Moustafa Hashem Aly

E-mail: moustafahashem.aly@gmail.com Saudi mobile +966543839217

Egypt mobile +201229773167

EDUCATION
Bachelor’s Degree in Accounting, Cairo University, Egypt

PROFESSIONAL EXPERIENCE

HSBC ,GSC cairo from June 2022 -august 2023 .

Regional Collections assistant manager

 training and evaluating staff members.

 Monitoring staff performance and take the necessary action to improve portfolio
performance through MIS reporting, scorecards and account level review
 Manage UAE, Oman, Bahrain and Egypt portfolios.
 audit unpaid accounts and take necessary actions.
 audit random calls and high risk calls for quality and training propose
 following up and approve settlements
 . ensuring staff following HSBC value and behavior.
 handle complaints and escalations
 audit and approve manual vouchers.
 Handling the tasks of leading and developing a productive, highly motivated team of
collections representatives.

Real Move Real Estate, New Cairo, Egypt February 2019 - October 2020
Collection Manager

As a collection manager, I was responsible for overseeing the collection of outstanding

credit and invoices to minimize profit loss while ensuring it is handled appropriately and per
company policy.

My duties included the following:

 Coordinating activities of staff members to ensure a smooth and efficient system that
minimizes the chances of overlooking cases
 Creating and implementing strategies to increase the number of successful collections
on outstanding debt
 Liaising with external legal team to facilitate the collection on potentially recoverable
delinquent accounts through police cases and lawsuits

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 Recruiting, hiring, training and evaluating staff members within the collections
department to ensure a sufficient number of qualified staff members are available to
handle the workload

Emirates National Bank of Dubai (ENBD), Dubai, U.A.E January 2018 – December
2018
Agency Relationship Manager, Retail Collections

As a manager, I was in charge of overseeing all collection aspects for ENBD 200M+ accounts
receivable portfolio (flows) across three collection sites (30+ for all retail products).

My duties included the following:

 Creating, developing and implementing new operational strategies such as
benchmarking & champion/challenger processes to drive better results in the channels
 Devising and implementing strategic measures at agencies to achieve budgeted loss
target
 Ensuring proper succession planning by implementing reviews on collections
performance, developing and implementing strategic collections operating plans and
optimizing program operations (structure, processes, and tools)
 Monitoring agencies and initiating strategic enhancements to improve portfolio
performance through MIS reporting, scorecards and continuous audits of accounts and
workflows
 Initiating settlements/ Restructuring on delinquent accounts
 Liaising with Inhouse legal team to facilitate the collection on potentially recoverable
delinquent accounts through police cases and civil lawsuits
 Assigning U.A.E national accounts to Ministry of Presidential Affairs for review,
settlement and finally closure of the accounts
 Creating and maintaining reports to monitor collections goals and improve performance,
as by reviewing daily/weekly/monthly collection performance and identifying trends and
opportunities for improvement
 Actively getting involved in launching collection campaigns on monthly basis to enhance
collection performance of agencies across U.A.E to exceed the management
expectations

Emirates NBD, Dubai, United Arab Emirates April 2014 – December 2017
Collection Team Leader, High Provision Buckets

As a team leader, I provided leadership and support to my Collection team to deliver end-to-
end high performance. I ensured team and business goals are achieved by constantly
assessing performance, identifying areas of improvements, and implementing changes
whenever necessary.

My duties included the following:

 Handling the tasks of leading and developing a productive, highly motivated team of
collections representatives

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 Updating daily activities to the collection support manager and providing assistance to
management and collections team
 Handling the tasks of monitoring staff and addressing debtor disputes
 Handling bank statement interface on accounts, queries, complaints and disputes
 Handling the tasks of entering correspondence onto in-house debt collection system
“case flow" and to action accounts accordingly
 Performing research on overdue account balance that is fully or partially unpaid and
following up by mail and/or phone on customers’ delinquent payments
 Handling the tasks of reviewing claims denied for payment and underpaid claims (DDS,
PDC, CDM)
 Coordinating collection activities for Fleet Loans and Corporate facilities and
coordinating with multiple departments for follow-ups on payments and VIP customers
 Maintaining up-to-date and accurate information regarding collection activities on
accounts
 Handling late provision buckets for accounts before write-offs
 Ensuring coaching, mentoring and performance feedback are provided to all staff on a
regular basis to achieve maximum team performance
 Keeping the Collection management informed of recurring issues and handling all duties
as directed by collection management

Emirates National Bank of Dubai (NBD), Dubai, U.A.E June 2011 – June 2014
Sales Agent

As a sales agent, I made sure I went the “extra mile” to meet sales quota and facilitate
future sales

I carried out the following duties:

 Contacting potential or existing customers to promote products and/or services using
scripts
 Answering questions about products and/or the company
 Asking questions to understand customer requirements and close sales
 Directing prospects to the field sales team when needed
 Entering and updating customer information in the database
 Taking and processing orders accurately
 Handling customers’ grievances to preserve the company’s reputation
 Keeping records of calls and taking notes of useful sales information

Emirates National Bank of Dubai (NBD), Dubai, U.A.E July 2007 – June 2011
Recovery Executive

As a recovery executive, I was responsible for delinquency accounts on home, car and
personal loans, starting from early stages to back-end levels.

