Business Banking & SME Credit Manager
Full Time
Job Purpose
A member of the BB & SME Credit team, and will be the credit expert to nominated Relationship Managers working with a defined portfolio of high value , complex & sophisticated customer connections, acting as the conduit to Credit for sanctioning purposes.
Develop practical and appropriate credit solutions (i.e. Lending structures) through understanding customer’s needs
Prepare & deliver high quality and consistent credit applications, making lending recommendations to the sanctioning authority.
Monitor and control nominated accounts within designated portfolios.
Maintain data integrity of all approved credit facilities and periodically update financial information.
Ensure that turnaround time is maintained at satisfactory level and that service quality is extended to business partners and end customers at all times.
Main accountabilities and approximate time split
Main Accountabilities:
Time Split: 80% Assess customers business through the analysis of Business and Credit risks associated with the provision of the Bank’s products and services to the customer.
Develop high quality credit solutions with the view of obtaining fast credit approval from Credit teams
Be the joint contact for credit management purposes for accountants, solicitors and other professionals
Preparation of credit packages with paper attachments for recommendations to the Sanctioning authority.
Responsible for managing financial information produced by customers.
Monitor and Control quality of portfolio using triggers stipulated in credit approvals (where applicable) in line with policies and internal guidelines.
Discussing with Sanctioner trigger events if they give cause for concern, advising the Relationship Manager simultaneously and propose appropriate strategies.
Main Accountabilities:
Time Split: 15% Assess customers business through the analysis of Business and Credit risks associated with the provision of the Bank’s products and services to the customer.
Develop high quality credit solutions with the view of obtaining fast credit approval from Credit teams
Be the joint contact for credit management purposes for accountants, solicitors and other professionals
Preparation of credit packages with paper attachments for recommendations to the Sanctioning authority.
Responsible for managing financial information produced by customers.
Monitor and Control quality of portfolio using triggers stipulated in credit approvals (where applicable) in line with policies and internal guidelines.
• Discussing with Sanctioned trigger events if they give cause for concern, advising the Relationship Manager simultaneously and propose appropriate strategies.
Technical skills / Competencies
Competencies:
• Strong analytical and technical skills
• Solid awareness of CCRS, core banking system and IT skills
• Strong Interpersonal skills, enabling the candidate to deal business partners, stakeholders & customers.
• Strong Communications skills, demonstrated both verbally (active participation in meetings) and in writing (preparing credit packages, reports and memos/emails)
• Presentation skills
• Negotiation skills
• Awareness of regulatory issues.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential
• Strong Credit analysis & assessment skills acquired through training and credit courses attended by candidate, as well as sound experience in credit, in a similar role.
• Strong awareness of legislation affecting the bank and customers.
• Solid knowledge of credit policies and regulations.
Preferred
Debt & Corporate Finance Assistant Manager
Full Time
Job Purpose
Involve in Debt and Corporate Finance and Investment Banking Transactions acting as an Assistant Manager in Debt and Corporate Finance “CF”. The business strategy includes identifying product offering, coordinating with other units in the Group, initiation and distribution of new transactions, and supervision of deal execution.
Main accountabilities and approximate time split
Main Accountabilities:
Time Split: 5% Strategic Planning & Client Acquisition
• Assist in negotiating with different stakeholders and business units within the group to identify the CF product offering.
• Assist in training corporate finance analysts on different products and structures.
• Assist in the discussions with potential CF clients.
• Assist in the discussions with product partners within the group.
• Help to identify new clients/deals and assist in the client acquisition.
• Help to incorporate cross-sell opportunities in product offerings
Main Accountabilities:
Time Split: 90 % Deal Execution
• Responsible for the proper execution of the transactions.
• Develop and review with high quality spreading, Info memos, credit approval requests/packages, financial models, due diligence reports and legal documentation.
• Handle and monitor the deals operations in conjunction with the CCS.
• Ensure full adherence to all credit, risk, compliance and control policies & procedures
• Continue to follow up with related support functions on ongoing management of the client/transaction.
Main Accountabilities:
Time Split: 5% Coaching and Training
• Assist in recruiting CF officers, transactors and analysts
• Assist in supervising work plans and deal execution
• Ensure client pitches and mandate letters are technically and commercially sound
• Responsible for following all relevant operational procedures, and instructions so that work is carried out in a consistent and controlled manner
• Ensure compliance with all relevant sanctions and AML policies & procedures
Technical skills / Competencies
• Hands on large Corporate and/or Corporate Finance experience.
• Proficiency in business writing, credit assessment, financial analysis, due diligence, and financial modeling.
• Understanding of the macro-economic environment and its implications on the business environment
• Understanding of local and international legal frameworks relevant to the business environment
• Relevant knowledge of legal documentation drafting and review
Knowledge, Qualifications/ Experience:
• 4-5 years of experience in the large Corporate Banking &/or Corporate Finance.
• Strong understanding of finance fundamentals with a good business acumen
• Strong presentation skills.
• University degree in Accounting, Business, Banking or Financial Management
• MS Office Proficient
• Good understanding of the local legislation and regulations related to the products offered, financial markets and the macro-economic environment affecting Investments
Legal Clerk
Full Time
Job Purpose
• The role holder is responsible for operational service covering Litigation & Garnishment
• Follow up on the renewal of mortgages/pledges.
• Provide assistance in archiving & administrative support to litigation section.
• Liaising directly with senior members of the legal function and external parties, such as law firms, as required.
Main accountabilities and approximate time split
Accountability: Legal
Time Split: 70%
• Supporting garnishment team in accordance with garnishments process.
• Receive court bailiffs and handle document’s cycle.
• Collecting documentation for cases preparation and follow up with other functions to generate required MIs & information for litigation.
• Fulfil responsibilities identified under the garnishment & litigation filing process.
• Update the legal database with case updates on a timely basis in accordance with the litigation manual.
• Interact with internal, external, branches and other relevant stakeholders to ensure proper action is taken for garnishment and litigation documentations.
• Follow up the completion of renewal mortgages.
