Customer Service Team Leader
HSBC Bank Middle Eas
Total years of experience :14 years, 3 Months
Managing a portfolio of 50 Master groups with 225 Entities of Global Banking & Markets top-tier clients.
Support and manage day-to-day servicing of treasury teams and CFOs with their operational needs.
Playing a strategic relationship management role in ensuring HSBC Digital solutions are in place to deliver
superior banking support and consistent outcomes to wholesale clients.
Running regular client meetings to ensure engagement levels are maintained, client feedback is acknowledged
and client satisfaction (Net Promotor Score) targets are achieved.
Key Achievements:
• Overall portfolio management with average liability balances around USD 293 Million.
• Handling a revenue stream as net operating income, including the liquidity premium figures, of USD 2.8
Million.
• Achieved consistent perfect scores in Client Satisfaction surveys, scored 10/10.
• Improving the GLCM account tools delivery process (cards, secure keys etc..) and successfully
managed to reduce delivery related complaints. Achieved in conjunction with the relevant stakeholders
from Product team, Supplied Services Team.
• Streamlining & consolidating the MI’s related to liability movements, have managed to eliminate the
non-added value trackers.
Heading the Vendor Management function for HSBC UAE Operations, through effective management for the
risk & performance of the vendors servicing HSBC in 4 domains: Cash, Courier & Logistics, Records
Management/off-site storage & Transactional Printing. Acting as a focal point of contact from the bank’s side to
capture the streamlining & cost saving opportunities.
Key Achievements:
• In
High speed & accuracy of complex processing to meet stringent cut-off times & minimize financial loss in dealing
with various investment deals i.e., Bespoke Products, Mutual Funds, Islamic Banking Products.
Key Achievements:
• 100% SLA meeting in terms of processing the Wealth Management Applications.
• Reducing the non-reconcilable entries in the suspense accounts to 20 entries at YE. (V/S 96 entries as
of
In charge of performing intermediate duties and support related to branch operational activities and financial
services; processes all new account transactions; assisting customers in their selection of various accounts and
financial services; cross selling the Bank's products and services; opening, maintaining and closing of all
account types;
Key Achievements:
• Top 5% out of 400 peers & received ‘Best Seller” certificate of achievement in recognition of the efforts
invested in selling “Housing Loans” in 2006.Allowing the branch to rank 2nd among 77 branches.
• Top 5% out of 400 peers & received “Best Seller” certificate of achievement in recognition of the efforts
invested in selling “Credit Cards” in 2006.Allowing my branch to rank 3rd among 77 branches.
License en Gestion des entreprises. Taught fully in French.