Credit Policy & Analytics Officer
Sharjah Islamic Bank
Total years of experience :14 years, 10 Months
Department : Enterprise Risk Management
• Developing and publishing the monthly Retail Credit MIS & Dashboard for management review. Analyzing the trend of approvals, declines, returns, cancellations and deviation approvals of the proposals submitted by source channels.
• Quality check of the proposals submitted by source channels to ensure system data entry and documents submitted are accurate and as per credit policy.
• Quality check of the cases analyzed by Retail Credit Analysts to ensure approvals and deviations are in line with the existing Delegation Approval Matrix.
• Monitor, track and measure portfolio performance including the effect of Policy changes and behavior of various segment/Sub segment of the portfolio. This includes maintaining risk levels as per acceptable norms and have proper trigger in place to highlight early warning signals.
• Assist in reviewing and updating existing Credit policies, processes, parameters and documentation as per Bank policies, Guidelines and Central Bank regulations. As and when required, to support in Developing Credit policies, MIS policy and underwriting Parameters for Consumer lending of retail products.
• Managing and updating the bank's Target Market List (TML). Ensuring data pertaining to listed companies is updated for business review and as per credit policy.
• Prepare memo for management review to place companies on hold/suspend status based on negative feedback such as downsizing, reported losses, bankruptcy reports and other information received from internal sources, external sources as well as various news sources.
• Evaluate the corporate profile of an entity proposed by Business for listing in Target Market List (TML) and recommend based on risk, adherence to Sharjah Islamic Bank clauses and prevailing market conditions.
• Timely review and analysis of existing Target Market List (TML) companies to ensure adherence to required Sharjah Islamic Bank clauses.
As a Senior Analyst, I was mainly responsible for ensuring quality improvement in services based on monthly Quality Reviews and data analysis. To work in collaboration with internal stakeholders to reduce the monthly complaints by tracking the current trend of complaints, root cause analysis and recommending proper corrective and preventative action on complaint resolution to streamline and improve the current process and service. Closely involved with the Strategic Analytics Unit (SAU) to automate all Contact Center reports, to help identify call trends and raise the standard of Contact Center Service Level from 75% to 90%. Summary of Responsibilities • Analyze customer feedback, customer emails, escalations and complaints for root causes and trends and provide insight and recommendations to management. • Reviewing and responding to customer complaints mainly pertaining to Credit Card charges. • Design & development of weekly, monthly, quarterly and annual reports based on service requests received by service units. • Creation of various automated reports, including development and preparation of the daily department wise Service Request Escalation Report to address escalated requests and bottlenecks. Based on the report alternate routing of such requests/complaints is suggested to ensure timely resolution within the expected TAT.
Correspondence:
•Action customer requests received via DF Online (Internet Banking), Contact Us, Fax & Post Letters.
•Follow-up with all departments to ensure that every customer request received from all possible channels (Call Center, Fax, Contact Us and DF Online) are handled within the set TAT for each request type.
•Perform feedback and surveys for customer satisfaction standards to improve DF services.
Complaints:
•Resolve customer complaints received via correspondence or other external channels such as Call center, Branch or Media.
•Follow up and analyze root cause of all errors or complaints received. In all cases ensure that consistent action is taken to amend processes and procedures which may contribute to such issues and/or ensure that staff training and coaching is provided to prevent recurrence of such issues.
Call Audit:
•Monitoring calls of departments, mainly Contact centre, Credit, Collections and Sales teams to improve call quality and accuracy of advice/information provided to customers.
Reports & Presentations:
• Prepare weekly and monthly productivity reports for all departments within the organization to identify which requests are completed within the set TAT, which are completed after the set TAT period and which cases are delayed and escalated.
•Compile feedback reports for departments, identifying gaps in learning/knowledge and spotting trends which will help feed in to both the training and improving overall services.
•Preparing Call-Audit MIS report and presentation for each department (Contact Center, Credits, Customer Engagement Unit, Collections and Service & Quality) and ensuring the same is mailed out to each department manager & department head.
•Main back-up for Alternative Channel MIS Officer within team to prepare monthly reports - Branch customer feedback MIS, Complaints MIS, Correspondence MIS and Internet Banking MIS.
Awarded “Employee of the Quarter” - 4th Quarter 2012
* Auditing, approving and processing incidents to avoid errors with daily target of 350 - 500 incidents.
* Perform a series of checks on Delta to ascertain whether the customer is eligible for the BancAssure product being sourced.
* Generating reports using Finacle-CRM systems and distributing the list equally among team members.
* Co-ordination with Service Quality team to avoid errors.
* Maintaining and analyzing of MIS pertaining to sales conversion rate.
* Ensuring cases assigned are completed within the TAT and monthly reports are forwarded to the coordination team on time.
* Compile and forward the daily BancAssure MIS to the Business Development Managers.
* Liaise with Service Quality team on complaints logged by customers and provide timely resolution identifying the root cause of the problem.
* Verification & activation of credit cards for Life Assure, Smart Cash and Balance Transfers.
* Informing them about various promotions on their credit cards to earn reward points and how to redeem the accumulated points for shopping.
* Maintaining excellent communication links with branches, phone banking and other departments’ staff and work in full co-operation with all of them to provide the highest level of customer service.
Achievements at the Organization:
* Awarded “Certificate of Appreciation - 2nd and 3rd Quarter 2008” by Head of Consumer Finance & Marketing, UAE.
* Good product knowledge of credit cards, Easy cash and Balance transfer facilities.
* Good customer service record.
* Audit 350-500 incidents created by the BancAssure team on a daily basis
* Assisted in clearing a major backlog of incidents in June - July 2008.
* Volunteered & initiated to organize a range of innovative, unique and fun socio-commercial events within the organization, including branding the team spirit by designing banners naming each teams by their spirit.
* Participated in the Annual RBS Inter-Department Cricket Tournament.
*Maintaining a customer database of 1500 HNI clients.
*Advising them about investments in Unit Linked Insurance Plans, Fixed Deposits, Mutual Funds, Property related funds and Gold.
*Helping clients fix up appointments for investments.
*Handling service issues of the clients .i.e. Credit card issues, Cheque book requests, opening of online trading accounts etc.
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