• Assist litigation team and division head of litigation in handling litigation and other legal administrative tasks.
• Input all data and information, maintaining electronic copies as well as hard copies.
• Assist litigation team in conducting a legal research when needed.
• Hold and monitor agenda for the hearing sessions and create necessary alerts.
• Assist litigation team in preparing and writing briefs and opinions.
Accountability: Administrative Support
Time Split: 30% Outputs
• Responsible for overall administration of litigation case files and garnishments.
• Maintain updated records of legal service including updating physical / electronic register and filing.
• The role holder will be expected to pro-actively work with (colleagues, internal and external clients, expert 3rd parties etc…) to improve the effectiveness, efficiency and control of legal function under supervision and direction of legal Division Head.
Technical skills / Competencies
Competencies:
• Communication skills – both written and oral.
• PC skills
• Interpersonal skills
• Numeric skills
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential
• Research skills.
• Highly professional and trustworthy.
• Demonstrating some administrative experience.
• Reporting to Head of IT Risk & Security.
• Operating and monitoring all related IT Infrastructure Security activities
• Manage the overall day-to-day operations and responsible for ensuring events and/or incidents are detected and responded to in adherence to established process as well as procedures.
• Ensure effective incident management.
• Identify chronic operational and security issues, and ensure they are managed appropriately
• Ensure that the latest standards are applied within all IT areas by conducting periodical review and evaluation of the level of compliance against the standards.
• Provide support and vision to the IT members for any related key risks raised in their area.
• Assist in providing related evidence for internal and external auditors.
Main accountabilities and approximate time split
Main Task Assignment
Time Split: 50%
• Administrate, Manage and Operate Security Products Web Security Gateway, Malware Analysis (Sandbox), Mail Security Gateway, Exchange Mailbox Protection, Intrusion Prevention System (IPS) & Intrusion Detection System (IDS), Vulnerability Assessment tools, Data Loss Prevention (DLP), … etc
• Manage SOC ticket (or email) queue for potential event reporting from outside entities and individual users.
• Planning with IT Risk & Security Head in evaluating the technical risks, their Potential for improvement.
• Develop information security metrics and present to senior leadership.
• Participate with Infrastructure & Domain support teams to resolve the entire network security issues including Installing, Implement and Enhancement all security components and network security devices in change committee.
• Lead and manage security operation incidents after being identified till full remediation.
• Manage day-to-day security change requests related to IT Security Operations.
• Generating, customizing, preparing and communicating security reports for management.
• Proactively controlling the Internal and External Audit issues with the best quality evidence and control.
• Follow ITIL practices regarding incident, problem and change management
Strategic Partnership
Time Split: 10% • Managing Third party to ensure their conformance to relevant IT security standards.
• Cooperate with different suppliers and vendors to maintain and develop security policies in accordance to the latest standards in both preventive and detective aspects.
Governance and Risk Management
Time Split: 40%
• Assist in managing the Internal and External Audit issues with the best quality evidence and control.
• Managing, assisting and advocating compliance with AWB Group policies, standards and updating relevant documentation.
• Leading and providing expert advice to TBI members and helping those to identify new risks and resulting exposures to the business area within there are of responsibility.
• Supporting the IT staff to ensure conformance with relevant IT security control standards.
• Manage and enforce the required policies to adapt with the CBE regulations.
• Liaising with IT Risk and Control Head in performing snap checks on Monthly / Quarterly / Semi Annually & bases in concern with the Infrastructure security standards.
• Controlling and assessing all risks for new application / system.
• Organizing with the Infrastructure Domain Support & IT Technical Support Teams to ensure that the pre-set security procedures and standards are applied.
• Takes initiative to collaborate and communicate with other team members, vendors and security specialists within AWBE Bank to implement the group security standards.
• Leading to proactively raise awareness of Information Security across the Bank and providing any support to different teams members.
Technical skills / Competencies
Competencies:
• Experience in different Operating Systems: Windows Enterprise Servers, AIX, UNIX, Linux, Windows clients.
• Servers Administrations, Virtualization, Networking and network protocols knowledge.
• Risk assessment and control and Ethical hacking knowledge.
• Relevant technology vendor certifications (Cisco, Symantec, PaloAlto, …etc.)
• Strong knowledge of client-server applications, multi-tier web applications, relational databases, Firewalls, VPNs, and enterprise Anti-Malware products
• Experience networking and telecommunications integration, design and architecture.
• Strong knowledge in Security products (e.g SEPM, PGP, ESM, AD, SCOM, SCCM, WSUS …).
• Ability to communicate verbally in an efficient and effective manner.
• Ability to meet deadlines on multiple projects as well as the ability to converse effectively with all levels of employees.
• An understanding of other data communication and document processing technologies and systems and their integration with Computer Systems.
• Business awareness and training.
• Detailed knowledge of the bank’s core accounting system and its supporting systems.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential :
• CISSP, CISM and CEH knowledge.
• An understanding of short and medium-term business plans for AWBE.
• Knowledge of policies, procedures, products and services.
• IT Audit and Security techniques.
• A good understanding of the IT systems in place in various areas within the bank.
• An understanding of Bank’s Performance Management Techniques.
• Business awareness.
• Ability to achieve and maintain high standards – looking for improvements at all times.
IT Security Senior Officer
Full Time
Job Purpose
• Operating and monitoring all related IT Infrastructure Security activities
• Manage the overall day-to-day operations and responsible for ensuring events and/or incidents are detected and responded to in adherence to established process as well as procedures.
• Ensure effective incident management.
• Identify chronic operational and security issues, and ensure they are managed appropriately
• Ensure that the latest standards are applied within all IT areas by conducting periodical review and evaluation of the level of compliance against the standards.
• Provide support and vision to the IT members for any related key risks raised in their area.
• Assist in providing related evidence for internal and external auditors.
