BASSAM SHAWISH

BRANCH OPERATIONS MANAGER at COMMERCIAL BANK INTERNATIONAL

• United Arab Emirates - Dubai
• My current job since August 2014

 Establish and implement comprehensive guidelines (Standard Operating Procedures) to institutionalized culture of strong internal controls to mitigate risk & alleviate operational losses arising out of transactions, fraud, staff negligence and errors which ultimately should reflect in a satisfactory audit and acceptable customer satisfaction. All processes have to be approved by Audit and related departments.
 Review operating procedures to simplify workflows and to ensure that they are workable, standardized, and cost effective and adequately cover branches operating risks ( e.g. Branch operations manual, RRO SOP, Tellers SOP, Branch Admin SOP, Call Center SOP, Direct Sales SOP & Operation Related Issues
 Manage the effective implementation of all pre and post audit requirements to ensure satisfactory audit ratings of CBI branches, Direct Sales and Call Center. Ensure closure of pending Audit comments for RBG. Manage exit meetings with Audit departments for branches reports before sending the final report.
 Manage and control processing of activities at branches and ensure successful implementation of policy, procedures and delivery standards to achieve overall compliance with corporate and regulatory policies. Conduct regular full process reviews and follow-up reviews on the branches, Direct Sales and Call Center based on a pre-planned schedule designed at the beginning of the year, relying on check list prepared in line with different functions’ SOPs in place. The check list defines the processes and sub processes as well as the sample size to be reviewed. The period covered through reviews takes into account the last review date. Discuss all issues highlighted during the review with the respective Manager. Prepare executive summary to be forwarded to the Head of Retail Banking Group. Whenever necessary and depending on significance of findings, conduct meeting with the respective manager in the presence of the Head of Retail.
 Quarterly conduct Clean Desk Policy review either early in the morning before office hours or late in the evening after working hours in order to ensure compliance with Clean Desk Policy. Escalate report to the respective Manager and the group head for necessary disciplinary action.
 Regular update to the score cards used in the branches’, Direct Sales and Call Center scoring process. Every branch/Unit is given a final score based on its score cards result and using the following scoring Categories (High, Medium high, Medium, Low and well managed).
 Develop training material for branch staff on standard operating procedures to ensure a full understanding and implementation of the approved policies and procedures.
 Recommend system solutions to achieve operational uniformity and functional objectives at all branches/Units and to report any fault parameters in the system (e.g. setup of new products, LBC setup for FCY accounts, dormant accounts, access level change for staff, etc…)
 Institute proactive management of anti-money laundering and compliance processes at CBI. Monthly reporting to Compliance department.
 Cash Management for branches cash in hand and onsite ATMs, ensure providing sufficient and within limit cash for branches.
 Daily reconciliation and balancing of Cash pool service GL and instructing branches to post the related entries of Central bank deposits. Ensure keeping the approved cash overnight limit with TG/G4 and branches.
 Regular review of dormant accounts (Zero Balance, Debit balances and Credit balances) and implementing action to be taken for debit and zero balance accounts.
 Monthly reconciliation and posting of un presented Manager Cheques in coordination with branches and finance department.
 Suggest and implement decentralization/centralization of functions between COPs and Branches (Dormant account release, Stop payment process, etc….)
 (Transfer/new recruits) in coordination with HRD.

OWNER at DAR SHAWISH ELECTRONICS

• Jordan - Amman
• August 2012 to July 2014

Manager Branches Control , Operations and Service at Mashreq Bank

• United Arab Emirates - Dubai
• November 2007 to July 2012

Support the business at branches to ensure that the maximum productivity is achieved as per business requirements. * Responsible for conducting branch reviews in coordination with the respective Branch Operations & Control Manager.
Provide strategic and operational assistance to the unit during new project implementations by balancing competing demands for: project scope, time, cost, risk and quality; satisfying stakeholders with differing needs and expectations; meeting identified requirements.
Assist in development of SOPs for new processes / recommend amendments in SOPs for existing processes based on process changes.
Responsible for process mapping, workflows and service level development for all retail branches.
Develop training material and provide training to retail branch staff on new processes / amendments in existing processes.
Develop MIS tools for process improvement, to monitor financial controls, to identify risks and recommend solutions for mitigating risks.
Manage and monitor adherence to all Operations, Compliance and process development initiatives by the branches.
Review and analyze Monthly Exception reports received from branches and clarify issues, if any before timely submission to RRD. Co-ordinate on responding to audit issues related to MER.
Checking and assisting on monthly unreconciled items reports with respective units and branches for closure of the same.
Advice and co-ordinate with branches on legal issues.
Track and monitor trends in operational problems encountered by branches, conduct root analysis to identify gaps and recommend and implement solutions to eliminate operational bottlenecks.
Responsible for timely preliminary investigation and recommendation of fraudulent situations and / or OPM deviations.
Responsible for conducting the preliminary investigation for cash short / excess at both teller counter and ATMs.

Assistant District operations Manager at Mashreq Bank

• United Arab Emirates - Dubai
• May 2006 to October 2007

Responsible of branches operational functions .
Coordinate between branches and other supportive departments .
Ensure full control on branches in term of all operational procedures .
Performing Full and follow up reviews on branches, and spot checking when ever needed .
Handling all enquiries from branches of all operational issues .
Conducting training sessions for branches in all operational areas .

Sales and Service Manager at Mashreq Bank

• United Arab Emirates
• February 2003 to April 2006

Responsible for selling and cross selling all retail banking products, investment products, approving loans and all kinds of facilities.
Primarily responsible for providing the bank customers financial services which exceed the customer expectation.
Profile each and every customer to understanding his banking needs.
Assisting in product launching and giving feedback on the product.
Adhering to branch process and reporting deviations to the branch manager.
Handling the retention cases of the branch.
Handling a variety of issues, problems and priorities simultaneously while reporting to management regularly with gathered information on the needs of all clients.
Handling IPOs .

Branch Services and Sales Mangaer at STANDARD CHARTERED GRINDLAYS BANK

• Jordan - Amman
• August 1995 to February 2003

-GROWING THE BRANCH ASSETS AND LIABILITIES.
-TO PROVIDE EXCELLENT SERVICE .
-IN CHARGE OF ALL OPERATIONS FUNCTTIONS.
-TO ENSURE THAT ALL TRANSACTIONS ARE PROCESSED CORRECTLY.
-MANGE A TEAM OF SIX EMPLOYEES.
-ASSIST IN CREDIT OPERATIONS.
-PREPARE ALL RETURNS AND RECONCILLIATIONS.
-MARKETING.