Operations Supervisor
Emirates NBD
Total years of experience :10 years, 1 Months
Accountabilities
As Operations Supervisor
• Monitoring Corporate Action Generation and settlement
• Islamic Bank Bond trade validation and settlement
• Daily Transfer Agent generation and settlement thru Clearstream
• Handling Reconciliation issues (Nostro & Transit accounts)
• MM transaction on local and international market, in local and foreign currencies.
• FX transaction on local inter-bank market, in cover with customers and local banks.
As Supervisor-Cash Management
• Obtain and monitor daily bank balances.
• Reconcile (monthly) bank accounts.
• Communicate and follow up on all reconciling items with the field.
• Reconciling specific receivable accounts and activity to the ledger.
• Process wire/ACH transfers.
• Monitor and record bank fees.
• Create monthly bank fee analysis.
As Customer Service Representative
• Handle customer inquiries, complaints, billing questions and payment extension/service requests
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
• Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions
Highlights
• Demonstrated excellence in:
o Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
o Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
o Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
o Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
• Recognized as "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees
• Supervise the analysis, summarization and maintenance of general ledger accounts and develop the chart of accounts for the entity.
• Work on the implementation of a robust financial reporting framework to monitor performance, the flow of funds adherence to the budget, expenditures, income and other budgetary requirements.
• Oversee the implementation of internal control mechanisms in order to mitigate financial risks.
• Oversee the compilation and validation of the integrated accounts payable information for all functions of the entity.
• Oversee the daily operations and functions including review of all payments, processing related to suppliers and maintenance of payment records and fixed asset register.
• Manage the cash flow of the entity.
• Liaise with external auditors and third party advisors and support the year-end financial audit, providing consolidated statutory accounts and audit files where required by external auditors.
• Develop appropriate internal controls and accounting procedures in line with industry good practices; monitor adherence to agreed procedures and seek continuous improvement to enhance operations.
• Provide guidance to direct reporting staff in the development, analysis and preparation of reports in line with the established policies and procedures, review accounting reports for accuracy and completeness.
• Develop guidelines and templates for the preparation of budgets of ongoing operations and special projects.
• Liaise with other functions to obtain inputs for budget preparation and generate the consolidated budget.
• Prepare analytical reports highlighting variances in spending and submit them for review.
• Oversee the timely update of the payroll database to ensure the accuracy of payroll data and information.
• Manage the preparation, verification and maintenance of payroll records and reports to ensure the payroll is processed timely and accurately in line with due authorization, approved budgets and the entity’s policy and procedures. Coordinate with the entity’s HR function as and when needed to obtain all necessary employee information.
• Review and approve all monthly payroll transaction in order to ascertain that all payments are accounted for in the financial system.
• Review the reconciliation of payroll accounts to ensure data accuracy; ensure all the relevant ledger accounts have been adjusted and correctly processed.
• Oversee, review and approve release of all payroll activities such as employee termination benefits (e.g. final settlements, pension payments, claims etc. (while ensuring alignment with the entity’s Human Capital policies and other applicable labour laws.