Main accountabilities and approximate time split
Main Task Assignment
Time Split: 70%
• Administrate and Operate Security Products Web Security Gateway, Malware Analysis (Sandbox), Mail Security Gateway, Exchange Mailbox Protection, Intrusion Prevention System (IPS) & Intrusion Detection System (IDS), Vulnerability Assessment tools, Data Loss Prevention (DLP), … etc
• Manage SOC ticket (or email) queue for potential event reporting from outside entities and individual users.
• Planning with IT Risk & Security Head in evaluating the technical risks, their Potential for improvement.
• Participate with Infrastructure & Domain support teams to resolve the entire network security issues including Installing, Implement and Enhancement all security components and network security devices in change committee.
• Manage security operation incidents once identified till final remediation.
• Manage day-to-day security change requests related to IT Security Operations.
• Assist in generating, customizing, preparing and communicating security reports for management.
• Proactively controlling the Internal and External Audit issues with the best quality evidence and control.
• Follow ITIL practices regarding incident, problem and change management.
• Participate in security incident management and vulnerability management processes.
• Works as part of a team to ensure that corporate data and technology platform components are safeguarded from known threats.
Strategic Partnership
Time Split: 10%
• Work with Third party to ensure their conformance to relevant IT security standards.
• Cooperate with different suppliers and vendors to maintain and develop security policies in accordance to the latest standards in both preventive and detective aspects.
Governance and Risk Management
Time Split: 20% • Assist in managing the Internal and External Audit issues with the best quality evidence and control.
• Managing, assisting and advocating compliance with AWB Group policies, standards and updating relevant documentation.
• Providing expert advice to TBI members and helping those to identify new risks and resulting exposures to the business area within there are of responsibility.
• Supporting the IT staff to ensure conformance with relevant IT security control standards.
• Assist in Managing and enforcing the required policies to adapt with the CBE regulations.
• Assist with in performing snap checks on Monthly / Quarterly / Semi Annually & bases in concern with the Infrastructure security standards.
• Controlling and assessing all risks for new application / system.
• Organizing with the Infrastructure Domain Support & IT Technical Support Teams to ensure that the pre-set security procedures and standards are applied.
• Takes initiative to collaborate and communicate with other team members, vendors and security specialists within AWBE Bank to implement the group security standards.
Technical skills / Competencies
Competencies:
• Experience in different Operating Systems: Windows Enterprise Servers, AIX, UNIX, Linux, Windows clients.
• Servers Administrations, Virtualization, Networking and network protocols knowledge.
• Risk assessment and control.
• Relevant technology vendor certifications (Cisco, Symantec, PaloAlto, …etc.)
• Strong knowledge of client-server applications, multi-tier web applications, relational databases, Firewalls, VPNs, and enterprise Anti-Malware products
• Experience networking and telecommunications integration, design and architecture.
• Strong knowledge in Security products (e.g SEPM, PGP, AD, SCOM, SCCM, WSUS …).
• Ability to communicate verbally in an efficient and effective manner.
• Ability to meet deadlines on multiple projects as well as the ability to converse effectively with all levels of employees.
• An understanding of other data communication and document processing technologies and systems and their integration with Computer Systems.
• Business awareness and training.
• Detailed knowledge of the bank’s core accounting system and its supporting systems.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential :
• MCSE, CCNA and Cyber Security knowledge.
• An understanding of short and medium-term business plans for AWBE.
• Knowledge of policies, procedures, products and services.
• IT Audit and Security techniques.
• A good understanding of the IT systems in place in various areas within the bank.
• An understanding of Bank’s Performance Management Techniques.
• Business awareness.
• Ability to achieve and maintain high standards – looking for improvements at all times.
AWB Values
The values provides a framework for how we in AWB work together and how we serve our customers and the communities we are in
• Ethics
• Leadership
• Commitment
• Solidarity
• Citizenship
Full Time
AWB Team is pleased to announce the kick-off of our Corporate Banking Academy 2018 . This Academy provides a new approach by AWB Egypt.
The Corporate Banking Academy will provide on the job training as well as classroom sessions to empower our newly appointed Corporate employees with a fundamental set of skills that include technical as well as soft skills. The areas of training will include: Banking Overview – Bank Orientation – Corporate Induction – Credit Course – Economy in a box – Sales & Service Excellence – Communication Skills – Negotiation Skills – Presentation Skills – Business Etiquette.
The Corporate Banking Academy inauguration is expected to take place by December 2018.
Main Accountabilities and Skills Required:
• Business/ English Commerce/ Management Fresh Graduate preferably AUC/GUC.
• 0-2 years of Experience.
• Fluency in English.
• Analytical Skills.
Digital Channels Senior Manager
Full Time
Main accountabilities and approximate time split
Leadership:
20% • Lead cross functional teams internally and externally in delivering the digital channel services across the cluster of countries they are responsible for.
• Lead channels team to drive adoption of channels: evaluate performance of countries, share best practices, and provide thought leadership
Projects in pipeline:
25%
(Internet Banking, Mobile banking, SMS Alerts, E-Statements, ATM Enhancements)
• Determine feasibility of channel offering: potential usage, financial impact, technological platforms, organizational capability to manage, and regulatory approvals
• Develop and refine business model and product proposition for execution
• Evaluate and select cluster and/or cluster specific business partners in agreement with Country EXCO and Regional Leadership teams.
• Support and oversee countries to drive execution of echannel projects
• Ensure alignment of commercial strategy for MNO’s (Mobile Network Operators) and other strategic partners across countries
• Help countries tie up with other third parties like utility companies, aggregators, etc.
• Assist countries with designing operational process flows for account opening, pin changing, etc
New Product Development and enhancements to existing products:
35%
• Research and evaluate potential vendors
• Fine-tune product features and functionalities
• Drive execution of project plans for development
• Benchmark our products versus competition
• Research state-of-the-art solutions in our markets and beyond
• Think out of the box, innovate
Channel adoption:
20%
• Develop performance metrics, including financial performance, end user adoption & retention and product usage.
• Track and monitor performance of channel and develop necessary adjustments as needed.
• Continuously monitor state-of-the-art security and functionality of channels in the market and under development and assess suitability for AWBE
• Monitoring and driving adoption and usage of the channels away from brick and mortar liaise with tech to deliver new capabilities.
