Lead, Prepaid Cards
First Abu Dhabi Bank
Total years of experience :16 years, 7 Months
• Participate in the launch of the Prepaid card suite for FAB and retain the title Prepaid card leader in the UAE region
• Augment Prepaid Cards business, identify growth opportunities, initiate and implement strategies; Handle execution, monitor performance, define clear roles & responsibilities and successfully build teams
• Handle prepaid card portfolio and elements, re-engineer revenue streams and accomplished targets within the annual budgets
• Manage activities that include strategy, product development, program management, project management, stakeholder management (internal & external), organizational design, recruitment, team building, reporting and market dynamics
• Initiate, define, organize physical distribution network especially for target segment with financial services tailored to their needs; Enable back office operations and support structure necessary to provide these services effectively
• Develop long term business strategies for prepaid card growth
• Develop product processes, product policies and service quality standards across several channels
• Successfully introduce additional features and loyalty benefits to make Prepaid card product the most attractive based on customer needs
• Played a pivotal role in driving acquisition plans across all channels and put a coherent acquisition strategy in place. Develop and handl card sales, acquisitions strategies across all banking channels that include private Banking, Commercial Banking, Personal Banking and Global Transaction Banking
• Handled spectrum of system administration functions that include analysing and monitoring system performance and install software
• Responsible for managing several activities that include Ratibi payroll card product and relative enhancement plan with key focus on payroll cards & Wages Protection System to ensure financial budgets are accomplished timely
• Made sure Service Delivery to clients is in compliance with contractual obligations thus contributing significantly to the growth of the company
• Provided insightful assistance to the team in formulating and implementing policies, systems and procedures for smooth functioning of sales activities and providing high quality service to clients across the region
• Successfully managed payroll card portfolio and all elements related to P&L in order to optimize revenues and achieve annual budgets
• Liaised with third party vendors, coordinated with IT vendors on any change request for system enhancement
• Performed necessary UAT as required upon any Change Request implementation
• Conducted performance review on third party solutions
• Reviewed and monitored monthly performance report to ensure revenue targets are accomplished
• Devised short and long term business strategies for delivering the key objectives
• Augmented white labeled Ratibi Card for Exchange House partners, manage exchange house relationship and to cater to their operational requirements
• Successfully designed and developed co-branding opportunities and correspondences with corporate clients for Ratibi Payroll Card
• Fostered strong and long lasting relationship with large Corporate, Merchants and Government entities
• Regulated internal and external communications, created a collaborative working environment
• Planned and organized business continuity effectively
• Developed and expanded markets for the bank’s RATIBI payroll card
• Increased bank partnership database for white labeled RATIBI payroll card
• Handled exchange house relationship and catered daily operations/requirements in a timely manner
• Gathered inputs from Exchange house and Corporate Clients and delivered presentations on Ratibi Payroll card and Wages Protection System
• Judiciously prepared periodical report card on exchange house business/operations
• Developed new ideas to make payroll card more effective to exchange house; Ensured all systems are available for corporate and user is updated/user friendly
• Successfully tested and launched Ratibi online portal service for all Ratibi corporate/Exchange clients
• Recognized for providing excellent customer service to clients in a timely and effective manner
• Coordinated with Direct Sales Team and Business Development in cross selling Ratibi payroll program
• Actively participated in corporate events and awards, represented NBAD’s payroll card
• Accountable for providing process payroll card for unbanked segment
• Handled Wages Protection System applications (WPS)
• Seamlessly followed-up with clients for pending information required for Payroll card & WPS
• Coordinated with internal Card Operations and Retail Operation Center for processing and delivering services in a timely manner
• Cemented ties with new and existing corporate / exchange house
• Processed payroll card and WPS applications and service to all customer needs
• Successfully developed co-branding opportunities and correspondences with corporate clients for the Ratibi payroll card
