Bassem HANNA
Tampa,FL
Summary
Operational Excellence - Risk Mitigation - Multi-Million-Dollar Revenue Growth
Overview
20
20
years of professional experience
Work History
Head of Banking Operations
Executive Manager | Head of Group Retail Collections and Recoveries
Qatar National Bank (QNB Group)
02.2011 - 03.2021
- Handpicked by Group CEO to devise strategies to reduce high-rate of overdue retail credit across bank and trace/recover debt from errant customers
- Defined group's business planning response to local and international regulatory changes
- Transformed and modernized underperforming collections department by utilizing a robust framework of clearly defined KPIs, performance incentives, optimized reporting lines, and team development initiatives
- Reduced non-performing loan (NPL) ratio from 11% to
- In 2018, built a team to tackle NPL ratio of 26% across 13 countries in the Middle East, North Africa, and Europe, slashing ratio to 18% in first year and to >8% within 3 years
- Realized cost savings of $49M in allocated budget
- Recognized as 'Best Bank Employee' among over 18K+ employees for dedication to excellence
- Established and maintained strong and collaborative relationships with key stakeholders, including 3rd-party vendors and governmental entities, guaranteeing seamless implementation of strategies across borders
- Delivered comprehensive reports to senior group management on quality metrics and performance data, enabling data-driven decision-making and facilitating operational improvements across 13 countries.
Deputy General Manager | Head of Retail Banking Group
Al Ahli Bank of Kuwait
05.2008 - 01.2011
- Took ownership of retail operations across group, with 574 branches worldwide
- Drove business development and process reengineering efforts focused on profit maximization and cutting-edge retail banking solutions
- Positive impact to bank's market share ratio increasing by 2% annually, reflecting growth in customer base and competitive standing
- Navigated 2008 global recession by implementing robust risk management strategies, reducing incidence of fraud cases from 1% to 0.2%, and improving portfolio provisioning by 1% annually
- Mitigated recession's impact on bank's operations
- Spearheaded team in employing compliance initiatives across retail division, transforming revenue frequent audit ratings of 'failed' and 'need attention' to 'accepted' within one year and generating $123M in profit
- Cultivated a high-performance and employee-friendly team environment, resulting in reduced employee turnover and a culture of calculated risk-taking and innovation, positioning bank ahead of competitors in the market
- Implemented measures to enhance customer experience, defending against emerging competition from Gulf banks through highly personalized customer experiences, reducing customer attrition from 18% to 9%
- Established valuable partnerships with fin-tech companies, industry associations, regulatory bodies, and other banks, enabling bank to stay ahead of emerging trends and leverage economies of scale
- Achieved all targets for 4 consecutive years.
Assistant General Manager | Head of Upper Egypt District
BNP Paribas Bank
10.2007 - 04.2008
- Collaborated with head of retail banking to define and achieve sales targets across service, growth, and profitability for 15 branches
- Leveraged sales management tools to assist in attaining set penetration targets
- Slashed district operational costs by 11% ($845K) in six months and introduced 2 incentive schemes and supplementary reward programs
- The initiatives sustained staff morale and booted sales results for front-line employees and branch managers
- Directed team that exceeded 100% of Q1 2008 target, fostering a culture of resilience to tackle future challenges
- Rescued 3 bank branches at risk of closure by the Central Bank of Egypt through the introduction of monthly online exams on bank's policies and procedures for all front-line staff and branch managers
- Earned 'accepted' rating in external and internal audit reports for Q1 2008, reflecting a two-level improvement from previous 'at risk' status.
Assistant General Manager | Head of Retail Sales and Non-Resident Markets
Commercial Bank of Qatar
11.2003 - 09.2007
- Led a profit center with 197 staff comprised of heads of finance laterals, DSAs, managers, team leaders, operations officers, supervisors, and support staff
- Positive impact to bank's market share ratio rising by 3.5% yearly
- Identified and recommended productwide vendor distribution matrix and partnered with senior management to maximize product reach
- Steered improvement of key metrics across bank-growing sales revenue to $216M, acquiring 13.5K new customers, and doubling cross-sell ratio from 2.3% to 4.5%
- Piloted a groundbreaking strategy to introduce new delivery channels, resulting in improved sales, market growth, and a 13% expansion in consumer portfolio
- Pioneered development of an industry-first mobile sales force, boosting bank's sales reach and contributing to a 10% annual rise in branch sales
- Implemented advanced sales techniques and conducted trend analysis and market research to forecast customer attrition ratio, yielding a drastic reduction of 30% in customer attrition
- Designed and executed a new customer segmentation plan, realizing an impressive 38% annual growth of assets.
Deputy District Manager, Dubai
Mashreq Bank
06.2001 - 10.2003
- Promoted to manage operations across a district with a customer base of 63K and a portfolio size of $1.2M in assets and $970K in liabilities
- Headed teams across 15 branches to increase bank's deposit base, loan portfolio, and fee-based income
- Maintained strict compliance and conducted all operations per regulatory guidelines across all 15 branches
- Championed initiatives that led to an impressive 11.6% increase in revenue ($180M) in 2001, a further 12.9% growth in 2002, and a 13.4% increase in 2003-Received the Best Branch Award in 2001.
Education
Bachelor's Degree (Commerce and Accounting) -
Ain Shams University
Skills
- Retail Banking Operations Leadership
- Risk Identification and Mitigation
- Banking Sales and Business Development
- Market and Industry Trend Analysis
- Customer Experience Management
- Legal and Regulatory Compliance
- Policy and Procedure Development
- Delinquency Recovery and Collections
- Strategy Development and Execution
- Team Building and Leadership
- Operations Turnaround and Stability
- Stakeholder Relationship Management
Accomplishments
Verifiable success generating $123M in profit in a single year.
Professional Development
- Certified Trainer on Customer Value Index and Selling Skills | McKenzie Group
- Strategic Business Planning and Sales Management | McKenzie Group
- Services Quality Standard and Customer Expectations Training
- Risk Self-Assessment and Fraud Cases Training
- Strategic Business Planning Training
- Developing High-Performance Sales and Marketing | Coaching for Performance
- Customer Relationship Management (CRM) and Loyalty
Personal Information
Title: Head of Banking Operations
Languages
Arabic
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Executive Manager | Head of Group Retail Collections and Recoveries
Qatar National Bank (QNB Group)
02.2011 - 03.2021
Deputy General Manager | Head of Retail Banking Group
Al Ahli Bank of Kuwait
05.2008 - 01.2011
Assistant General Manager | Head of Upper Egypt District
BNP Paribas Bank
10.2007 - 04.2008
Assistant General Manager | Head of Retail Sales and Non-Resident Markets
Commercial Bank of Qatar
11.2003 - 09.2007
Deputy District Manager, Dubai
Mashreq Bank
06.2001 - 10.2003
Head of Banking Operations
Bachelor's Degree (Commerce and Accounting) -
Ain Shams University
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