1. BANKING MANAGER – OPERATIONS – RETAIL
Synopsis: Competent Banking professional with 26 years of extensive experience providing expertise in
Banking Operations - Retail Banking (Islamic–Conventional) entailing Business Development, Trade
Operations, Processing and Handling all Murabaha, Personal Loans, Profitability Analysis, Strategy
Planning and implementation, Cash Management, Forex, Client Servicing and Reconciliation functions
Current Assignment with Doha Bank, Qatar designated as Branch Manager since Sep 2008 includes Sales,
Business Development, Client Services and Trade Operations in Retail Banking Operations.
KEY DELIVERABLES
▪ Commercial Banking Operations: Banking Operations (Front- Back Office) include Handling all
Murabaha and Personal Loans & Advances Administration, Clearing functions, Business
Development, Sales and Marketing – Islamic Financial Products Cross-selling, Remittance, Forex
and Term Loans, Exchange and Correspondence Department, Customer Service, Cheque
Collections.
▪ Trade Operations: Import and Export Letter of Credits, Preparing documents for all exports LCs
and scrutinizing documents of all import LCs, Marine Guarantees, Export and Import
Documentary Collections and LGs.
▪ Management Information System: Generation of reports and statements for effective presentation
of existing performance status with measures for improvement.
▪ Client Relations: Maintaining relationships with Institutional & Individual Customers through
sustained efforts at effective service provision including Complaint Resolution & Information
Provision.
▪ Liaisoning: Extensive liaising with Counterparties, Custodians, Agents and Government and
Non-government authorities at all levels.
▪ Team Dynamics: Inter-departmental initiatives for target achievement and active conformance
with organizational processes and systems.
PROFESSIONAL EXPERIENCE
Doha Bank, Doha, Qatar April 2012 to till date
Branch Manager
Role: Ensure that specific business targets are achieved whilst maintaining high quality customer service and
operational & compliance standards & work closely with other departments of RBG & the bank to achieve
required goals.
• Achieve assigned product sales, cross sale & other targets.
• Identify & map the target market within the branch area to effectively guide the branch sales staff to
acquire business.
• Identify new business and develop and monitor existing relationships so as to maximize revenue for
the branch.
• Achieve the set targets in terms of building assets and liabilities and revenue budget of the branch
and provide guidance and support to branch team members with their marketing efforts.
• Interact effectively with RCD, COPs & other divisions to facilitate approvals & the quick processing of
loans, cards & transactions.
• Provide a high level of customer service & ensure customer satisfaction.
• Keep complaints to a minimum & ensure quick resolution of complaints.
• Ensure that all customer complaints that cannot be resolved immediately are escalated to the
Customer Care Department within the stipulated timeframe.
Mohamed Abdel Gawad M.M. Emam
P.O. Box 3818 Doha, Qatar
Tel.No. +(974) 66 099 710 / +(974) 77 077 756
Email: moh1emam@yahoo.com
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2. • Ensure that all applications & transactions are checked and rechecked to reduce error rates in
transaction & account processing.
• Improve knowledge levels of self & reporting staff for products, processes, systems, SOPs by
continuously learning & updating self & reporting staff & by training staff.
• Adhere to the banks policies & procedures & compliance requirements & maintain a high level of
operational standards. Consistently achieve acceptable risk ratings.
• Ensure that all audit recommendations are implemented within the maximum period stipulated.
Maintain high levels of staff motivation in the branch.
Doha Islamic Bank, Doha, Qatar Sep 2008 to March 2012
Branch Manager
Profile: Accountable for overall Sales, Business Development, internal Branch Operations and Customer
Service.
▪ Managing all Branch Operations ( Front – Back Office ), Handling and Processing all Murabaha
(Shares - Goods-Car -etc,), overall Islamic investing deposits, Fee income performance and trends.
▪ Personal involvement in building Commercial sales as well as training and motivating the team to
achieve individual targets.
▪ Assisting in handling daily branch operations and deals entailing Goods / Shares Murabaha,
covered Islamic Visa Cards and other various Retail Islamic products as well as control over
branch expenses.
▪ Responsible for Collections and Recovery of the NPL ( Non Performing Loans)and ensuring that
customers settle all their past dues.
▪ Ensuring Sharia audit controls/compliance are adhered to and performance standards are met.
▪ Initiating to improve service standards and maintaining prompt service levels.
▪ Controlling overheads and increasing revenues, thus attaining Branch profitability within Bank
guidelines.
