Banking Operations Manager
National Bank of Abu Dhabi
Total years of experience :21 years, 3 Months
Job Role: Management
January 2003 - Present Designation Chronology
• Nov 2005 - Present, Banking Operations Manager
• Jul 2005 - Aug 2005, Unit Head of City Stars Unit
• Jan 2003 - Nov 2005, Head of Customer Service
Key Responsibilities as Banking Operations Manager
Risk Mitigation
• Identifying operational risks, formulating mitigation strategies and monitoring implementation of robust plans across business units.
• Reporting key risk issues to senior management on priority basis and discuss solutions to resolve them on an immediate basis.
• Providing preventive support to arrest operational risks through root cause analysis of existing ones and deployment of counter measures.
• Allocating tasks, optimizing resources, conducting team meetings and ensuring prompt resolution of issues, concerns, and risks.
Internal Controls
• Ensuring effective anti-money laundering vigilance, implementing sophisticated systems to manage compliance and reducing penalties and legal expenditure.
• Assessing operational risks (RCA), implementing a robust risk management framework through strengthening of internal systems and procedures.
• Calculating operational risks, quantifying credit, liquidity, business and market risks to exercise better control over systems and procedures.
• Supervising preparation of financial reports, ensuring accurate reporting to regulatory authorities and the senior management and monitoring the deployment of funds at any given time.
• Ensuring accurate recording and communication of critical information affecting internal controls, audit and accounting procedures, following a reporting structure that enables well-informed decision-making and helps the management to ascertain the future course of action.
Operational Excellence
• Coordinating with branch heads and unit heads to direct and deliver banking operations, standard processes, new initiatives, and internal projects.
• Involved in the management, and monitoring of facilities for existing as well as new projects initiated for improving operations, customer service, and business.
• Ensuring smooth data flow within all departments, administering control over related databases, managing security functions and developing business continuity plans if required.
• Formulating overall annual budgets, allocating them to various departments, supervising administrative purchases and controlling expenses.
Compliance Management
• Contributing to the betterment of the workplace by setting up SOPs for business and operational activities, while overseeing staff’s adherence to them.
• Maintaining full-fledged adherence to bank’s audit processes, and defined policies by creating required awareness amongst all employees.
• Ensuring branch adherence to anti-money laundering rules, internal credit policies, central bank policies, and other prevailing laws.
• Understanding and implementing pre-defined organizational policies and protocols, ensuring compliance through coordination with compliance officers.
. Responsible for KYC project and FATCA.
. Compliance and Anti Money Laundry champion.
People Management
• Spearheading and mentoring large team of employees to execute banking operations within branch and regional capacities.
• Conducting periodic performance reviews for teams as well as individuals, recommending improvement parameters in order to achieve operational excellence.
• Involved in the appraisal of employees, staff promotions and termination, assessed through the systematic performance review process.
• Assisting in the interviewing, selection, recruitment, and on-boarding of new candidates, defining job profiles and finalizing compensation in collaboration with the HR Team.
Management Reporting
• Rendering feedback support to the Head Office with regards to process adherence, observed inconsistencies and other such findings.
PLEASE LOOK THROUGH THE CV.
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Management Reporting
• Rendering feedback support to the Head Office with regards to process adherence, observed inconsistencies and other such findings.
• Reporting various deviations and exceptions in banking procedures to the concerned authorities, in line with standard practices of the industry.
• Functioning as a compliance officer, maintaining strict policies on money laundering and reporting any such activity to the Head Officer and CBE.
• Managing security and maintenance of money and valuables in safe rooms as per bank regulations and reporting the same to senior leadership team.
Support Tasks
• Approving car loans, credit cards, and other retail cases, while monitoring all in-bound and out-bound transfer and payment activities.
• Handling pool accounts, supervising the bank’s portfolio and assisting in the execution of activities related to the marketing of all banking products.
• Handling dealing room operations, negotiating foreign exchange deals with companies, and maintaining control over branch’s currency position.
• Managing branch accounts, implementing KYC procedures, ensuring optimum customer service and conducting training sessions for the staff.
Key Responsibilities as Unit Head of City Stars Unitu**
Business Development
• Collaborated with branch managers and higher management team to devise and implement robust business expansion strategies.
• Ensured provision of end-to-end banking services and solutions for small and medium business enterprises, along with optimum customer service.
• Managed the salesforce, developed new sales pipelines, and monitored all related processes in a bid to increase business revenues.
• Involved in cross selling the bank’s products and services to existing customers based on well-developed business relations.
• Collected financial details of applicants and provided customized solutions that suit the requirements of individuals as well as organizations.
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Unit Operations
• Ensured compliance to banking policies and procedures, executed points raised during audits and enhanced banking services / products.
• Developed healthy relationships with all customers, created repeat business opportunities, and provided customized solutions as per client requirements.
• Spearheaded, managed, and monitored all Unit sections, customer service delivery functions, along with operation of ATMs.
• Handled credit cards, current and saving accounts, fixed deposits, foreign exchange, cash and tellers, money market back office, loans, overdrafts etc.
• Managed accountability towards various types of remittances, telex transfers, inward and outward clearing cheques, inward and outward transfers etc.
Key Responsibilities as Head of Customer Serviceu**
Sales and Customer Service
• Coordinating with the marketing, credit and customer service teams to deliver top class service to customers and market the bank’s services.
• Involved in the supervision and approval of various services including saving account opening, fixed deposit, foreign exchange, and transfers etc.
• Strategized, scheduled, and executed end-to-end sales plans in line with the allocated budgets, by creating suitable product mix and cross selling tactics.
• Reviewed customer service departmental reports, and implemented changes in the processes if required, in order to improve service operations.
• Reported to the management on work volumes and several other statistics on customer service activities and central bank.
Operations and Administration
• Monitored operations related to inter branch settlements, free market purchases, sales transactions, cash and teller activities and much more.
• Monitored calculations of rates on a regular basis, approved over the counter deals, controlled the cash area and ensured adherence to policies & procedures.
• Introduced and implemented innovative ideas for the improvement of branch performance, resulting in increased profitability.
• Ensured compliance with internal credit policies, central bank policies, guidelines laid down by the bank and existing regulations.
• Provided full-proof security to cash and vault, and handled the duties of Branch Operations Manager and IT Officer in their absence from office.
Previous Assignments u**
• 4 Years and 6 Months, Customer Service Clerk, National Bank of Abu Dhabi
• 2 Years and 8 Months, Trainee Clerk, National Bank of Abu Dhabi
• 5 Months, Accountant, Hasan Boshnak Chartered Accountant Office
Undergraduate
Professional Development Trainings • Elements of Leadership, ProMark Corporation, Architects of Human Potential • Foreign Exchange and Relations with Correspondents, Central Bank of Egypt, Egyptian Banking Institute • Legal Aspects of Banking Operations for Bankers, Central Bank of Egypt, Egyptian Banking Institute • Business Communication for Bankers Upper Intermediate Level, Central Bank of Egypt, Egyptian Banking Institute • Business Communication for Bankers Advanced Level, Central Bank of Egypt, Egyptian Banking Institute • Introduction About Credit, Central Bank of Egypt, Egyptian Banking Institute • AML Aspects, National Bank of Abu Dhabi, Egypt • Compliance Awareness, National Bank of Abu Dhabi, Egypt • IT Security Awareness, National Bank of Abu Dhabi, Egypt • Operational Risk Management and Basel Accord • Customer Service, Quest Certifications • Comprehensive Banking Operations Program including AML, Central Bank Of Egypt, Egyptian Banking Institute • Swift Messages , Central Bank Of Egypt, Egyptian Banking Institute