Technical skills / Competencies
• Ability to develop project plans and lead cross-functional teams in managing and driving project to success
• Ability to serve as a bridge between technology and business
• Ability to prioritize and manage multiple tasks
• ability to bring together different parts of the organization, change mindset, re engineer processes.
• Think out of the box, innovate
Knowledge, Expertise and Experience
Essential
• Broad-based business skill-set to understand the business impact of technological solutions
• Knowledge of mobile systems, protocols, networks, security platforms,
• Knowledge of Internet technologies: front-end and back-end systems, architectures, protocols, security platforms,
• Knowledge of Electronic Payment Systems and transaction processing
• Knowledge of call canters and IVR’s
• Have broad-based technological expertise to learn and evaluate new systems and technologies
• Knowledge of financial products and services
Preferred
• 10 years’ Experience of working in a multinational, multi-segment, environment with matrix reporting. Awareness of cultural differences and varying legal/regulatory environments.
IT Application Security Senior Officer
Full Time
Job Purpose
• Applying IT Security Standards and Policies over the Bank different systems and applications.
• Reviewing new systems and applications risk profile and control assessment.
• Managing all Application’s Administration and provisioning activities.
• Managing the process of validating a user’s access to an application / system by the Line Manager (recertification process).
Main accountabilities and approximate time split
Accountability:
Main Tasks Assignment
Time Split: 80% Daily:
• Logical Access Management processes Provisioning (accounts enable/disable, Password Management, granting, modification or revocation of access to different IT systems, services or applications) according to the pre-defined IT Security procedures and processes.
• Ensure compliance with the HR leavers and movers processes and reflecting any HR changes on the user’s access.
• Supporting all users raised problems for any Applications access through the follow up e-mails and ensures all raised problems and incidents are resolved on timely basis.
• On daily shifts support branches and departments for any raised issues or requests for a smooth hand over of core banking applications and start end of day updates.
• Print daily applications and systems audit logs for reviewers.
Monthly:
• Handling the process of revoking access for the inactive user accounts.
• Conducting additional review of applications user list against HR leavers list to ensure Joiner, mover and leaver (JML) concept is under control.
• Provide required different application’s Logical Access Management (LAM) reports to Information Risk Management (IRM) for supporting access validations.
• Update applications authorizers list with any new/modified approvers upon IRM/HR modifications.
Yearly:
Update critical systems and applications passwords (repository).
Recertification Process:
According to the pre-approved recertification schedule for all
Supported applications and systems:
• Responsible for conducting recertification process (Attestation) for all user access in Departments and branches, providing responses to business owners with any related updates.
• Responsible for conducting recertification process for all privileged access accounts on all systems, applications & databases.
• Responsible for conducting recertification process for Local Data warehouse and Business Object.
• Filing of recertification documents which are received by different business areas.
Audit Requirements:
Responsible for compliance with statutory and regulatory requirements either internally (related internal audit) or externally (CBE / External Audit) & provide required reports & evidences.
Ad hoc:
• Communicating and preparing related different security reports required by different parties.
• Conducting Control Application risk assessment for new applications & systems.
• Conducting UAT on different applications and identifying any none complaint issues.
• Conducting test scenarios on different applications and systems after pre-planned changes or updates.
Accountability:
Support
Time Split: 10% • Assist in applying IT Security Policies and Standards within business processes, products and projects.
• Offering help and advice to other business areas regarding different Security issues.
• Supporting IT staff with the Consultancy opinion in relation to IT Security Standards.
• Assisting in the continuing development of the IT Security architecture and relevant documentation.
• Communicate internally and externally with technology teams, vendors and security specialist to implement new applications or updates.
• Raising the awareness of Information Security across the Bank and providing any support to different teams members.
Accountability:
Others
Time Split: 10% • Attending regular meetings which are held by Head of IT Risk & Security, IT director and Management.
• Attending Ad hoc awareness sessions which are held by different business areas (HR, Compliance, IRM, etc….).
• Performing required local training on the relevant learning training systems.
• Ensure complying with the bank local policies and regulatory (Attendance, Leave Balance Management, Clear Desk Policy, Dress Code Policy, etc…).
• Co-operating with line manager to ensure:
Preparing required Performance Development plans (PD) and set annual objectives.
Relevant PD discussion sessions with line manager are held.
Physical achievements against assigned objectives are recorded on relevant HR Portal.
Raising any new innovation for enhancing control and turnaround time (TAT).
Technical skills / Competencies
• Ability to communicate verbally in an efficient and effective manner.
• Ability to meet deadlines on multiple projects as well as the ability to converse effectively with all levels of employees.
• Experience in different operating Systems is preferable: Windows Enterprise servers, AIX, UNIX, Windows clients.
• Experience in Microsoft office Products.
• Understanding of other data communication and document processing technologies and systems and their integration with Computer Systems.
• General knowledge of the bank’s core Banking Systems.
• General knowledge of applications security.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential
Preferred
• An understanding of short and medium-term business plans for The Bank.
• Knowledge of banking policies, procedures, products and services.
• A good understanding of the IT systems in place in various areas within the bank.
• An understanding of the Bank’s Performance Development Plans.
• Ability to achieve and maintain high standards of service.
• Ability to work under pressure.
Assist sourcing managers to deliver exceptional sourcing performance through proper monitoring of market trends and compliance with professional sourcing guidelines in the implementation of all bank projects.
Main accountabilities and approximate time split:
BUSINESS MANAGEMENT 40 % • Assist Sourcing Team in managing the supplies tendering processes within laid down procedures/policy.
• Responsible for obtaining quotes for goods & services at the request of the business.
• Assist Sourcing Team in the selection of bank’s authorized suppliers and in the management of commercial relationships existing between the bank and its preferred supplier’s base.
• Assist in updating all banks’ contracts on regular basis.
• Assist in negotiating competitive prices with selected suppliers and collect quotations from authorized suppliers.
