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Enaz Ebrahim, Lead, Prepaid Cards

Enaz Ebrahim

Lead, Prepaid Cards·First Abu Dhabi Bank

United Arab Emirates

Master's degree, Total Quality Management

Work experience

Total years of experience: 18 years, 8 months

Lead, Prepaid Cards

May 2017 - Present

First Abu Dhabi Bank

Abu Dhabi, United Arab Emirates

May 2017 - Present

• 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

Company industry:
Banking
Job role:
Management

Product Manager

February 2015 - April 2017

NBAD

Abu Dhabi, United Arab Emirates

February 2015 - April 2017

• 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

Company industry:
Banking
Job role:
Management

Assistant Product Manager

February 2014 - February 2015

National Bank of Abu Dhabi

Abu Dhabi, United Arab Emirates

February 2014 - February 2015

• 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

Company industry:
Banking
Job role:
Management

Product Officer

April 2013 - February 2014

National Bank of Abu Dhabi

Abu Dhabi, United Arab Emirates

April 2013 - February 2014

• 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

Company industry:
Banking
Job role:
Management

Retail Banking Advisor

April 2011 - March 2013

National Bank of Abu Dhabi

Abu Dhabi, United Arab Emirates

April 2011 - March 2013

• 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

Company industry:
Banking
Job role:
Banking

Box Office Assistant Manager

October 2011 - November 2011

Abu Dhabi Film Festival

Abu Dhabi, United Arab Emirates

October 2011 - November 2011

* 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

Company industry:
Media Production
Job role:
Administration

Customer Service Supervisor

June 2010 - April 2011

NBAD

Abu Dhabi, United Arab Emirates

June 2010 - April 2011

* 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

Company industry:
Banking
Job role:
Customer Service and Call Center

Box Office Supervisor

October 2010 - November 2010

Abu Dhabi Film Festival

Abu Dhabi, United Arab Emirates

October 2010 - November 2010

* 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

Company industry:
Media Production
Job role:
Customer Service and Call Center

Training and Quality Coordinator

November 2009 - May 2010

National Bank of Abu Dhabi

Abu Dhabi, United Arab Emirates

November 2009 - May 2010

* 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

Company industry:
Banking
Job role:
Quality Control

Customer Service Representative

December 2007 - October 2009

National Bank of Abu Dhabi

Abu Dhabi, United Arab Emirates

December 2007 - October 2009

* 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

Company industry:
Banking
Job role:
Customer Service and Call Center

Box Office Seller

October 2008 - November 2008

Abu Dhabi Film Festival

Abu Dhabi, United Arab Emirates

October 2008 - November 2008

* 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

Company industry:
Entertainment
Job role:
Customer Service and Call Center

Asst VIP Hospitality Coordinator

October 2007 - November 2007

Middle East International Film Festival – MEIFF

Abu Dhabi, United Arab Emirates

October 2007 - November 2007

* 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

Company industry:
Entertainment
Job role:
Administration

Education

Sikkim Manipal University

January 2016

January 2016

Master's degree, Total Quality Management

United Arab Emirates

GPA (percentage): A%

GPA (percentage): A%

Mahatma Gandhi University

July 2007

July 2007

Bachelor's degree, Bachelors of Business Administration

United Arab Emirates

GPA (percentage): 75%

GPA (percentage): 75%

Distant educational center in Dubai

Sunrise English Private School

March 2004

March 2004

High school or equivalent, Sunrise English Private School

United Arab Emirates

GPA (percentage): 70%

GPA (percentage): 70%

High School

Skills

Staff Training
Expert
Staff Training
Expert
Interpersonal Skills
Expert
Interpersonal Skills
Expert
Problem Solving
Expert
Problem Solving
Expert
Leadership
Expert
Leadership
Expert
Product Development
Expert
Product Development
Expert
BANKING
Expert
BANKING
Expert
CALL CENTER
Expert
CALL CENTER
Expert
CREDIT
Expert
CREDIT
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
MICROSOFT OFFICE
Expert
MICROSOFT OFFICE
Expert
OFFICE MANAGEMENT
Expert
OFFICE MANAGEMENT
Expert
QUALITY
Expert
QUALITY
Expert
REPORTS
Expert
REPORTS
Expert
RETAIL
Expert
RETAIL
Expert
Product Development
Expert
Product Development
Expert
Leadership
Expert
Leadership
Expert
Problem Solving
Expert
Problem Solving
Expert
Interpersonal Skills
Expert
Interpersonal Skills
Expert
Staff Training
Expert
Staff Training
Expert

Languages

Arabic
Intermediate
English
Expert
Hindi
Expert
Urdu
Expert