فاطمة المزروعي

cluster manager في NATIONAL BANK OF ABU DHABI

• الإمارات العربية المتحدة - أبو ظبي
• أشغل هذه الوظيفة منذ يناير 2009

Cluster Manager Community Banking - Inbound (Commercial Banking), 2015 to present
Community Banking Specialist, 2014 to 2015
Customer Service - Commercial, 2010 to 2013
AFAQ Trainee, 2009 to 2010
Repeatedly promoted during 6-year tenor with NBAD, culminating in current responsibility for coordinating all office functions and supervising a team of sixteen community banking specialists. Results:
•Ensure customer onboarding and various other services to Commercial customers are managed within current policies and procedures.
•Ensure customer requests are tracked, monitored and managed.
•Manage Commercial customer transactions within agreed TAT (turnaround times) or SLAs (Service Level Agreements).
•Ensure Commercial transactions are handled in strict adherence to Compliance regulations in force from time to time.
•Ensure that community banking specialists are annually trained in key areas of responsibility in order to ensure job enrichment and build a smooth line of succession.
•Ensure that community banking specialists stay updated on new Products and Services introduced in the Bank with emphasis on Commercial customers.
•Ensure staff under supervision complete mandatory training courses by stipulated dates.
•Maintain a repository of customer complaints and resolve such complaints within TAT and to the utmost satisfaction of customers.
•Manage Commercial customers Trade Finance requests - acceptance, minor vetting as per check list and prompt submission/forwarding to ensure timely processing.
•Share the bottom-up experiences of trade finance customer interactions with Commercial leadership to reflect, review and incorporate in the Commercial Trade Finance business strategy.
•Plan and control the delivery of services consistently on end-to-end basis to Commercial customers.
•Develop process performance - review and redesign the capabilities of processes to improve process performance.
•Manage functional aspects related to the performance of community banking specialists under supervision.
•Engage closely with Branch Managers and Area Managers to ensure uninterrupted service to commercial customers.
•Encourage; persuade Commercial customers to enroll for the online service to migrate customers to channels.
•Ensure timely resolution of customers’ complaints received from customers, within the bank or The Central Bank of the U.A.E.
•Support commercial banking team in answering customers’ queries on all products and services to the fullest extent possible such that it results in customer satisfaction.