AVP & Manager, Elite & Private Banking
First Abu Dhabi Bank
Total years of experience :19 years, 6 Months
𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:
➤ Delivering customer experience and service improvement projects to improve customer satisfaction and identify trends and process variations to establish continuous improvement methods, understanding the client’s requirements, and assessing and agreeing on deals desirability in coordination with products and related partners to ensure business requirements.
➤ Engaging with stakeholders, including operations, technology, branches, legal, and risk, to deliver a timely and compelling client experience, developing a close working relationship with all product partners to contribute to cross-selling opportunities, and keeping up-to-date on all the services and products the customers are utilizing.
➤ Arranging regular meetings with portfolio clients and maintaining ongoing dialogue to discuss financial needs, introducing products and services to maximize portfolio revenues, and ensuring they are aware of all products/services relevant to their situation and credit analysis, and building and maintaining effective relationships with customers.
➤ Conducting risk-review exercises to identify and document all risk checks, controls, and mitigation measures for the bank’s processes, collaborating with various business departments to devise new support material based on revised procedures, including training, reporting, and systems enhancements.
➤ Developing account plans to swiftly follow up on identified business opportunities, providing regular updates related to accounts development, and offering inputs on customer needs and trends in the market, which are commercially viable to enable product enhancement, thus catering to customer needs.
𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:
➜ Recognized by management and won the "Pioneer Spirit Award” and was recommended by my direct manager to receive a promotion for an Assistant Vice President with more significant responsibilities.
𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:
➤ Provided advice on wealth management products (bonds, structured products, mutual funds, and others) based on clients' risk appetite to achieve assigned revenue targets, offered an assessment of the quality, potential, and profitability of existing portfolio and newly onboarded clients, and accomplished exceptional customer satisfaction and retention levels.
➤ Achieved the budgeted financials while ensuring regulatory, compliance, and legal requirements were met, built a customer profile using need analysis and in-depth fact-find for customers interactions, and worked with leaders assisting the execution of strategic business initiatives of wealth management.
➤ Engaged with existing customers on an ongoing basis providing relevant product/portfolio updates and end-to-end fulfillment of customer queries, evaluated new products, ensured the competitiveness of existing products and systems, advised a complete cross-sell of all banking products, and coordinated with various departments to offer full banking solutions.
➤ Authorized the investment subscription and redemption documents (OMT and order authorization), approved funds transfers and blocking/unblocking of funds in customer accounts, processed fixed deposit requests raised by the sales team, verified signatures on WM Trade documents and customer requests, and supported successful completion of data cleansing projects.
➤ Participated in driving the execution of the strategic direction of assigned products, conducted product training to support individuals, and ensured operational activities were executed within the allotted budget and timelines.
𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:
➜ Discovered financial errors in transactions done by other parties, which led to savings of $100, 000 that were sent mistakenly to a customer.
➜ Updated and modified the Client Service Desk process and the validation requirements to enhance the system and minimize the risks and errors.
𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:
➤ Supervised the performance activities during the project management process, pursued standardization of practices and procedures, evaluated business processes and anticipated requirements, uncovered areas for improvement, developed and implemented solutions, and created effective project oversight and control.
➤ Analyzed and assessed project reports and created portfolio level reports for senior management to showcase the progress and dependencies of projects scope, timeline, and budget, communicated insights and plans to cross-functional team members and management, and established an enterprise standard for project management.
➤ Optimized resources utilization to increase productivity, assisted in preparing long-term financial forecast of expenditure, led ongoing reviews of business processes, developed efficiency maximization strategies, and drove adoption of initiatives and practices that enabled consistent and competitive service experiences for clients and internal stakeholders.
➤ Gathered critical information from meetings with various stakeholders and produced useful reports, evaluated projects to ensure the complete alignment between the requirements and program targets, and defined and executed a standardized framework for project management templates, online management platforms, reporting standards, and resource KPIs.
𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:
➜ Trained all the project managers and the new joiners on the PMO processes and all new juniors joiners on the PMO framework and procedures
• NAKHEEL LLC (Dubai) Nov 2007- Nov 2011
Investor Relation Executive (Negotiator) in the Commercial Department "Consolidation & Swap"
o Create a new Consolidation/3rd Party Consolidation & Swap Cases. All long term properties to near term properties.
o Send weekly report.
o Modify consolidation/swap letters based on a ready template to request for certain service from banks or other organizations.
o Contact customers on daily basis based on their case process stage by phone or emails.
o Advise long term customers for available Nakheel offers.
o Provide customers with available inventories for their swap cases.
o Liaise with the Legal department for some legal clarifications.
o Liaise with the Finance department for some financial clarifications.
o Liaise with the Document Control Office "Back Office" for certain case issues or clarifications.
o Communicate with team members for any inquiries or questions.
Research Associate in the Finance Department / Funds Management Department/ Valuation & Research Department
o Create and monitor a comprehensive database of historical archives of data and market/submarket statistics
o Compile, coordinate and distribute lease and sale comparable information.
o Interact with RERA, Chambers of Commerce, Economic Development, state and local government planning entities.
o Brief, coordinate with and provide information to external research consultants and also review their deliverables.
o Monitor market conditions specific to existing portfolios or in support of new funds.
o Conduct research on local & international industries and markets to highlight business opportunities for expansion into different markets and sectors.
o Produce and compile market information for reports - local and international.
o Compile summary statistics on demand for management including summary tables, charts etc.
o Work on multiple transactions / projects / deals simultaneously and work under tight deadlines in a dynamic environment with minimal oversight.
• DATEL SYSTEMS & SOFTWARE FZ LLC (Dubai) Jan 2005- Nov 2007
Project Coordinator / Research & Development Coordinator in the Information Technology Department/Purchasing Department/MIS Department/Research & Development Department
o Monitor and coordinate with project managers and team members in the Information Technology Department of Dubai Naturalization and Residency Administration.
o Train new employees in the PSO (Project Support Office) on how to use the Enterprise Project Management System.
o Coordinate with stakeholders notifying them with the latest project update.
o Gather project information from all departments within Datel Company and arrange a database for the MIS Department.
o Receive order requests from employees.
o Communicate with companies and search for quotations depending on order requests then analyze them.
o Purchase order from the selected company.
o Monitor and check of items delivery date, quantity, quality, and location.
o Document all details, summarize them and send a monthly report to the manager.
Projects worked on: o Libya Proposal: created a proposal for ABC System (Automated Border Control System) for Libya including the Visa System.
o Enterprise Project Management System: tested the Enterprise Project Management System and reported errors.
o MS Project Tool: created Software Development Lifecycle Templates using MS Project Tool along with project plans.
o Purchase Department Documents: created default purchase order form, employee request form, and vendor payment form.
• PEPSICO INTERNATIONAL (Dubai) Feb- Mar 2004
Trainee in the Information Technology Section
o Communicate with vendors to provide us with curtains, flooring, and cabinets that are against fire as well as a fire alarm for the Data Center (Server Room)
o Modify the internal website of PepsiCo International.
o Set certain rules and privileges for Star Accounts System.
o Purchase orders using a system, and received quotations.
o Attend meetings with companies
Academic Achievements
Dates Major/Program University of Wollongong in Dubai Dec, 2008 Masters of International Business
Human Resource And Organizational Development Consultancy (London, UK) July, 2006 Advanced Cost Management for Business Competitiveness (HRODC Diploma, at Postgraduate Level)
Dubai Women's College Jan, 2006 Bachelors of Applied Science in Business Information Technology (GPA 3.14 of 4)
Dubai Women's College July, 2004 Higher Diploma-BIT (Business Information Technology)