• Assist in implementing methods of improving operational efficiency within the Sourcing function
• Development & communication of the preferred supplier lists.
Obtain appropriate supplier due diligence information for the file
SERVICE MANAGEMENT AND DELIVERY 40% • Follow up service level agreements with internal customers.
• Respond to queries emanating from suppliers and internal customers
• Responsible for maintaining complaint register to record all internal and external customers’ complaints and reporting status in regular sourcing meetings, escalating as appropriate.
• Responsible for recording minutes of all meetings with internal customers and suppliers/Third parties.
• Responsible for maintaining a diary for all sourcing activities.
• Responsible for initiation and maintaining a first class filing system for all sourcing documents.
• Assist in developing the necessary reports and providing information as and when required.
• Responsible for updating sourcing management information system on regular basis.
•
Governance and Risk Management
20 % • Ensure abidance with AWB Policies & Procedures.
• Ensure abidance with agreed SLAs.
• Ensure implementing BA policies minimum standards.
• Attest compliance to all relevant governance and control standards.
• Manual process in place to perform tasks within the approved TAT.
• Ensure Green rating in RCA tastings, ORCR reviews, ICU.
• Comply with the relevant internal regulatory.
Technical skills / Competencies
Negotiation skills
Computer skills
Time management
Communication skills
Integrity & Confidentiality
Personal organisation
Knowledge, Expertise and Experience
• Good technical knowledge of the various products/ commodities.
• Good supply base
• A good understanding of computerized procurement systems.
• Detailed understanding of policies and objectives of the Bank’s strategic supplies function
• Detailed understanding of the principles and concepts of Supplies/Procurement Management.
• Good knowledge of bank’s purchasing practices and procedures.
Bulk Cash Officer (Alex based)
Full Time
Job Purpose
• Responsible for handling the bulk cash vault and all cash supplies on the tills as well as cash sorting and repatriation.
• Undertake cashier & enquiries duties as required in order to provide excellent customer service at the counter.
• Maintain counter performance statistics for management information usage.
• Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
• Work cross functionally with the key service providers to ensure seamless service to our
customers
• Deliver world class customer service practices and ensure adherence to Attijariwafa Service standards.
• Meet governance, risk management, controls and compliance requirements.
• Handling any complaints received in accordance with procedures.
• Giving special attention to the suspicious transactions if any.
• Work closely with the Team Leader and the rest of team members as one team to deliver excellent performance.
• Create healthy working environment inside the department.
• Share knowledge experience and best practice with other team members.
• Agree performance development objectives with the team leader.
Main accountabilities and approximate time split
Accountability: Business Activities
Time split
80% • Responsible for managing the bulk cash vault and all cash supplies on the tills as well as cash sorting and repatriation.
• Undertake cashier & enquiries duties as required in order to provide excellent customer service at the counter.
• Maintain counter performance statistics for management information usage.
• Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
• Work cross functionally with the key service providers to ensure seamless service to our customers.
• Deliver world class customer service practices and ensure adherence to Attijariwafa Service standards.
• Meet governance, risk management, controls and compliance requirements.
• Handling any complaints received in accordance with procedures.
• Giving special attention to the suspicious transactions if any.
Accountability: People Activities
Team Work
Time Split: 30% • Work closely with the Team Leader and the rest of team members as one team to deliver excellent performance.
• Create healthy working environment inside the department.
• Share knowledge experience and best practice with other team members.
• Agree performance development objectives with the team leader.
Accountability:
Self
Time split 5% • Setting the performance development objectives with the manager in charge
• Exerting a constant effort for self-development to increase personal effectiveness, knowledge and areas for development.
• Pursue self-development to increase personal effectiveness acknowledging, strengths and areas for development
Technical skills / Competencies
• Good communication skills.
• Numerical skills.
• Good interpersonal and relationship skills.
• Team working.
• PC skills.
• Problem solving.
Knowledge, Expertise and Experience
Essential
Knowledge
• Preferred
Deep knowledge of the processes and procedures relevant to head cashier & cash in transit
• Fair awareness of central bank of Egypt regulations as well as Attijariwafa policies and Regulations.
• Full awareness of various features of bank notes and denominations.
• A good knowledge and understanding of banking cash management procedures.
• A sound knowledge of the bank’s internal departments, systems & procedures
•
Experience
• Entirely understand the cash & operation process, policies & procedures.
Contact Center Team Leader
Full Time
Job Purpose
• To ensure that the Customer Call Centre provides excellent customer service to customers through the proactive provision of post-sales support (if needed) ensuring customers are supported for all day-to-day bank business.
• Manage the day-to-day activities of the Call Centre with a responsibility for ensuring total satisfaction of the Customers and support to branches in their customer service initiatives.
• To ensure that the Call Centre supports the Business to achieve its set goals and objectives to achieve market leadership in customer service.
• Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers.
Main accountabilities and approximate time split
MANAGING CALL CENTRE SERVICE STANDARDS Time Split: 40% • Conduct quality checks on a sample of service calls handled by each Call Centre Agent on a daily basis by listening to the telephone recordings and evaluating them against set quality criteria. Provide feedback to individual agents on their performance in the calls and coach them on how to improve.
• On a daily basis, draw a systems report listing all calls that contained transactions. Review the call reports logged for these calls and listen to all calls above the set limit. Also review a sample of calls below the limit for each agent.
• On a daily basis, draw reports from the telephone management system and the call logging system. Check that all calls received have been logged and discuss any variances with Call Centre Agents. Put measures in place to ensure that all calls are logged.
• On a daily basis review call answer standards such as call waiting time, number of calls dropped before answer, total time to complete each call etc. against agreed service standards. Determine the reasons for deviations and create action plans for improvements.
• Coordinate, and manage activities of the call center to ensure that agreed SLA is being accomplished for different customer segments.
• Compile a monthly report on Call Centre key performance measures for review
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• On a monthly basis, assist the Inbound Manager to monitor Call Centre budgets for key items including staff costs, overtime, telephone costs, space rental and others as required to ensure that they remain within the limits agreed.
