Service Operations Manager
HSBC Bank Middle East
Total years of experience :19 years, 3 Months
Growth Path:
Joined as Teller, rose to the next levels as 1) Credit Processing Assistant, 2) Preprocessing and Imaging Officer, 3) Payments Preprocessing & Imaging Manager & 4) Service Operations Manager - all at Network Service Centre (Back-office Operations) of HSBC Bank, Dubai, United Arab Emirates.
Promoted and transferred as Personal Financial Services - Service Operations Manager, at Deira Branch.
Highlights:
• Holds the distinction of being honored with:
o Shukran Awards on 07 occasions for projects completed for HSBC, Dubai
o Afkaar Awards on 02 occasions for Process Improvement suggestions for HSBC, Dubai
• Efficiently ensured no repeat Audit Findings wherein obtained a 100% Clean Audit Report with NIL repeat and no new major Audit Findings) in the capacity of PFS - Service Operations Manager
As Service Operations Manager - Personal Financial Services (Deira Branch):
• Oversee the Branch business operations as they relate to regulatory and legal compliance. Work with Senior Branch Manager to establish procedures and policies; and analyze and monitor activities to ensure compliance at every level. In addition, create and implement staff AML/KYC training programs.
• Minimize risk by reviewing product brochures, product or service communications, personnel policies, notices and disclosures for compliance. Stay on top of news and industry regulations; and advise management on all changes necessary to comply with new requirements.
• Maintain detailed records of compliance activities i.e. database of written documentation to reflect current processes and new changes.
• Liaise with MLRO at Emaar Square (H.O.) / peers at other Branches and obtain a deep understanding of current legal issues, business ethics and national and international regulatory activities.
• Anti-Money Laundering & Compliance
• Information Security Risk.
• Conduct Periodic Audit checks for the Customer Service Units and Deira Branch so as to ensure a NIL Audit Report for subsequent Internal and External Audits.
• Functioned as Primary Business Anti-Money Laundering and Compliance Officer (role delegated by Branch Manager):
o Efficiently ensured all KYC of Premier, Advance and Personal Banking customers were up-to-date
o Holds the distinction of raising Suspicious Activity Reports (SARs) to the Central Bank for all suspicious transactions/ customers
o Ensured that enhanced Due Diligence was carried out from time-to-time
o Successfully provided AML compliance related training to the entire Branch and clearance for new to bank customers for account/ credit card opening. (NIL reported case(s) of an improper account opening for the entire tenure as Primary BMLCO for Deira Branch)
• Served as Dy. Business Information Risk Officer (a role delegated by Branch Manager):
o Ensured that all data integrity was maintained
o Non-compliance of which does not pose a financial and reputational risk to the organization
o Significantly provided Information Risk related training to the entire Branch
o Monitored and updated staff to contain and avoid information security risks
o Showed distinctive ability by conducting surprise checks to ensure compliance
• Demonstrated excellence by meeting 100% accuracy in work, schedule and SLA
• Accredited with appreciation from higher management for 100% clean audit
As Service Operations Manager - Network Service Centre (Back-office Operations):
• Deposits - Account Opening and All Account Maintenances.
• Credits- Retail Customer Loans, Staff Rent Loans, Loan Suppressions, Staff Loans, etc.
• Remittances - Outward Telex Transfers, Demand Drafts, Cashier’s Orders, Collection Cheques.
• Customer Support Dept (Helpdesk) - Managing, leading and supporting a team of 30+ staff (11 Preprocessing & Imaging Staff, 15 Call Center Staff and 7 Payments Investigation Team staff).
• In addition to the above, provided leave relief support to NRI (Non-Resident Indian) desk for Resurgent India Bonds.
PIM Operator, Head Office Human Resources, Saudi British Bank, Riyadh, Saudi Arabia, November 1993 - November 1996
Job Summary
• All HR and Admin related functions
• Preparation of Monthly Staff Costs Report
• Preparation of Monthly Manpower Report
• Preparation of Staff Salary/ Career Progression Reports
• Preparation of Staff Training Progression Reports
In addition to the above :
• Provided leave relief support to Treasury Operations.
• Worked part-time with NRP (Non-Resident Pakistani) desk.
Accounts Assistant, Money Market/Treasury Back Office, Saudi Investment Bank, Riyadh, Saudi Arabia, December 1992 - October 1993
Job Summary
• MT 202 / MT 100 payments.
• Developed 2 Payment Software for automation of the Money Market and Operations Departments.
Junior Accounts Assistant (Financial Advisor & Chief Accounts Officer’s Department) - Section Survey & Construction
Involved in financial vetting of construction estimates provided by the contractors for on-going railway projects.
Highlight:
• Accredited with Performance Award for the year 1990 to 1991
Post Graduate Honor Diploma in Systems Management from NIIT Bombay.
