Senior Specialist - Service Support
National Bank Of Kuwait - NBK
Total years of experience :11 years, 8 Months
Responsible for defining the Measurement & Reporting process for IT, building and delivering the recurring “operational” reports required across IT and “service” reports used by the IT Business Partners and Business to inform business on service performance
Purpose and scope:
To support the Internal Operations Office (IOO) Head in maintaining effective monitoring of the Bank in Kuwait as parent, the subsidiaries and affiliates of the Bank. Assist in the handling of all communications, monitoring and coordination of all activities. Assist the development of reports, databases and logs and maintain solid follow-up dashboards. In addition to coordinating with Group Heads / Functions at the Bank and as directed with key executive management of the subsidiaries for the handling of issues related to the performance of the subsidiaries.
Key Responsibilities:
1. Liaise with group heads/functions and support Head of IOO to determine critical issues, identify improvements and ensure essential strategic policies are adhered to, in alignment with Bank wide group requirements.
2. Coordinates with Group Function Heads at Bank in Kuwait for reports related to self-assessment by each subsidiary and summarize reports, and the collection of data and information on various risk, businesses and controls from the subsidiaries.
3. Provide periodic reports to Head of IOO regarding various risk, control, business environment, specific issues for each subsidiary while maintaining a data base of issues, as well as summary reports on financial performance of the subsidiaries based on information received from respective departments.
4. Coordinates with group risk management and respective subsidiaries for the collection of various Risk Management related information and assist in the implementation of the risk mitigates and follow-ups, as advised by the Head of IOO.
5. Monitor the Bank’s exposure to subsidiaries, and assists in preparing the management reports, with reference to various requirements, issues, legalities, regulatory requirements, troubleshooting, and escalation to the Head of IOO.
6. Assist and maintain an updated knowledge on economic, regulatory, and law development, in order to analyze potential impact and prepare summary reports to the Head of IOO on the same.
7. Assist the closure and resolution of Internal Control Review (ICR) external auditor findings on subsidiaries and prepare the necessary reports and undertake the necessary follow-ups for the same for closures.
8. In relation to the documentation received for the Board Members in those authorities and in preparation for Board of Directors and Board Committees sessions, reviews, understands, and prepares briefings and provides feed-back to the Head of IOO regarding the documentation received.
9. Actively and pro-actively participates in understanding the various views of the counterparts in situations of conflict between the Bank and counterparts in the subsidiaries.
10. Assist in the coordination and preparation for CEOs meeting and presentations and maintain log and minutes of follow-ups and monitor closures and report on the same, as directed by the Head of IOO.
11. Maintain and update all contact data bases, reports and analyzes reports inclusive of visit reports, summaries and findings as related to subsidiaries and/or affiliates, as directed by Head of IOO.
12. Maintain updated knowledge of rules, regulations and standards in the related field and related matters of interest to the department.
13. Perform other duties in line with scope of work and as instructed by the direct manager, and some travel may be required.
KEY RESPONSIBILITIES:
• Extend necessary support to all senior members in the team in order to deliver robust investment advisory services to HNI clients.
• Render efficiency in the assessment of investment opportunities based on solid technical as well as fundamental research of ongoing market trends.
• Provide assistance in risk profiling and development of investment proposals, assist senior personnel in gathering client requirements and understand clients' corporate investment needs.
• Collate performance reports for several financial instruments, and presented customized reports to clients on a quarterly basis.
• Track financial developments, stay updated about new policies in the investment sector, and present insightful analyses of all asset classes.
• Accompany senior team managers during client meetings in order to gain extensive knowledge about the end-to-end process of investment.
• Handle various tasks assigned by the management with regard to continuous in-house projects and report to the senior team members.
HIGHLIGHTS:
• Instrumental role in increasing the sales of the online banking tool by 50%; received appreciation from the senior management for the outstanding effort.
• Gained hands-on practice and firsthand knowledge of the various aspects involved in credit and control, client servicing, regional banking operations during the training period in Bahrain.
KEY RESPONSIBILITIES:
Client Servicing:
• Initiated and delivered end-to-end issue / complaint resolution support to all Tier 2 clients, and ensured complete customer satisfaction.
• Collaborated with the senior management team at BNP Paribas for the high-end resolution of irregularities encountered within transactions.
• Worked as a point of contact for all clients, and maintained coordination with relationship managers, back-office support staff, and other departments for the purpose of issue resolution.
Process Management:
• Processed several activities of the department including payment, loan, trade, and cash transfers, requests received from external auditors etc.
• Functioned as a seasoned user of the Hobart Tool for the generation of requested certificates, and status update reports.
• Identified process gaps, and deployed corrective measures to improve service quality, operational workflow, and reporting structures.
Revenue Generation:
• Established solid communication with customers, understood their business needs, and focused on the delivery of highly feasible financial solutions.
• Acquired new business for the bank based on the leads generated through reference channels received from existing customers.
• Analyzed the cash flow patterns of client companies, and accordingly promoted best suited banking products tailor-made for their needs.
HIGHLIGHTS:
• Successfully participated and learnt about the banking transaction flow, during the training programs conducted for summer interns.
KEY RESPONSIBILITIES:
• Rendered effective assistance and support to the Service Teller and Service Officer for rolling-out routine operations at the branch.
• Handled the end-to-end processing and sorting of collection lists related to the debit and credit card products, in order to recover outstanding payments.
• Conducted strict verification of customer documents and received approval from the higher authorities before the issuance of Visa and MasterCard facilities to applicants.
• Provided necessary guidance to visiting customers, and directed them to the particular departments as per their banking needs.
• Maintained constant interaction with all customers / visitors, and updated them about the newly launched banking products.
• Assisted in the maximization of client accounts at the branch, leading to significant revenue generation and profit margin increment.