• Determine the reasons for technical faults with all equipment in the Call centre and escalate to the required service provider when required. Ensure timely resolution of issues to minimise downtime.
• Manage staff attendance levels, including approval of leave. Compile monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc), and submit for approval.
• Manage Representatives’ schedules in partnership with the workforce senior officer to ensure call-handling effectiveness and to achieve customer satisfaction and bank productivity goals
• Works with Quality Department to ensure consistency in call evaluations and those quality objectives are achieved for the business.
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PEOPLE MANAGEMENT Time Split: 40% • On a daily basis, coach and train Call Centre Agents on the systems, service standards, processes and products.
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Ensure teams are trained and sufficiently empowered to increase quick-kills and reduce overall handle time.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Build and develop a high performing team through embedding performance development and coaching.
• Discuss and finalize Performance Development Plans and ratings for direct reports.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow AWB discipline processes together with HR and an independent chairperson.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Holds regular meetings with the Team member to review the service, sales results and KPI’s for enhancement.
Accountability: Adhoc requirements and complaint management
Time Split: 20% • Act as escalation point for complaints that cannot be adequately addressed by Call Centre Agents. Provide feedback to the agents on how to deal with such complaints when they arise again to ensure that their capability to deal with complaints increases over time.
• Provide input to the Inbound Manager on the nature of complaints and any trends observed for inclusion in overall customer service initiatives.
• Build a network of contacts within Operations to ensure that service delivery issues can be quickly resolved.
• Manage interface between call center agents and back-end operational & risk processing teams to support enhanced customer service
• Be a role model while leading the team maintaining a high level of dual communication
Technical skills / Competencies
• People management skills in a high-pressured environment
• Excellent communication skills, verbal and written
• Excellent telephone skills
• Team player
• Customer Orientation
• Ability to work under pressure
• Problem solving and planning abilities
• Strong people coordination and motivation
• Excellent interpersonal skills
• Excellent written and oral communication
• PC skills :Microsoft office, Excel, Power Point and Access
• Time management skills
• Team management and leadership skills
• Manage multiple tasks
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential
• Basic technical skills relating to Call centre equipment
• Detailed working knowledge of the bank’s frontline systems
• Detailed understanding of all front and back office processes and procedures
• Detailed working knowledge of risks and controls relating to telephonic transactions.
• At least 3 years’ experience in a customer service environment in a Retail bank
• Call centre systems
• Having Proper Relevant Technical Know-how & Expertise, Commitment to continuous learning and Application, High Ability of Technical writing, reporting and data collection.
• Able to work in shift bases.
Preferred
• At least 3 years people management experience
• Call centre exposure
• Formal business management qualification
Business Analytics Manager
Full Time
• Designing, producing & analyzing adhoc, Daily & Monthly reports.
• Ensure the delivery of accurate and relevant management information (MI) and analysis regarding the consumer banking functions to support the business in improving the plans and decision making
• Highlight financial opportunities & risks to business Heads through deep analysis in each product/segment portfolio
• Assist business during STP/MTP/RAF cycles
• Responsible for sales performance reviews
• Improve and automate the MI when applicable
Main accountabilities and approximate time split
Accountability: Management information and performance related analysis Time Split: 40%:
• Ensure full awareness of sales performance on regular basis to ease for management to identify which area needs to be improved
• Conducting the performance analysis reports monthly
• Conducting the team performance analysis that detailing the level of individual performance for each sales team monthly.
• Manage the low performance effectively by applying the performance policy constantly.
• Review the monthly booking reports.
• Manage and handle the pay-outs on regular basis, ensuring that the commissions and payroll calculated efficiently
• Check and review the monthly incentives are calculated efficiently and the pay-out process is abided with the maker.
• Prepare Daily Retail Dashboard, Liabilities and premier MIS
• Perform data analysis and market trends to produce overview reports
• Monthly: Cards, PIL analysis& Barclaycard spend analysis & productivity.
• Identifies opportunities and creating tools to facilitate performing business.
• Providing periodic reports to the decision makers
• Provide a large amount of support to the departments across the bank
• Collaborating with various stakeholders and business units to define business objectives and analysis requirements
• Undertake analysis and prepare a meaningful results
• Overall ownership and accountability for all analysis
• Responsible for interpreting business objectives and analysis requirements
• Deliver high quality value added data driven insight that helps driven improved decision making, Planning and implementation
• Proactively recommending opportunities for improving consumer banking performance through a more entrepreneurial and customer focused approach to analytics
Accountability: Analyzing Business MI & Portfolio Time Split: 40%:
• Analyze MIs produced (balance sheet/Accounts/customers)
• Identify& highlight opportunities and risks within customer accounts /balance which affects income and cost
• Identify &highlight opportunities and risks within channels productivity (Branches and LGs)
• Assess and monitor cost for sales channels in order to cover the potential risks regularly.
• Responsible on following up on closure of Audit findings and issues.
• Locate and define new process aiming to more quality and control in business.
• Design new reports with deep analysis for retail products and deliver it in accuracy and in time.
• Initiating tools/data base for deep down cuts into each product.
• Support change and development of reports if new products come on board
Accountability: Adhoc local management requirements and Others Time Split: 20%:
• Handle ad hoc regional ,Local management reporting requirements
• Assist the business with all needed figures and data are required during the top management meetings.
• Prepare all analysis needed for preparing Retail strategy up on request
• Prepare reports for submission to sales channels head which identify the potential risks
• Collate and analyze business performance with business data and commentary to drive exceptional business performance.
• Be a role model for the retail MIs team, and communicating with passion and enthusiasm and embracing change as the way of working
• Pursue own development objectives, increase personal effectiveness, acknowledging strengths and areas of developments.
Technical skills / Competencies
• Excellent analytical skills
• Performance management skills to drive team performance
• Execute at speed
• Team player
• Ability to work under pressure
• Problem solving and planning abilities
• Strong numerical skills for calculation of statistics ,figures and targets
• Project tracking and management
• Strong people coordination and motivation
• Excellent interpersonal skills
• Excellent written and oral communication
• PC skills :Microsoft office, Excel, Power Point and Access
• Very strong time management skills
• Team management and leadership skills
• Manage multiple tasks
Knowledge, Expertise and Experience:
Computer Knowledge
Financial analysis
Presentation skills
Performance development
Experienced in analyzing root cause and building action plans accordingly.
