Controls & Governance Manager
Barclays Bank
Total years of experience :22 years, 5 Months
•To manage and monitor all sales governance related processes and related controls for Consumer Banking and ensure their continued application and effectiveness within the business Monitor, review and update all Consumer Banking front-end processes to ensure they are aligned with over all Barcorp process objectives across products and are running as per documented guidelines;
•Conduct reviews of core processes across business units on a regular basis to maintain consistency and error free processing of customer requests;
•Oversee all existing and potential risk control assessment testing issues and ensure effective and sensible closures of the same across businesses as per target dates;
•Proactively anticipate any potential failure to meet target closure dates, so as to impart early escalation to the relevant stake holders;
•Analyze fraud cases and asses and report on error trends;
•Analyze customer complaints, asses the error trends and ascertain the root causes in order to help the business make appropriate corrective action plans;
•Carry out monthly sales governance checks to ensure all measures as defined in the Sales manual are fully functional and error free;
•Effectively motivate team members to create a collaborative culture and promote an open feedback culture within the team and the wider business;
•Effectively manage recruitment and development activities of the team and manage direct staff activity on a day-to-day basis, ensuring appropriate and consistent allocation of work across the team;
•Ensure that the practices of the team are carried out in accordance with required Company and regulatory procedures;
•Engage key stake holders while making decisions that have a material impact on risks, revenues and/or service.
•Support in the development of the Premium Banking proposition and creating a clear USP in the marketplace - ensure the proposition, products and pricing are compelling, competitive and drive income to deliver revenue objectives of the business
•Understand and manage the end to end customer journey / experience
•Work with Premier Alliances Manager to deliver value adds by introduction of partnerships & alliances, customer seminars and other events and activities
•Own and Manage the Premium Banking training of all frontend and backend staff as per the GRCB and local requirements
•Own and manage competitor reviews to benchmark Barclays Premium Banking on quarterly basis
•Regularly monitor the key front, and back office Premier processes to ensure they deliver satisfactory client experience. Recommend changes to same where appropriate
•Work with suppliers to identify process improvements, driving down cost and enhance sales/service quality, including agreement and monitoring of supplier SLAs
•Manage the operational tasks of the Premium Banking proposition such as Stationary, Dream days voucher fulfillment, Birthday Cash Backs
•Review Premium Banking complaints and drive action plans to reduce customer recurring complaints
•Manage the update of all Premier and Premier Life collateral such as website, intranet page, brochures, terms and conditions and so on.
•Tracking Premium Banking campaigns and communicating the results to the senior management team
•To provide support & training to the sales and front office teams on Premium Banking products and propositions and campaigns through workshops, training, campaigns, promotions, etc
•Responsible for Premier upgrade / downgrade process and driving profitability from the existing portfolio through portfolio management activities
•Pursue Premium Banking NTB targets by tracking the MI and regular interaction with the sales and product teams on their performance
•Handling a team of customer’s services officer for the personal & business Loans Dep. Key responsibility to handle customers complain analysis and coordinate between other departments, Customer, Sales officer in order to solve the problem.
•obtain and evaluate all relevant information to handle inquiries and complaints
•Handling a team of vigilance officer key responsibility, starting by supporting sales team in analysis loans application in order to process the loan according to Policy & procedure set by the bank, and co-ordinate with customer from back end calling process.
•Controlling the productivity for Customer service Officers and vigilance team.
Joined the Bank as Management trainee charted a phenomenal growth path to progressively merit appointment as Sales & Services Branch Manager due to exceptional work performance.
Designation Chronology:
• 2006 -2008: Sales & service Manager
• 2004 - 2006: Sales & Services Officer
• 2003 - 2004: Sales & Services Representative
• 2001 - 2003: Management Trainee
•Handling all Branch operating, managements reports & employee targets achievement
•Customer Service, Daily Sales activities,
•Setting & conducting weekly sales meeting.
•Supporting Coaching & training Staff.
