AVP- Service Head- Expat Priority and Takaful Sales
Abu Dhabi Islamic Bank
Total years of experience :16 years, 10 Months
Oversee optimal functioning of major operational processes, including customer service, on-boarding of new business, governance, and portfolio management for sales teams whilst, managing direct reports of five assistant managers as well as reported to head of sales.
AVP, SERVICE HEAD, EXPAT PRIORITY BANKING (Sep 2014 to Present)
Streamline optimum efficiency of multiple procedures, including management of middle office checks for on-boarding new priority clients, and booking wealth as well as insurance business sourced by sales teams. Collaborate with group compliance on daily basis during on-boarding high risk/PEP classified personnel and entities through administration of enhance diligence. Serve as key contributor across process re-engineering for expat segment with regular interface in liaison with major stakeholders, including compliance, legal, and product. Conduct various sessions with external vendors, including insurance providers for funding houses and discussing product offerings as well as possible enhancements in comparison with current competitors. Deliver feedback through appraisals and one-on-one meetings by monitoring customer service staff performance.
Key Achievements
• Held concurrent auditing responsibility of accessing risks regarding entire sales teams with inclusion of quarterly based control testing processes, including policy adherence control, formulation, and onward submission of RCSA module.
• Executed preventative measures and ensured timely remediation of any pending anti-money laundering alerts accredited by KYC and dispensation items to avoid breaches on bank controls through monetarisation of customer transactions.
• Held interviews of customer service candidates by aiding HR department through execution of recruitment process in liaison with Human Resource department.
• Identified key profitable opportunities and established robust relationships through interaction with various UNHI clients as well as evaluated quality of service provided by relationship managers.
• Supervised critical MI on sales performance, incentives, and customer penetration data for utilisation in customer life cycle, analysed cross sell potential, and monitored claw back trends.
• Steered successful implementation of associated procedures as Business Continuity Manager and Branch Information Security Office (BISO) for Expat Priority team.
Led team of customer services officers to ensure enhanced business optimisation and bookings within set timeframes.
AVP, SERVICE HEAD, INVESTMENTS AND INSURANCE SALES (July 2012 to Aug 2014)
Liaised with complaints team for escalations in timely resolution of customer issues/concerns whilst, managing major service areas and process improvements across bank’s service council, a bank-wide platform for discussion and improving gaps within the process. Interacted with current premier clients on daily basis across Dubai and AUH to strengthen relationships as well as attended to specific banking needs. Conducted targeted visits to deliver knowledge regarding financial requirements during visits for existing customers. Supervised completion of multiple key KYC related projects for bank. Implemented regular training sessions regarding policies/procedures of customer service staff to deliver execution of service in accordance with standards. Maintained required headcount by collaborating with potential candidates and human resource team in evaluating and recruiting candidates to attain all customer service deliverables.
Key Achievements
• Ensured timely resolution of escalated customer complaints and functioning of controls/policies in compliance with sales, documentation, and after sales terms.
• Achieved recognition through attainment of promotion to AVP to head insurance and investment business regarding on-boarding and compliance.
• Spearheaded increase in customer engagement through successful execution of various seminars, events, mailers, and quality check calls.
Barclays Bank PLC, Dubai
Headed team of customer service officers at Premier Branch and formulated as well as ensured optimal execution of procedures in compliance with customer feedback/complaints.
Strategically analysed statistics and various complex data in evaluating customer service levels delivered by team in accordance with prescribed guidelines. Engaged several managers in providing process improvement procedures for customer service delivery. Served as key member in identifying and recruiting customer service officers. Performed regular appraisals in delivering constructive feedback for utilisation in development of customer service team.
Key Achievement
• Enhanced professional development among customer service officers and timely resolution of customer complaints by conducting regular training sessions.
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