Organizing and leading the ETZ squad Team

from 4 to 5h on average to 35 to 40 mins max

Reduce account opening time by 70% Cut opening cost by 40% reduction in cost of stationary on paperwork

N/A

Reduced onboarding time by over 40%, improved HR efficiency, and increased employee engagement. Achieved faster document processing, better compliance tracking, and smoother first-day readiness.

Coordinated initial Squad sessions in CESA region and assisting other squads

55% reduction in average resolution time: Before 216hrs --> After 97hrs; 48% improvement in OLA compliance rate Before 40%(inception)--> After 59% ;137% increase in cases successfully routed since inception Start 3,210 cases--> After 7,594 cases

Reduction in unplanned walk-in traffic at branches, improved advisor time management through structured scheduling, increase in the number of recorded client meetings and a measurable improvement in customer satisfaction linked to reduced waiting times.

Reduce account onboarding on account opening form 165 to 65minutes

5min from 48 hours

1-10

Avant : 1h pour les dépôts et le retrait et après : 1 minute

conception de l'application

réduction du temps d'attente de 50%

Reduced on boarding time by 41%

The solution delivers major operational and service improvements: FX rate distribution drops from hours to real time, cutting manual email effort by 60–80% and reducing the risk of outdated rates by over 90%. Teller processing becomes faster with instant access to accurate rates, while transaction errors, reversals, and customer complaints decrease significantly. Campaign rollout time shifts from days or weeks to immediate deployment, with logistics and physical distribution costs reduced by 70–90%. Centralized control improves audit readiness, reduces operational overhead, and minimizes rework costs. The platform achieved 100% adoption across branch TVs, increasing staff usage due to easy access and real‑time visibility, while boosting engagement with marketing and campaign content across all branches.

At the start of the project, ACH transaction fulfilment rate 85.82%, with constant work and refinement of the script, we moved to 91% and then 94/95%, the next installment of the fix/refinement is anticipated to bring fulfilment rate to 98%!

The new digital KYC process cut retrieval time from hours to under 5 minutes, eliminated document‑loss incidents, and improved audit and compliance turnaround by over 50% through faster access, standardized filing, and secure storage.

Mobile app bill payment transactions could not cross beyond 91% success rate. With the deployment of the TSQ between BankCollect and Mobile App billers, we are now having a weekly bill payment success rate of 97%, with occasional weekly peaks of 99%!

Cost reduction on printing and archiving the forms

Digital adoption increased significantly from 14.3% (August 2025) to 45.43% (February 2026)

Key role in transformation that reduced account opening turnaround time from 3h17 to 1h30, representing a 54% reduction

Reduction of SLA from 24-48 minutes to 30 minutes for consumer and 7 days to 3 days for commercial and corporate customers best scenario