Operations Manager
Commercial Bank Of Dubai
مجموع سنوات الخبرة :19 years, 9 أشهر
Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization.
▪ BestPractices-Improveprocessesandpoliciesinsupportoforganizationalgoals.Formulateandimplement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures.
▪ Human Resources - Assist in recruitment and placement of required staff; establishment of organizational structure; delegation of tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance
▪ Communication-Monitor, manageandimprovetheefficiencyofsupportservicessuchasIT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.
▪ Strategic Input - Liaison with management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
▪ Risk Management - Oversee organizational insurance policies. Ensure health and Safety committee meetings are held and tasks assigned. And implement business continuity plan
▪ Supervise day-to-day settlement and operational support in Equity markets.
▪ Negotiate with relevant parties; Manage end-to-end processing procedures and diligently work with various
internal and external parties such as legal counsel, accounting, IT, system vendor etc.
▪ Participate in projects, coordinate, manage and resolve problems during different stages from project
initiation to its implementation
▪ Produce documentation on operating procedures and operating guideline
▪ Optimize workflow of the supervised business routine, to enhance operating efficiency
▪ Performing and documenting daily checks on various incoming data set like order execution, transaction
mapping, account opening, market data
▪ Help to develop and implement efficient processes and workflows as our business grows and changes.
▪ Proactively review current processes to identify areas where efficiency can be improved and/or risks
mitigated
▪ Check quarterly performance reports and investment management fee bills to ensure processing.
▪ 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 purposCoordinating with the External Authorities in respect of activities, instructions or directives affectingdirectly or indirectly the operations domainEnsure the compliance in rules and regulations in respect to SCA, Markets, CBD and CBDFS.Manage Portfolio Reconciliations between company system and the Market systemManage new procedures and modify current techniques for execution.Ensure positive contact with Performance Technologies, Fidelity Investments, and vendors. ▪ Support Compliance Manager to enforce policies and audit compliance matters.Support investment related and customer service activities.Monitor and better current internal controls and processes.Prepare Financial Statement’s investment disclosure notes by liaising with external auditor.
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.
Operation Manager:
Prepare deal sheets and/or settlement report summarizing terms of transaction
Monitors the transaction and completion of transactions and adjustments
Manage activities of various brokers to ensure timely and accurate processing of transactions, account set up, settlement and reconciliation of trust accounts, development, generation and distribution of internal reporting, and prompt follow-up on exceptions.
Run day to day operations; include trade support, critical analysis, periodic reporting for various committees, daily monitoring and reconciliations.
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.
Operating a busy main switched board on front desk.
Assist office manager with his day-to-day duties.
Cope with demanding business environment.
Prepare presentation such as proposal, opportunities, and leads.
Maintains and development of clients relationship & general administration duties.
Update customer & employee database.
Organize the order company processing, documentation and follow up.
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