•Handling complains, following up, inquiries assist & help to solve problems occurred from/to staffs or customers.
•Liaising extensively throughout the market to generate business, develop and maintain high profile contacts to ensure the growth of the branch operations
•Assisting branch manager in preparing research-based reports and sales forecasts based on team performance, market trends and competitor strategies for senior management.
•Networking extensively throughout the marketplace to assess client solvency, proactively assessing financial needs to provided feedback pertaining to policy and requisite amendments to upper management
•Spearheading marketing initiatives and promotions to create sales openings. Establishing new sales network and consolidating existing ones.
•Coordinating between diverse departments and credit analysts to ensure a streamlined, time and cost effective sales process of financial packages for corporate and individual clients.
•Handling all aspects of sales personnel including their training, and regularly monitored performance to budget parameters. Ensuring optimum levels of motivation among them
Responsibilities:
• Cross selling and marketing all existing and new services and products introduced by the bank and following up on referral business to expand client base.
• Analyzed inventory levels and product demand to determine reorder levels which ensured product availability and minimize inventory costs. Developed and managed timely delivery of products and schedules to support management goals for inventory and customer service levels.
• Played a key role in setting sales target plans & objectives, identifying target segments for new & current financial products and accordingly developing marketing strategies.
• Formulated, executed and monitored client-servicing strategies based on market intelligence of competitors, while keeping the upper management updated about developments.
• Ensured clear communication pertaining to service terms and conditions, assured confidentiality, and followed up on any complaints to prevent escalations and legal implications, hence providing quality service to bank customers
• Ensured clear communication pertaining to service terms and conditions, assuring confidentiality, and following up on any complaints to prevent escalations and legal implications.
• Provided optimum service to customers and delivery within scheduled time frame to the said customers. This incorporated -long term credit flows and loans and investment options.
• Performed market research, forecasting, budget analysis, overseeing and priority banking, thus rotating products “Credit Cards Fixed Deposit, Mashreq Millioner Certificate & Lien Mashreq Certificates” to maximize returns.
• Advised clients about service bouquets in view of requirements, executing requisite documentation and upgrading existing service standards, hence achieving the annual sales target set by the management team.
•Class room & on job training.
•Joint as Credit analysis for the Contracting Unit Managed company account, creating Spread Sheets, cash flow & credit proposal.
Training & Courses: 22-23Jun11 Vital Views ( Model 2) Barclays bank 13-14 Apr11 Vital View ( Model 1) Barclays Bank 06-Feb 2011 B- Behavior Barclays Bank 17-18 Feb 08 lateral Thinking MLS 20-21 Jan 08,Training & Development skill(The People partnership) 18-20 Feb 07 Proactive Relationship Banking (Cohen Brown) 16-20 Nov 06 Extraordinary Leadership workshop, (Cohen Brown) 13-14 Nov 05 Personal Effectiveness Franklen Covy (MLS) 23rd May 05 Investment Module MLS 13th April 05 Fundamental of Investment MLS 19th Mar 05 Anti Money Laundry MLS Feb 04 Building Team ( Training Trip to Hatta)MB,Hatta 16th June 03 Control is our Business I MLS 15th Mar 03 Customer First MLS 24-26 Aug 02 Financial Statement Analysis MLS 6th July 02 Bank Sys Program MLS 29Jun- 3 July 02 Financial Statement Analysis EIBFS 23-29 Apr. 02 Forging Trade Center FTC, Mahreq bank 30 Mar-3 Apr 02 Basic Accounting MLS 11 – 13 Mar 02, Retail Product Work Shop MLS Feb 02 Communication Skills & Customer Focus MLS 20 Feb 02 Self Motivation Workshop MLS 18-19 Feb 02 Assertiveness Workshop MLS 9-11 Feb 02, Fundamental of Banking Operation EIBFS 5-6 Feb 02, Communication Skills, MLS (Mashreq Learning cent.)