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Perplexity User

@perplexityuser

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I transform banking operations into consistent, customer-focused service journeys.

Egypt

Message

What I'm looking for

I'm looking to lead customer experience, service transformation, and operational improvement initiatives where I can redesign journeys, strengthen governance and service standards, and help cross-functional teams deliver consistent customer outcomes.

At Housing & Development Bank, I lead policies and procedures while driving customer-facing process improvement, service standardization, and governance across the bank. I supported CRM transformation using MS Dynamics 365/Worx for Customer 360, complaint management, and digital-channel integration.

Across Al Baraka Bank Egypt, Credit Agricole Egypt, and Bank Audi, I've led process re-engineering, workflow redesign, SLA governance, and operational transformation. I bring 20+ years spanning banking, telecommunications, and frontline customer service, turning service pain points and business feedback into practical, controlled improvements.

Experience

Work history, roles, and key accomplishments

Current

Head of Policies and Procedures

Current

Housing & Development Bank

May 2025 - Present (1 year 4 months)

Lead the Policies & Procedures function while supporting enterprise-wide operational transformation, customer-facing process improvement, service standardization and governance across the Bank.

Process Improvement Service standards Governance CRM Transformation Microsoft Dynamics 365 Worx Customer 360 Platform Complaint Management Digital Channels SOPs Training Team Leadership

Head of Process Re-engineering

Albaraka Bank Egypt

May 2024 - Jun 2025 (1 year 1 month)

Led enterprise Business Process Re-engineering initiatives focused on operational efficiency, customer experience, service performance and transformation. Established standardized service cycles and implemented process optimization initiatives to eliminate redundancies and improve end-to-end service performance.

Business Process Re engineering Process Optimization SLA Management Operational Efficiency Customer Experience Stakeholder Management Continuous Improvement

Change Management & Procedure Manager

Credit Agricole Egypt

Feb 2020 - May 2024 (4 years 3 months)

Managed six concurrent transformation workstreams covering Project Management, Process Re-engineering & Optimization, Business Process Management, SLA Management, Change Management and Quality Assurance. Led workflow redesign and process transformation initiatives from analysis through implementation, ensuring cross-functional alignment and sustainable adoption.

Change Management Process Reengineering Business Process Management SLA Management Quality Assurance Workflow Redesign Training Document Management

Organization & Re-engineering Senior Officer

Bank Audi

Apr 2010 - Feb 2020 (9 years 10 months)

Led and supported process improvement initiatives across retail banking and Head Office operations, identifying procedural gaps and opportunities to improve operational effectiveness. Coordinated with department heads to identify process and service gaps and prioritize improvement initiatives.

Process Improvement SLA Design SOP Management Electronic Forms Oracle FCUBS Business Analysis UAT Consumer Lending

Credit Analyst

Commercial International Bank

Jun 2008 - Apr 2010 (1 year 10 months)

Conducted retail credit analysis and financial assessments supporting lending decisions, portfolio quality and regulatory compliance. Analyzed customer financial information, earnings, savings and payment history to support credit decisions and payment-plan recommendations.

Credit Analysis Financial Assessments Regulatory Compliance Portfolio Quality

Marine Cargo Underwriter

Allianz Insurance Egypt

Aug 2007 - May 2008 (9 months)

Evaluated commercial insurance risks and exposure to support sound underwriting decisions. Managed marine cargo policy issuance while ensuring adherence to underwriting standards and controls.

Underwriting Risk Assessment Marine Cargo Policy Issuance

Senior Customer Service Representative

Mobinil Telecommunications

Sep 2005 - Jul 2007 (1 year 10 months)

Delivered high-volume customer service while handling customer inquiries, complaints and service issues. Resolved billing and technical problems while maintaining service-quality standards.

Customer Service Complaint Resolution Billing Technical Support Communication Skills Problem Solving

Consumer Lending Supervisor

Bank Audi

Supervised consumer lending activities, assessing customer financial information and repayment capacity.

Consumer Lending Credit Analysis Financial Assessments

Business Expert – Oracle FCUBS

Bank Audi

Served as Business Expert for the Oracle FCUBS Core Banking implementation, acting as the primary liaison between Business, Technology and implementation partners. Gathered business requirements, performed gap analysis, developed functional specifications, coordinated UAT and supported production readiness.

Oracle FCUBS Core Banking Business Analysis Gap Analysis Functional Specifications UAT Stakeholder Management