▪ Handling Staff appraisals, assisting in daily administrative functions and Management Reporting
on day-to-day Progress as well as meeting with staff on weekly basis to motivate them and
eliminate any business obstacles.
Banque Misr, Sharjah Branch ,UAE May 2006 – Sep 2008
Deputy Manager – Head of Operations and Customer Service Dept.
Role: Managed the day-to-day Branch operations relating to the following functions – Customer service,
Cash, Loans, Remittances, LGs, LCs and Collections.
▪ Ensured daily operations are carried out smoothly; Policies and procedures are adhered to and
Quality service levels standards are met.
▪ Initiated to reduce service cycle time, Cost and positive impact on productivity and customer
satisfaction.
▪ Expanded new customers base – both Personal and High Net Individuals (HNI) while maintaining
cordial relations with existing clients.
▪ Accountable for procuring an acceptable Audit rating and achieved Business risk free Portfolio.
▪ Empowered to take decisions on financial and non financial issues of the customers and handled
delegated authorities relating to operational functionalities.
▪ Exercised proactive management of anti-money laundering policies and procedures at branches level
to meet both internal; and Central Bank Anti Money laundering initiatives.
Banque Du Caire,UAE Jan 1988 – Apr 2006
Career Path:
Highlights:
Deputy Manager – Head of Operations / Customer Services Dubai Mar 2005 – Apr 2006
Head and Controller of Trade Finance and Personal Banking Abu Dhabi Mar 2003 – Mar 2005
Head of L/C / Correspondence /Reconciliation Department Dubai Jan 1988 – Mar 2003

3. ▪ Accountable for acquainting the clients on various Retail Banking products and Services - Various
current and saving accounts, Fixed Deposits, the Bank’s investment Certificate overview of Personal
Loans, the Bank Visa cards, Remittances, renting safe Deposit boxes.
▪ Successfully handled dissatisfied and irated customers and transformed them to satisfied and
repeated customers.
▪ As Head of Reconciliation dept along with huge experience in treasury, was accountable for covering
Bank’s foreign currencies accounts with Bank’s Correspondents for Remittances and Commercial
transactions.
▪ In addition as Head of L.C and Correspondence Department, distinction of being an International
Senior Signatory Authority.
▪ Coordinated and assisted the team on daily Banking operations entailing opening and negotiated
Letter of Credits, Issuance of Marine Guarantee and handled the export and import collections.
▪ Coordinated with overseas branches and foreign Correspondent Banks.
ACADEMICS & PROFESSIONAL DEVELOPMENT
⇨ Bachelor of Arts ( English Language and Literature) Sep 1983 – May 1987
Cairo University, Egypt
⇨ Courses / Certifications:
▪ Attended all money laundry courses - Seminars held by central bank of Dubai, Abu Dhabi,UAE.
▪ Attended courses in Banking Operations, Retail Banking, Trade Finance ( Letters of Credit &
documentary collections & L/Gs ) held by E.I.B.F.S. Sharjah, UAE.
▪ Attended courses in Banking Operations, Retail Banking & Customer Services by H.S.B.C.
▪ Attended courses in Banking Operations, Retail Banking, Customers Service, Anti-Money
Laundering, Power Point & Sharia Workshops held in Doha Bank Training Centre.
▪ Attended Successfully and granted a Cetificate in Internal Audit Activity's Role in Governance
held by Genious Management Consultants Institute, Sharjah, UAE.
▪ Attended courses on Personal Effectiveness for Managers, Corporate Governance, Coaching for
Excellence, AML and Compliance, Internal Control Workshop for Branch Managers, SME Policy and
Procedures Awareness and Smile Service Training held in Doha Bank Training Centre by qualified
and experienced Coaches, Trainers, Mentors and Senior Consultants.
ADDITIONAL DETAILS
• Professional Traits: Excellent Communicator • Leadership skills • Ability to deliver under
pressure • Customer focus.
• Sales & business generation skills
• Technical Knowledge of Products and Services
• Excellent verbal and written communication skills
• Analysis/Research Skills
• Counseling Skills
• Creative Thinking
• Decision Making skills
• Interpersonal Relationship Skills
• Leadership Skills
• Negotiating/Mediating, Planning Skills, Problem Solving
PERSONAL DETAILS
▪ Date of Birth : 23rd November, 1965

4. ▪ Languages Known : English, Arabic
▪ Nationality : Egyptian
▪ Marital Status : Married
▪ Driving License : Possessing a valid Qatar and Dubai License