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Customer Service Manager

Abu Dhabi, AZ, United Arab Emirates
October 09, 2018

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Moataz M. Shafik

Marina Square, Reem Island

Abu Dhabi, UAE

E-mail: Tel: 971*********


I am a highly accomplished MBA holder, results-driven Associate VP Senior Banker/finance executive with more than 17 years of progressive global experience within international banking, finance, economics, and financial forecasting & business consulting. I have proven the ability in cost control, cash flow management, operations support, contract negotiations, and financial reporting, forecasting, and analysis. Diverse geographic and industry experience includes global, banking, business consulting, and government sector. I am a Change Agent ensuring adherence to accounting principles, enhancing return on equity, risk analysis and management and executing strategic merger & acquisition initiatives to maximize growth opportunities, relationships and market share. I am a highly detailed-oriented and equipped with strong organizational, analytical, problem solving, communication, and relationship management skills. I have demonstrated solid leadership, communication, and interpersonal skills to establish rapport with all levels of staff and management.


International Financial Management

MBA in Business and Marketing

International Banking

Fiscal Decentralization

NPL Portfolio Management

P&L Management

Risk assessment and management


Financial Reporting & Variance Analysis

Strategic Business Planning

Creating Dashboards / KPI's / Scorecards

Operations & Process Management

Budget Planning, Forecasting and Reporting

Financial / Cash Projection / Risk Modeling

Contract Management & Oversight

Credit policies and Compliance

Marketing Control (Pricing & Margins)

Excel (V-Look Ups, Pivot Tables)

Strategic & Financial Planning

Accounting /Compliance

Capital Planning

Collaboration in projects for the World Bank, IMF, and USAID


Associate Vice President and Senior Branch Manager

Union National Bank March 2013-Present

Assess market conditions, define, recommend, implement and monitor retail banking strategy in order to gain and sustain a competitive edge and results.

Review control the branch operating costs within the budget in order to maintain cost control.

Plan organize direct and control branch activities and resources in order to meet retail objectives in branch.

Assess, analyze, define, recommend implement and follow up market intelligence, and marketing plans in order to meet banking strategic objectives

Identify customer needs initiate action and follow up in order to meet customer expectations

Identify training needs recommend guide, monitor and follow up in order to improve staff competencies

Guide and direct team to monitor control and follow up classified accounts in order to improve profitability.

Build and maintain strong and effective relationships with the all other related departments and units within the Bank to achieve the targets and objectives.

Approval of all types loans, CD, and ensure all branch lending is undertaken and controlled in accordance with the bank Credit Policy.

Manage business portfolio for local institutions.

Strong knowledge of retail products, policies, analytics and scorecard

To identify the new business opportunities within the local trade boundaries through broader market knowledge.

Achieve high levels of customer satisfaction by defining roles and responsibilities and monitoring Branch resources in order to consistently meet the set service delivery standards.

To consistently achieve acceptable risk rating by adhering to Bank Operating Policies, procedures and monitor exceptions and facilitate accounting controls to minimize operational errors.

Set job objectives and perform timely review to measure performance and identify staff

Development and training needs.

To ensure clarity among staff of KPI’s and job competencies required to effectively achieve business goals.

Planning the goal setting, leave calendar, training requirement with the team.

Coordinating with Regional Manager to ensure emiratization.

Provide continuous feedback to Branch Operations unit on process adherence and any observed inconsistencies at the counters. Additionally, strive towards identifying process improvement opportunities.

Ensure proactive management and implementation of anti-money laundering policies and procedures.

Ensure effective and timely implementation of changes / modifications to the processes and policies.

Responsible for the effective and efficient work performance of assigned employees, including carrying out the Performance Evaluation process.

Participate in planning and budgeting and maintains awareness of economic factors effecting the achievement of established organizational goals

Effectively coordinate, organize and delegate work duties to staff.

Branch Manager, BNP Paribas Bank, Egypt August 2010-December 2012

Responsible for all financial reports for the branch includes (P&L report, quality control reports, assets and liabilities reports and products achievement reports)

Involved in preparing the bank financial statements as well as cash flow reports.

