Andrew Naguib

● Meet with business stakeholders and gather business requirements into formal project documentation. ● Support business case development and discovery for strategic initiatives with the Product manager. ● Planning and performing user acceptance testing, and assisting with implementations. ● Building detailed ‘as is and ‘target’ process maps with the business that model how they work and identify optimization opportunities. ● Become the ‘operations’ expert for a given business - understanding how the Salesforce system works, and drive innovation to troubleshoot and optimize continually for the users. ● Build, monitor and use KPI reporting to gain insight into what needs to improve and why. ● Ensure data quality and provide transparent reporting and root cause analysis for known data anomalies. ● Serving as a liaison between stakeholders and users. ● Managing competing resources and priorities. ● Monitoring deliverables and ensuring timely completion of projects. knowledge experience in SQL database queries.

Perform functional testing during major and minor upgrades of the system. Collect, understand, and transmit the business requirements for the tasks, and translate these into functional specifications and detailed test plans. Obtain sign-off from business line on the specifications. Create and/or enhance programs including the Core Banking System, according to users’ requests, and coordinate its implementation with external vendors and all concerned departments. Handle all system defects requests received from, further process it for enhancement to the system provider and follow-up its implementation. Ensure accuracy of all programs using functional judgment, address the requested system’s corrections / defects / changes in a timely manner, and recommend solutions by organizing tests with end users and communicating with external vendors and bank’s internal concerned departments for further adjustments. Manage the flow of DIM (Requests for Maintenance) between the business line and the system provider. Prepare requirements, specifications, business processes and recommendations concerning new evolution requests. Handle the execution of test plans throughout the project life cycle, while maintaining ongoing synergy with all the involved entities and abidance by targeted deadlines. Analyze and follow up with the IT Development on the development of new reports. Assist in coaching and training bank’s Departments or Branches regarding new / modified functionalities whenever needed, provide them with the necessary user guides and documentation, and respond to their requests regarding system functionality or any errors that may arise while using the system. Develop user guides and training material to assist business line in dealing with the system’s functionality. Provide regular progress reports illustrating the status of prepared / existing tasks and highlights on the progress of outstanding issues. Handle the execution of needed changes or modifications in association with responsible Business Line to validate, while maintaining synergy with all the concerned departments to fulfill the changes (AUT/IT/BL). Creatively seek opportunities to improve existing approaches and propose solutions for programs defects. Ensure protection of data and the abidance by the related rules. Apply permanent supervision, compliance and money laundering, operational risk, and workplace success guidelines whenever and wherever possible. Ensure correct adoption of all policies and procedures to guarantee that QNB ALAHLI’s business is conducted in compliance with local law, internal rules and regulations, as well as, International Standards.

● Manage high volume ticket queues in a consistent and efficient manner. ● Support and communicate with customers to understand and resolve their inbound product questions and issues. ● Communicate and collaborate cross-functionally to lead partner issue resolution across teams, troubleshoot quickly and effectively to drive resolution. ● Organize and improve the business graph for the client using CRM, SRT Tools. ● Focus on quality and report to the relevant manager or subject matter expert on any potential issues or discrepancies. ● Identifying root causes for customer dissatisfaction and recommend solutions to improve. ● Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. ● Taking ownership of customer issues reported solving their problems by providing resolution. ● Document technical issues in the knowledge database. ● Keep track of user’s system issues until resolved by adhering to the SLA. ● Undertake necessary training appropriate to the role. ● Develop and maintain knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures. ● Administrate transactions according to the security requirements in order to mitigate risks and ensure proper documentation, reporting and follow up. ● Develop and maintain an understanding of customer Service Level Agreements and department's/product's key performance requirements.

●Receive & process MVSEs Facility documentation, review and apply credit terms approved by management, and ensure completion of credit files. ●Prepare I-Score, Negative List, Protesto, and Bankruptcy and mark remarks on the investigation request. ●Send the documents to the Outsourced Investigation Companies and QNB ALAHLI Life Company and follow up to receive investigation report regarding the MVSEs customer. ●Input authorization on CBS and identify and complete any missing data by communicating with the concerned entities. ●Conduct all the pledges on the corporate clients' depository accounts (CDs, TDs, Themar) on the CBS. ●Ensure correct functioning and implementation of Archiving the MVSEs clients file in Jupiter Tool. ●Adhere to QNB ALAHLI policies and procedures in order to guarantee that QNB ALAHLI business is conducted in compliance with local laws, internal rules and regulations, as well as, international standards. ●Ensure the correct functioning and implementation of the permanent supervision, compliance and money laundering, operational risk, and workplace success guidelines whenever and wherever possible.

●Assist customers with their everyday banking needs through the counter including withdrawal, deposits, transfers, currency exchange. ●Accept and process cash deposits to bank accounts (current, saving, checking, overdraft, GL) prove cash entirely. ●Cash checks and payments orders within established limits and reserves (withdrawals, coupons, expenses redemption). ●Exchange foreign currencies to the established dealer rates. Prove currencies entirely. ●Handle customer inquiries and signature verification upon request. ●Balance cash and prepare daily and final currency positions. ●Process and issue fund transfers, bank drafts, traveler checks, certified checks, back- office currency exchange, discounted checks. ●Receive and record customer orders. ●Prepare transaction documents, verify customer signature, check balance, place a hold on funds as required, check endorsements and validity, prepare swift messages, determine a way of settlement, apply charges, process accounting entries, post transactions, inform HO treasury, review system outputs, and issue copies of payments as required. ●Work on the siron system to report AML customers from the branch and perform daily reports to the compliance department. ●Dealing with the compliance department by performing daily compliance reports and sending it to them on a daily basis. ●Cross selling for banking products and try to knock the door and search for new customers opportunities to offer the banking products. ●Try to grow the branch profitability by searching and looking for a new investment with the customers and finish a sales deal with them.

Assisting in formulating budgetary and accounting policies Preparing financial statements for presentation to boards of directors, management, shareholders, and governing and statutory bodies Conducting financial investigations, preparing reports, undertaking audits and advising on matters such as the purchase and sale of businesses, mergers, capital financing, suspected fraud, insolvency and taxation Examining operating costs and organization’s income and expenditure Providing assurance about the accuracy of information contained in financial reports and their compliance with statutory requirements Providing financial and taxation advice on business structures, plans and operations Preparing taxation returns for individuals and organizations Liaising with financial institutions and brokers to establish funds management arrangements Introducing and maintaining accounting systems, and advising on the selection and application of computer-based accounting systems Maintaining internal control systems May appraise cash flow and financial risk of capital investment projects

• Assisting in formulating budgetary and accounting policies • Preparing financial statements for presentation to boards of directors, management, shareholders, and governing and statutory bodies • Conducting financial investigations, preparing reports, undertaking audits and advising on matters such as the purchase and sale of businesses, mergers, capital financing, suspected fraud, insolvency and taxation • Examining operating costs and organization's income and expenditure • Providing assurance about the accuracy of information contained in financial reports and their compliance with statutory requirements • Providing financial and taxation advice on business structures, plans and operations • Preparing taxation returns for individuals and organizations • Liaising with financial institutions and brokers to establish funds management arrangements • Introducing and maintaining accounting systems, and advising on the selection and application of computer-based accounting systems • Maintaining internal control systems • May appraise cash flow and financial risk of capital investment projects

Assist customers in their complaints. Give customers best service. Handling angry customers. Cross sell telecommunications products and services to customers. Activate new lines for customers.

●Assist customers in their complaints. ●Give customers best service. ●Handling angry customers. ●Cross sell telecommunications products and services to customers. ●Activate new lines for customers.