operations
National bank of oman
مجموع سنوات الخبرة :5 years, 8 أشهر
• Receive and answer a wide variety of inquiries concerning the Private Banking branch and the bank, its products and services in a timely and courteous manner in line with established customer service standards of the Bank.
• Act as a support for RM and receive and resolve problems and complaints from customers.
• Receive and answer customer queries including but not limited to NAV information, statement request, redemption and subscription details, balance in the banking accounts and other related banking queries, etc.
• Mailing by post/hand/email/fax, hard or/and soft copies, Investment portfolio and banking statements on customer requests
• Based on request from the RM send specific documents including but not limited to internet banking forms, credit card forms, etc..
• Process investment applications for subscriptions and redemptions
• Process investment applications for subscriptions and redemptions including but not limited to signature verification, balance verification.
• Confirm with the RM on redemption/subscription application received by fax directly
• Check with the RM on remittance instructions received from clients directly
• Account Opening, Verification of documentation and Filing.
• Ensure account opening documents are in order before opening new client accounts in Quartz.
• Update client records.
• Configuration of Auto E mailing of reports for customers.
• Liaise with Back office on regular updation of portfolios
• Conducting Users Interviews with the Users of Bank branches in Asia pacific region and get clear understanding of the requirement for the report.
• Participating in the requirement gathering sessions with the users and proposing new ideas.
• Design Report as per the requirement and Negotiate with the user whenever required on design.
• Analyzed the business requirement document, prepared the functional specification document and Validate specs from user.
• Reviewed the documentation and presented systems requirements to the development team.
• Prepared test cases as a part of quality assurance testing and supported the user acceptance testing.
• Project Coordination with teams and Act as a liaison between business units and IT development teams on complex issues.
• Provided application support and performed root cause analysis for user issues
• Change Management by Raising change requests for production and roll-out of new changes.
• Update Version upgrades of specifications
• Liaise with Back office on regular updation of portfolios
• Provided status updates to the project manager during the weekly project meetings.
Projects:
- Outbound Call center Process - Inbound Call center Process
- Email Management - Letters and Fax Management
- Walk- in Desk Management - Retail Sales force Process
- Retention Process - Branch Banking Proc
Responsibilities:
• Scoping and Process Implementation of a CRM System Talisma across the Operations department Verticals of the organization.
• Conducting user interviews with various business units Understand the Business Logic of the vertical.
• Designing the system from front end for related vertical as per the business logic.
• Proposed new ideas and identified the different business areas where the process enhancements will be required.
• Created data-flow/systems flow diagrams using MS Visio and documented all the business/systems requirements documents in MS Word
• Communicate the user requirements to the technical development teams and Vendors.
• Provided with a detailed test plan and created test cases to be executed during the UAT (testing) phase and Conduct U.A.T sessions with the users.
• Design training modules and manuals for users and provide related product training
• Resolve the related issues from users end and Forward the technical issues to the developers.
• Design and generate reports on performance and pipeline management.
• Prepared the presentations and agendas for the meetings, and communicated minutes with the team
• Provided status updates to the project manager during the weekly project meetings.
• Set up, Maintenance and cashier entry of the proposal forms in the system.
• Scrutiny of the forms in the system.
• Conversion of proposal form into policies.
• Maintenance of client code allotted in the system, by eradication of duplicate client codes.
• Quality check of the printed policy documents.