Operations Manager
CBD Financial Services - Subsidiary of Commercial Bank of Dubai (CBD)
Total years of experience :18 years, 4 Months
• Manage and oversee all aspects of operations, including settlement, accounts, risk management, and compliance.
• Lead and mentor a team of operations professionals, ensuring efficient workflows and adherence to best practices.
• Streamline processes and implement policies to maximize output and minimize risk.
• Collaborate with various stakeholders (legal, accounting, IT) to ensure smooth operations and project execution.
• Maintain strong relationships with external parties (markets, regulators) to ensure compliance and resolve issues.
Monitoring overall operational areas, which include Settlement and Accounts of the Brokerage
Review and approve all vouchers relating to Settlements.
Approve Stock transfer and Registry transfers after due verification of all the related documents.
Ensure timely Settlements with the markets and daily monitoring for VIP clients
Ensure that task relating to Commercial License, SCA license, Renewal of DFM and ADX membership, Guarantee renewal, broker insurance, Fidelity Insurance processed on timely basis
Review systems and procedures and ensure positive input to enhance the productivity
In case of any deviation is noted in respect to non-compliance discuss directly with GM and Compliance
Ensure timely response to Customer (internal and external) Queries with the coordination of Customer Services
Arrange approval from Markets for execution of Trades for related parties
Ensure efforts to make systems and controls more efficient and effective
Liaise with statutory audit/ Inspection/ External Auditor for Auditing and Inspection purpose
Coordinating with the External Authorities in respect of activities, instructions or directives affecting directly or indirectly the operations domain
Ensure the compliance in rules and regulations in respect to SCA, Markets, EIB, EIFB, sharia in Operations.
Manage Portfolio Reconciliations between company system and the Market system
Preparation and submission of regular monthly reports to SCA
Provide timely reports to Management
Coordinating with the concerned departments to ensure smooth functioning of Systems, IT functionalities and online operations etc.
Stockbroker:
Contact clients to explain current scenario of stock exchange
Obtain and interpret information from client portfolios
Create strategies to meet clients’ financial goals and requirements
Monitor stock markets and the performance of individual shares
Communicate stock information to clients
Maintain standards of quality service and integrity
Assist clients in buying and selling of stock, shares, and bonds
Conduct daily research to identify value of stocks, shares, and bonds
Identify current market trends and news that affect the stock market
Identify new clients; establish accounts for them and follow up to identify their investment needs
Hire and train graduates and professionals interested in pursuing career in stock brokering.
Following up on leads from potential customers.
Researching information about the market in domestic or foreign equities, securities and government stocks;
Monitor market and structure.
Oversee and coordinate the activities for the department’s quality assurance requirement in liaison with Company standards.
Providing appropriate advice - according to regulations- to clients, by phone and direct contact.
Give accurate information based on clients’ fact sheet.
Identify and act on opportunities to maintain customer / client’s confidence and provide suitable solutions to customers where possible.
Undertake any other duties as required by the division from time to time.
In charge of Customer Service Officers:
Properly train CS officers on how to handle complaints, efficient chat, and proper communication with customers
Make sure all CS officers understand the process of opening accounts until completed, customer receiving the necessary communication and account activated
Preparing the proper first level support document to be communicated to all CS officers and properly trained to use documents
Understanding the online trading platform and the related features and reporting any enhancements, amendments or special request to the IT department for better improvement of the trading system.
Handling incoming and outgoing calls from Orion Brokers clients regarding various aspects of their accounts
Handling clients inquires and responsible for operational account opening.
Using various database identification checks for new applications
Providing assistance to potential client and existing client with various aspects of trading, solving technical issues.
Providing sufficient information about internet trading platforms usage.
Resolving customer complaints in a professional manner if any.
Following-up on customer pending inquires to make sure they are resolved.
Following up with IB (Introducing Broker) Offices for payments of credits
Liaising with IT support regarding clients’ internet queries and delegating if required
Providing & assisting clients with account reports history, open positions, statements and contracts upon request
Answering client's email enquiries and communicating via Orion’s forum
Liaising with Back office department regarding client's accounts, currency conversions instructing payment.
Assisting with the adjustment of client's accounts with the back office as required
Responsible for opening new IFS accounts (AS 400) Dubai Financial Market System as well as IFS system (IFLEX) on daily basis.
Double checking that the data entered correct and accurate.
Ensuring that post account opening the forms are properly marked and dispatched to the central location for onward dispatch to COD (Central Operation Department).
Assisting in COD to retrieve the (AS 400) System DFM (Dubai Financial Market)/ADSM (Abu Dhabi Security Market).
Explain to the customer the procedures of opening a new account.
Follow up complains with high degree of patience & tolerance
Taking Charge Of busy board periodically.
Execute customer orders and maintain the details in the same.
Liaising with Central Operation Department and front office service.
Professional Handling for (VIP) customer from Dubai Financial Market and following up their complaints.
Administrative tasks-auditing the customer accounts and vouchers.
Analyzing outstanding case for legal department and providing monthly report for customer service manager.
Researching information about the market in local equities, securities.
Providing appropriate advice - according to regulations- to clients, by phone and direct contact.
Give accurate information based on clients’ fact sheet.
Identify and act on opportunities to maintain customer / client’s confidence and provide suitable solutions to customers where possible.
Managing key accounts provide customers with a friendly and professional communication during a call transaction.
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