HR Operations Officer
Full Time
Job Purpose
Reporting to the Head of HR Operations, the jobholder is a focal point for core HR Operations services and BAU tasks, services enhancement, customer satisfaction, compliance and HR peer functions responsibilities. The jobholder is responsible for managing the HR systems local HR policies maintain HR standards and best practice within HR Ops services offered.
Main accountabilities and approximate time split
Accountability: Managing various HR administration channels and Customer service.
Time Split: 80% • Provide periodical report concerning staff loans and Keep track for leavers and their settlement.
• Contribute in HR customer service tasks, by answering inquires & providing adhoc reports when requested within the agreed SLA.
• Manage Systems for automating the onborading process.
• Manage employee self services modules on HR Systems.
• Maintain effective system for contract renewals.
• Manage & update leavers’ database and reporting it to MI Team.
• Manage and update staff vacations across the bank includessick leaves, maternity leaves and unpaid leaves …etc.
• Maintain service quality for HR Letters.
• confirmation to stakeholders on the bank staff details need for issuing access cards, credit cards and creating domain accounts and Emails.
• Coordinates feeding the payroll team with all joiners and leavers list to meet the monthly payroll cut off date.
• Review staff credentials and escalate any policy breaches.
• Provide class customer services to all bank staff by answering inquires related to employee related issues or bank account issues and employee / manager self service
• Facilitate authorization of staff employment details on regulatory documents
• Accountable for staff documentations keeping, maintenance and update.
Accountability: Governance & Control
Time Split: 20% • Maintain HR standards and best practice within HR Ops function.
• Ensure that all tasks are carried out to comply with HR operational practices, policies, guidelines, frameworks and standard operating procedures.
• Maintain and manage effective Onboarding and Exit policy, process and procedures in order to assist in developing operational stability & control infrastructure in HR Ops.
• Taking part in implementing and updating the pre-screening policy for new joiners and ensure that stakeholders are following it.
• Manage record management and insure turning record management to business success drivers and pass it to the whole HR Ops team.
• Support HR governance team in all HR Ops required audit and snap checks.
Technical skills / Competencies
• Communication skills
• PC Skills to include Word, Excel.
• Teamwork & Team spirit
• Excellent Interpersonal skills
• Presentation skills
Knowledge, Expertise and Experience
Essential
Knowledge
• General knowledge of Human Resources
• 0-2 years of Experience
Cards & OD Policy Senior Manager
Full Time
• Cards & Overdrafts Policy Senior Manager is responsible for the development of new revolving products and their credit policies with the ultimate objective of balancing risk and reward. Holder of the function is responsible for the credit health of the assets portfolio and works closely with product management in implementing the business’ strategy by delivering products that address the needs of the target market.
• Deliver retail credit risk strategy for revolving products, design and implementation of business processes and enabling technology for credit sanctioning, collections and recovery, in addition to the development of collections strategies for delinquent customers, and cross-sell opportunities.
• To optimize debt collection and recovery levels through monitoring, evaluating and forecasting performance of collections against set targets. Design and implement collections strategies to deliver bad debt performance targets and improve collections performance. Constantly enhance existing strategies.
Main accountabilities and approximate time split
Policy Analysis & Review :
Time Split: 55% • Work with business and product management on introduction of new and innovative products to the market based upon its needs and represent the country credit in the approval forum i.e. Group Risk
• Participate in studies of product types for oversight of credit risk, pricing, and profitability for various revolving product types and business units. Evaluate and propose tracking mechanisms for oversight of these studies. Present findings to senior management.
• Managing any changes on credit risk control and assessment processes to ensure it is fit for purpose and meets the business needs.
• Managing change benefits to ensure that the anticipated benefits are not only met but maximized.
• Guide and support branches and business line Director on all matters relating to retail credit risk policies.
• Ensure timely and effective monitoring and control of the Retail lending book.
• Lead the Portfolio Quality Review (PQR) calls with Group Risk for Credit Cards & overdrafts.
• Manages credit exposure proactively through in-depth analysis of credit risk and income performance resulting from lending and marketing campaigns.
• Control and monitoring of high risk segments and ensuring the right strategies are in place and being progressed.
• Evaluate the performance of champion/challenger strategies designed to maximize value through manipulation of risk-based pricing, acquisition test for new to bank segments. Work with the product team to develop customer-based value maximization strategies.
• Take responsibility to manage the credit cards portfolio to maximize value of existing customer relationships through proactive management of credit line (Automatic limit increase / decrease programs, authorizations policy) and cross-sell opportunity.
• Exercise controls over system parameters to ensure that any and all credit related parameters are adequately approved to prevent any tampering with systems that could affect credit health.
• Input on the formulation and review of the Application & behavior scorecards for any retail scorecard to be developed.
• Input to the monitoring the scorecard to ensure effective and efficient delivery of the intended purposed and result. This review will be conducted in conjunction with the central scoring team.
• Lead the implementation of application scorecard strategies & monitor performance to improve new vintages performance.
• Provide inputs required to line management behavior score based policies based on changing trends.
• Deliver projects specified by the Credit Risk Strategy in conjunction with Change Delivery partners. Ensure adequate resources allocated to program; ensure quality deliverables produced within agreed timeframes.
• Leading forecasting efforts to determine portfolio performance against objectives and recommending policy changes that ensure financial goals are attained.
• Monitor periodic performance / impairment budget as compared to plan
Collections Monitoring & Control
Time Split:15 %
• Create /Enhance a robust Retail Risk Collection Strategy Manual in conformity with AWB Retail Risk Control Framework.
• Launch settlements & forbearance programs as appropriate / applicable and create a strong mechanism to track them and strengthen the governance process around it.