• Effectively coordinated with other departments in NBAD about resolving business issues
• Provided range of banking products/services to all customers
• Processed cheque book requests, debit/credit cards, stop payments and any other transactions according to Intellect Interim procedure
• Played a pivotal role in providing market retail credit products to existing and potential classic & advantage customer and cross selling all products
• Ensured all the required documentations are obtained from the client for the transaction
• Shouldered additional responsibilities of colleagues in their absence
• Acted as a Custodian of prepaid cards, credit cards, debit cards & E-dirham cards
• Processed loan/credit card applications and forwarded for approval to processing unit. Received and processed customer requests
• Encouraged customers to build balances with the bank in order to migrate to higher customer programs
• Educated customer about automated channels including ATM, Contact Centre and Nbad Online and promote their migration to these channels
• Worked towards achieving individual targets assigned by cross selling banking products
* Supervise Box office ticket sellers and Merchandise booths
* Support ADFF management on exceptional ticket issuance
* Assist ADFF sellers with sale of tickets, passes and vouchers
* Monitor seller actions, reporting and generate daily EOD
* Ensure quality service offered in booths
* Manage reports for cash and point of sale machine reports
* Coordinate with ADFF Venue and Volunteers Managements
* Co operate with location management to ensure ADFF obligation are maintained
* Deal with complaints and suggestions
* Perform other tasks assigned by Box office Management
* Lead a team of 11 agents
* Maintain team spirit values by being a role model
* Motivate team members to be best staff of the month
* Arrange training materials required
* Assist in increasing quality and call skills among team agents
* Assure team members reach their targets and objectives
* Manage call center floor operation
* Create monthly Schedule for call centre agents
* Generate call scripts for all banking products
* Generate call scripts for cross selling products
* Cooperate with Retail banking group for all product updates on a weekly basis
* Update agents with new product, product updates and policies
* Conduct refreshment courses on a monthly basis for products and system
* Deal with credit and debit transaction related queries for customers
* Release unauthorised transactions after proper verification
* Provide urgent Bonus on credit cards for Elite/ VIP customers
* Create and manage action log for all agents of contact center
* Include appreciations, disciplinary actions against any agent
* Received best team performance for 4 months
* Assist ADFF patrons with purchase of tickets, passes and vouchers
* Generate daily EOD reports and documents to Box office Management
* Supervise Box office ticket sellers and Merchandise booths
* Manage reports on cash and point of sale machine reports
* Coordinate with ADFF Venue staff and Volunteers team
* Co operate with location management to ensure ADFF obligation are maintained
* Deal with complaints and suggestions
* Train all Non Arabic agents on bank products and systems
* Agents placed under supervision till probationary period
* Feedback provided to team leader and therefore placed live on calls if achieved
more than 90% results on quality
* Quality assurance for English and Urdu agents by conducting monthly routine test for product knowledge and new updates
* Test quality of agents by monitoring 120 calls per month
* Arrange refresher training for agents those requiring assistance in specific fields
* Handle inbound calls for English & Urdu languages
* Deal with customer queries over their bank accounts, credit cards and loans
* Handle customer complaints and making them aware of the banking policy
* Make financial transaction for customers on call
* Co-operate with a team to improve team spirit
* Maintain high quality of calls and maximum customer satisfaction
* Received Best staff of the call center two months consecutively
* Handle festival box office at specific locations
* Sell passes and tickets for the Festival at the assigned box office venues
* Answer questions to the public about festival and ticket sales
* Responsible for amounts collected during shifts & perform data entry
* Update records with schedule changes and sellouts
* Assist viewers in selecting their movies and handing over tickets
* Welcome and greet VIP’s, Actors, Directors and Film makers
* Receive guests at Abu Dhabi International Airport on arrival
* Assure immigration and baggage being cleared on time
* Arrange chauffeur service for guests to the allotted hotels
* Manage and arrange all facilities required at Abu Dhabi International Airport
* Timely availability at airport during all times
* Assist guests on arrival at Emirates Palace for the festival
Distant educational center in Dubai
High School
