Operations Head and Branch Oversight Function Head
Citibank
Total years of experience :21 years, 4 Months
• Managing a $6mm budget and leading 100+ in-country employees in supporting end-to-end operations for Global Consumer Bank, Citi Commercial Bank and Institutional Client Group
• Heading all operations divisions, including Banking Operations, Branch Operations, Credit Operations, Collections, Customer Service and Fraud
• Warranting that branch processes align with corporate policies and controlling proper execution by conducting semi-annual audit inspections within role as head of Branch Oversight Function
• Ensuring adequate controls across Operations, Branches, Asset Sales, and Wealth Management Sales processes through implementing and monitoring Anti-Fraud Task Force requirements
• Leading implementation of the Foreign Account Tax Compliance Act (FATCA) for Bahrain and Qatar in compliance with IRS and local regulatory requirements and timelines
Key Achievements:
• Maintaining flat expenses since 2010 despite year-over-year increases in transaction volumes through re-engineering Retail Operations departments
• Enhancing the customer experience through a “Client Excellence” initiative, involving training 300+ staff, applying root cause analysis to all customer complaints, and executing actions to prevent re-occurrence
• Spearheading major projects including: new retail branch, cheque truncation system, International Bank Account Number (IBAN), mobile banking platform, transaction notification system (CitiAlerts), one-time PIN (OTP) for log-in to online banking platform, customer profiling platform (Navigator), security-backed lending product (Leverage), prepaid card, and PremierMiles credit card
• Overseeing credit and debit card operations for Citibank UAE, fulfilment, delivery and dynamic printing for Citibank UAE and Bahrain, and the Regional Embossing Centre for Citibank UAE, Bahrain, Egypt, Pakistan, Hungary, the Czech Republic and Romania
• Managing testing processes and market launch of next-generation credit card product processor and credit card business financial books
Key Achievements:
• Delivering 20% year-over-year reduction in customer complaints and holding expenses stable through deriving efficiencies and re-aligning processes within managed teams
• Cutting card production costs 15% while ensuring second day delivery of embossed cards by revamping production processes across all managed countries
• Identifying areas for process re-engineering between UAE and Bahrain across functions including Credit Initiation Unit (CIU), Collections, Operations, Technology, Telemarketing, and Sales
• Planning and executing local and regional re-engineering initiatives, and serving as cross-functional hub to control completions within timeframe and budget
Key Achievements:
• Overseeing annual expense savings of $5.7mm through delivering a comprehensive assessment of re-engineering opportunities to Country Business Manager and group heads
• Recipient of Citibank’s annual EMEA Operations and Technology Re-engineering Award
• Leading implementation of a fully automated credit decision engine in CIU, positioning Citibank as the country’s only bank to offer same-day credit card approval
Key Achievements:
• Increasing productivity 38%, reducing year-over-year expenses 20%, and cutting manpower by 53 FTEs by automating various CIU activities
• Improving the delivery rate from 65% to 93% while cutting related costs by 10% through restructuring the delivery unit
• Working with the Regional Credit office to overhaul credit policy for Cards & Personal Instalment Loans (PILs), increasing the income multiplier and tenor for clients with good credit bureau performance, and decreasing it for others, by basing it exclusively on credit bureau score
• Providing training for CIU and Cards & PIL sales forces to ensure comprehensive implementation of the new policy across all departments
Key Achievements:
• Boosting the credit line of cards by over 14% of their portfolio for 2008, and increasing the credit line of PIL by more than 6% of its portfolio
• Recipient of Citibank’s annual Most Valued Performance Award
• Developing a GAP analysis encompassing all branch banking products for the UAE consumer business
• Assessing the Wealth Management Relationship management compensation plan, and benchmarking versus competition and Non-Resident Indian (NRI) business
Key Achievements:
• Advising on and implementing a Variable Compensation Plan (VCP) based on variable targets linked to the portfolio size of each Wealth Management Relationship Manager following completion of competition analysis, supporting a successful return to the wealth management market
• Qualifying as a Certified Investment Consultant, subsequently generating 130% of benchmark target and validating the new incentive plan within a 3-month investment consultancy role
• Co-teaching ‘Management Senior Study’ and ‘Strategic Planning & Policy Formulation’ courses, and preparing and presenting the associated lab courses
• Planning, installing and rolling out Oracle as the University’s new human resource management system, developing payroll procedures, and processing monthly payroll with all related legal declarations