ensuring overall quality profiles worked on by KYC team and addressing quality issues to meet the established performance standards and ensuring zero operational /reputational losses. • Interpreting regulatory/ policy changes and communicating their implications to the team. Ability to establish gap closing plan arising out of the same and incorporate the impact within the laid down procedures. • Ensure adherence to AML (Anti-money laundering), Sanctions and AB&C Policies in accordance with the core principles of HSBC's Financial Crime Risk Appetite and ensure timely escalations of any suspicious activity. • Providing timely and effective feedback on performance to the team on job objectives and mentoring team members to achieve the expected performance standards.

Team Manager – Egypt Contact Centre & Premier Wealth Management customersFull Time

• Job Details:• Responsible for the effectiveness of agents' performance in terms of calls quality, productivity and fulfilled customer needs. • Handling escalated customer complaints or suspected fraud cases when required. • Leading, coaching, motivating and developing a sizable team of agents in an inbound contact centre environment. • Holding interviews for the new eligible candidates & referring Operations decision to HR team to complete the hiring & onboarding process.

Team Manager - Middle East Commercial Banking and Corporate Cards team - Payments & Cash Management helpdeskFull Time

• Job Details:• Ensuring daily cash management enquiries for wire transfers, ACH, checks, commercial cards, statements, online banking and other core cash management services are appropriately resolved by the team. • Providing technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of the bank and its customers. • Reporting suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly and ensuring the team are escalating the same when required. • Establishing and maintaining excellent working relationships with the key stakeholders.