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My duties included:
 Blocking and unblocking of delinquent accounts
 Following with human resources of customers’ employers regarding end-of-service
benefits and employment status
 Collecting necessary information and analyzing default cases in order to seek approval
and initiate appropriate actions
 Preparing settlement plans for customers based on proper analysis of their financial
position
 Submitting periodical MIS reports to update the Unit Management and enable decision
making
 Sustaining customer relationship with the organization
 Training new staff in collection about how to handle all the above in competency and
professionally manner
 Achieving assigned recovery targets in order to contribute to the bank’s financial
performance
 Preparing manual voucher to debit/ Credit/ reversal/ maintenance for the accounts.
 Assigning the accounts who qualify and send them for either restructuring or rewrite
basis the installment plans to ensure customer satisfaction and to reduce delinquency
where applicable

Abu Dhabi Commercial Bank (ADCB), Dubai, U.A.E August 2006 - July 2007
Recovery Executive

As a recovery executive, I was responsible for handling over-limit credit cards for all ADCB
card holders in U.A.E.

My duties included:
 Handling collection for cards (past due for 91 days and above) over 4 months to the date
for all ADCB card holders in U.A.E
 Training newly hired staff for collection
 Frequently carrying out field visits and investigations for non-contactable clients
 Assisting team leaders in preparing and analyzing reports of collection department for
submission to Abu Dhabi head office
 Providing accurate forecast on delinquency and performance of credit card account
portfolios
 Collecting due payments through follow-up with customers via phone, emails and field
visits
 Tracing un-contactable customers through checking file copies and making international
calls to their home country

Concord Fashion for Men, Alexandria, Egypt 1998 - 2003

Sales supervisor

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As a sales supervisor, I was responsible for ensuring all customers receive a professional and
exceptional service at all times to guarantee the repetition of business and achieve
maximum target.

My duties included:
 Ensuring the sales staff deliver excellent service and uses available resources to handle
Problems related to customers’ gift vouchers, refunds, and exchanges and alterations
 Providing feedback to the head office on issues related to product catalogue to ensure
that the range of merchandise suits the customers’ profiles
 Managing, training, and building the sales team by acting as role model and providing
necessary training and feedback
 Communicating with both the head office and the warehouse to ensure the
replenishment of stock
 Providing feedback on market trends and customers’ needs to maximize sales
 Providing all necessary tools to ensure that sales targets are met
 Rationalizing products and sizes in the store
 Lead and motivating the sales team to exceed sales target

PROFESSIONAL DEVELOPMENT & TRAINING

 “Real Estate Marketing,” Real Move Real Estate, New Cairo. Feb. 2019
 “Problem Loan Management,” EBDN, Emirates. 24-26 Oct. 2017
 “Driving Results and Leadership: Service Excellence,” EBDN, Emirates. 3 May
2017
 “Team Captain 101 Leadership Program,” EBDN, Emirates, 2016
 “Retail Banking,” EBDN, Emirates, 5-6 April 2015
 “Private banking,” EBDN, Emirates, 15-16 Feb. 2015
 “Investment Banking,” EBDN, Emirates, 16-18 Dec. 2014
 “Total Quality Management,” EBDN, Emirates, 7-9 Dec. 2014
 “Advanced Lean Workshop,” EBDN, Emirates, 2012

SELECTED AWARDS & HONORS

 “Ambassador Manager” Award, EBND, Emirates, 2018
 “Ambassador Team” Award, EBND, Emirates, 2018
 “Bravo Manager,” EBND, Emirates, Mar. 2017
 “Extra Mile Award,” Collections, EBDN, Emirates, April 2013
 “Extra Mile Award,” Collections, EBDN, Emirates, Aug. 2012
 “Outstanding Performance and Exceptional Commitment to Teamwork” Award,
EBDN, Emirates, 6 Mar. 2008

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 KEY SKILLS
 CRM
 Loan Management systems
 Advanced Excel training
 Self-motivated, dynamic and goal-oriented
 Able to handle responsibilities, work under pressure and meet deadlines
 Excellent team management and leadership skills
 Excellent customer service and public relation skills
 Effective negotiation skills

REFRENCES
Available upon request