• Develop/ Enhance / review the needed Collection Control Map to be performed by M&C, annual review is a must.
• Work closely with Collections to constantly enhance the allocation strategies for both delinquency buckets & recovery stock in order to reduce impairment.
• Evaluate the effectiveness of the collection strategies and periodic reviews of the champion/challenger strategy designed to maximize recoveries, and take the proper actions based on the results
• To guide Credit MIS team on STP, MTP & RAF exercises aligning with Collection Operations & the Retail Banking team.
Business Management :
Time Split: 20% • Provide continuous recommendations regarding policy enhancements to ensure reasonable risk performance while maintaining profitability.
• Communicate effectively with the business on all risk related matters
• Manage service level agreements with internal customers.
• Identify opportunities for process enhancement aiming at reducing/eliminating customers’ complaints related to the credit cycle.
• Participate with Product, Assessment & Sales to improve approval rates through rule optimization, sourcing lists quality improvement, salvaging process and delivering required trainings to the front line.
• Regular review of STL and Scheme companies on-boarding criteria and process, identifying potential risks and room for enhancement.
• Build a Management Information base and use it to provide the business with information for use in decision making and policy matters.
Monitor & Control :
Time Split: 15% • Ensuring that all retail risk policies are adhering to the CBE regulations, in line with strategy and with Group risk policies.
• Ensure that stipulated policies fulfill regulatory requirements and adhere to compliance policies
• Handle the Conformance reviews/ CBE & internal Audit inspections with regards to personal loans portfolio monitoring & governance.
• Participate in quarterly RCA process & follow up on closure of findings raised during the tests.
• Monitor assessment unit’s accuracy of data entry through MI and the accuracy or compliance of their decisions to the communicated credit policies through M&C reports
• Work with product & IT teams to ensure that credit & other core banking systems are fit for purpose & mitigating possible credit or operational risks.
Staff Management:
Time Split: 10 % • Review individual performance against agreed objectives (self & one down).
• Develop and agree individual performance standards and targets (self & one down).
• Explore new improved and alternative ways of doing business, transfer the know-how to others in the department to make them the new departmental standards.
• Identify staff training and development needs and recommend plans to satisfy those needs
• Provide clear concise and consistent instructions and message about direction.
• Provide ongoing coaching, counselling and feedback to colleagues.
• Responsibility for the recruitment of the cards & OD policy manager and have a clear successor defined.
• General staff administration including management of staff leave, absences, etc.
Technical skills / Competencies
• Superior and proven people management and leadership skills.
• Superior communication skills to interface with internal customers and senior management during Portfolio Quality Review (PQR) & Group Risk calls where portfolio quality & credit changes/ strategies are discussed.
• Outstanding analytical and decision making skills required to drive portfolio growth without compromising on risk.
• Outstanding knowledge of consumer banking credit analysis methods and metrics.
• Superior stakeholders management essential to get endorsement for required portoflio actions
• Strong presentation skills required to deliver Policy trainings as well as credit changes to the relevant committees.
• Solid knowledge of consumer banking minimum systems requirements and processes.
• Background in consumer banking services is mandatory.
Knowledge, Expertise and Experience
Essential Knowledge
• Wide-ranging Retail Banking knowledge.
• Excellent knowledge of the retail assests credit policy in the market.
• Strong understanding of the bank’s lending policies, principles and procedures.
• Strong knowledge of the Retail Credit Standards & Group Policies.
• Excellent knowledge of the use of risk scorecards required to develop acquisitions & line management strategies.
• Strong knowlegde of the local regulations & CBE guidelines for both credit lending & reporting.
• Good knowledge of the capital reporting and Basel II Standards.
• Good knowledge of the bank’s customer service standards.
Essential Qualifications
• Principles of lending.
• Excellent Risk Management techniques.
• Debt Recovery techniques.
• Excellent Analytical Skills.
• Excellent communication & presentation skills.
• 5 years minimum experience in consumer banking credit cycle
Teller
Full Time Alexandria Cairo, Nasr City
Main accountabilities and approximate time split
Business Management
50% Undertake end to end cash and operation duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter.
Participate fully to ensure that branch operations manual and procedures are met in the branch.
Reducing overall branch transactions via Channels migration (ADM, BIR, IVR, …)
Decrease Cash deposits / withdrawals over the counter – Measured by the ATM and Cards Department Monthly Report.
Fully aware with the Retail & OPS manual
Identify when & where to refer customers to an appropriate area of delivery for specialist sales help or advice.
Own and manage customer queries by taking ownership and responding in a timely manner.
Deliver world class customer service practices and ensure adherence to AWBE Service standards.
Ensure that branch operations duties are carried out on a timely basis ensuring the provision of world class customer service.
Participate fully and ensure that all operations & back office duties are met in the branch
Provide the personal bankers with business referrals.
Acting according to AWBE values and behaviors in all daily activities.
Handle transactions of large amounts according to his higher authorization limits and longer experience.
Participate with the operation manager / operation team leader in daily end of day activities due to being his successor.
Control & Accuracy
20% Controls and checks related to the cash & operation transactions.
Ensure daily balancing of Tills.
Ensure adherence to teller limit during counter hours.
Rigour
20% Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
Acts as the Main custodian for the Vault keys .
Ensure compliance with operational risk & rigor requirements e.g. Health & Safety standards, security of premises etc.
Comply with all relevant Legalization e.g. KYC, banking code, service standards, fraud prevention and money laundering procedures.
Team Working
10% Working with all branch team to deliver exceptional business performance
Share knowledge experience and best practice with other team members
Provide cover for other Customer service staff when required.
Being experienced teller he helps in coaching new hired tellers.
Due to his longer experience he helps in daily / monthly required tasks, MIs and reports.
Work as successor for his line manager.
Perform any other duties as assigned from time to time.
Technical skills / Competencies
Competencies:
Well organized
Good communication skills
Team working
PC skills
Good numerical and analytical skills
Attention to detail
Customer focused
Thoroughness.
Ability to work under stress.
Team work capabilities.
Coaching skills.
