About Amr
19 years of experience in the banking sector across Transformation, Operations, and Data Analytics. Currently based in Dubai.
I am passionate about change and introducing new ideas and solutions that add value and make peoples' lives easier. I have had the privilege of leading teams of different sizes and have strong track record in mobilizing structures that position for innovation and strong performance. I believe in the power of team and nurture an environment full of empowerment, trust, and accountability.
I like to think forward, focus on adding value through better execution, have strong attention to detail, motivated by a competitive spirit and determined outlook, always expect highest quality deliverables from self and others, and continuously challenge the status quo. Solve problems by thinking out of the box using new creative ideas and innovations. Passionate about people and believe in team work.
Arabic
Native or bilingual
English
Fluent
Can work on-site
Dubai City (up to 50km)
Experience
- HSBCDirector of Wholesale Client Services, MENA & TurkeyApril 2019 - Today (7 years and 2 months)Dubai - United Arab Emirates• Responsible for account opening, credit analysis, client servicing, and customer due diligence operations• Lead a team of 130 members across 9 countries and manage a cost base of c.$15m• Improved account opening turn around time by c.40% and increased NPS scores by c.50%• Reduced cost base by c.$3m through digital innovation and location strategy initiatives• Designed and implemented a new customer experience framework and established a customer escalation desk resulting in a 24 hrs complaint resolution TAT• Implemented a new customer survey tool (Qualtrics) which increased response rates and in turn helped improve NPS scores by c.50%• Designed and successfully implemented targeted people development and engagement plans and improved employee feedback survey results by c.30% making operations a better place to work• Deployed new systems for call center operations such as Microsoft Dynamics for query management and Genesys for call handling and advanced IVR routing• Lead the delivery of digital solutions and robotics to improve operational efficiency and deliver better customer experience in the onboarding and servicing domains• Contracted Fintechs such as IDnow for digital identity verification and Norbloc for third party data enrichment to help simplify customer journeys• Promoted the brand of the function via publishing powerful data insights to key stakeholders and running roadshows to showcase team capability and achievements• Chair of the regional operations governance committee designated to monitor and oversee the performance and risk management of the function
- HSBCHead of Digital Transformation & Chief Data OfficerDecember 2014 - April 2019 (4 years and 4 months)Dubai - United Arab Emirates• Responsible for the transformation team across region comprising onshore and offshore project managers, business analysts, and process consultants• Managed a change portfolio size in excess of c.$10m delivering change across several functions Deployed a new credit mgmt. software and improved time to decision by 20%• Improved data quality metrics by c.40% across the region• Deployed a new account opening portal working with a third party (Avoka) to deliver better customer experience and transition to digital• Represented HSBC on the Fintech Hive program sponsored by DIFC and was a member of the decisioning panel. Represented HSBC on the UAE Banking Federation (UBF)• Established a data analytics and data quality team to act as a single source of truth for the business and resourcefulness to tackle data insights and management information
- MENARegional Program Implementation Manager - Business ManagementJuly 2013 - December 2014 (1 year and 5 months)United Arab EmiratesDirectly reporting to Regional Head of Corporate Business Management. Lead Global and Regional programme implementation across MENA.
Recommendations
Be the first to recommend Amr
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Bachelor's DegreeBenha University2006Faculty of Commerce - Business Administration
- DiplomaAmerican University in Cairo (AUC)2011Human Resource Management