Keeps abreast of market trends whether heading for recession, tight liquidity, and local currency exchange rate fluctuations

Enhances teamwork, motivates, and manages the staff to ensure accomplishment of their professional goals.

Enhance income generating assets through promotion to existing good clientele as well as to soliciting of new credit business of private and corporate clients of indisputable financial standing.

Acquire customers’ deposits, to lending needs, in both tenor and currency.

Design and set the branch’s targets and outing a plan for their achievement with the help of the branch’s head of Individual Banking.

Premier Financial Manager, Barclays Bank, Egypt July 2008-August 2010

Led the team to grow and retain customer relationships while ensuring overall delivery of exceptional customer service

Leverages partnerships to handle issues and to identify opportunities to meet the financial center goals

Led the financial centers employees in establishing an environment that achieves exceptional customer service facilitates team work, and retain the best employees

Educate customers on delivery channels and encouraged customer choices for the most appropriate option that benefits their future financial goals

Directly managed all human resources processes for direct reports and oversees HR processes for teller team

Retained quality customer relationships; takes ownership of issues and provides follow up to customers for status

Financial Center Manager, Wachovia Bank, Maryland, USA Mar 2005-Jan 2008

Financial advisor for various retirement plans to include 401k, Life Insurance and Mutual Funds)

Managed team works for evaluating and analyzing the cooperation performance

Attended annual national meeting to participate in the next fiscal year’s financial plan

Led team growth and efforts to retain customer relationships while ensuring overall delivery of exceptional customer service.

Junior Advisor to the Minister of Economy, Egypt Jan 1998-Aug 2002

Participated in World Bank and Monetary Fund meetings concerning the Egyptian exchange rate crisis in 1999 and 2000 and liberate the exchange rate that attracted foreign currencies.

Led and participated in projects subsidized by USAID.

Managed team works to initiate and complete research in various topics concerning the Egyptian economy.

Worked on Oxford Model for the purpose of predicting the future of exports and imports of the Egyptian economy during the economic crisis in 2000.

Directed financial reporting, treasury, international cash flow, accounting management, working capital, purchasing/inventory, HR, and contracts for US, China, Taiwan and South America.

Developed financial business plans with managers, and performed operations analysis for global entities including the manufacturing sector.

Improved building partner relations and increased profitability during one month visit to China, by implementing new production quotas and transfer pricing.

Created sales reports for managers to help them track revenue and margins by product, category and distribution channel which led to the achievement of their quarterly goals and improved profitability.

Successfully negotiated contracts for: insurance, shipping, vendors and telecommunications which resulted in cost reductions and improved operational performance.

Managed all Letters of Credit for foreign transactions.


Strayer University-Alexandria, VA

Master of Business Administration, MBA

Faculty of Economics and Political Science-Cairo University, Egypt

B.A., Economics


Bond Market Reform, USAID, Egypt

Concerned with the new system of T-bills’ transactions through auctions and how to apply it on a developing country.

E-Views, Ministry of Economy and Foreign Trade, Egypt

Covered the application of e-view on economic models

Fiscal Decentralization, Harvard University, USA

Covered a program on fiscal decentralization and financial management of regional and local government

Economic Indicators, Bureau of Labor Statistics, USA

Concerned with the development of the ability to analyze the impact and correlation among indicators such as employment, prices, industrial production, trade sales, currency exchange rates, interest rates and productivity


Carried out a Project titled ‘Foreign Debt and it’s Impact on the Egyptian Economic Growth’

Designed the graduation project that was on “Financial Deepening and its Impact on the Egyptian Economy”

Assisted in carrying out Master’s thesis on “The Yield Curve and it’s Impact on Developing Countries: Egypt’s Case”

Carried out Master’s thesis on “Improvement the Multilevel Marketing


Fluent in English and Arabic


Nationality: Egyptian

Valid US Green card Holder


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