Senior Officer
First Abu Dhabi Bank
Total years of experience :12 years, 0 Months
• Adminstering the cash reconcilation of advance payment account through sending daily cash advance reports and tracking the cash advance account, through scanning & filling of all original invoices & maintaining proper soft copies & hardcopies of filling for Audit / Compliance Teams
• Drafting a control sheet for payments and daily regulating the account statement for closing the cash advance; issuing DD Cheques for Dubai & any branches trade licenses renewal and preparing control sheet for tracking.
• Reviewing, modifying & producing MIS reports for all the Trade License Fees & ATM permits; managing all government matters and coordinating with stakeholders in ATMs installation to obtain permits & access approvals for the vendors.
• Participating in multiple events like F1, Qasr Al Hosn, etc. & new projects to attain the assigned timelines as requested by the Line Manager
• Supervising the identification & communication of the progress of targeted cost savings initiatives on monthly basis; identifying, planning and implementing key projects to improve quality, reduce cost, resulting in significant business improvement and customer satisfaction
• Utilizing performance management techniques to monitor & demonstrate achievement of agreed service levels and to lead on improvement; monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize profitability in collaboration with the Consultants
• Achieving high customer satisfaction for customers, stabilizing the process and delivering at par productivity in a short time span; working on client feedback and escalations with the objective of improving upon services
• Spearheading activities pertaining to Trade Licenses of FAB Branches, ATM passes along with permissions & permits with a team of 5 members; formulating & executing the existing plan for reconciling & directing the daily payments & accounts.
Highlights:
• Bagged Shining Star Award for the Q3 in 2017 for excellent performance for rebranding project for all branches & ATMs in UAE
• Worked on the operations of Integration Project for the merger of National Bank of Abu Dhabi & First Gulf Bank during the year 2017-2018.
• Generated savings worth approx. AED 1 Million by providing the team the MIS and maintaining excellent communication with government authorities during the year in 2019.
Coordinated with internal and external stake holders for ATM installation / removal / relocations for E - Dirham ATMs.
Escalation of daily operational issues and coordinating with internal and external stake holders to solve the reported issues related to E - Dirham and follow up with E-Dirham Operations Team.
Scheduled and conduct site visits and prepare site visit reports with the necessary recommendations for E - Dirham requests and forward the same to E - Dirham team.
Carry out/regular/ random site inspections to all ATM locations to ensure the ATMs and their sites are presentable to the customers and to raise any deficiency to the concerned department/ vendor until they are resolved.
Participated in projects such as F1, & Qasr Al Hosn Festival and meet the assigned timelines as requested by the line manager.
Performed and assisted User Access Testing (UAT) for all new projects.
Prepared site visits reports, feasibilities, site approval, track and monitor progress through the ATM requests system.
Maintained MIS reports related to ATMs (Updated ATM / CDM list which includes New installation, removal, replacements & relocations).
Obtained Central Bank approvals for new ATM installations.
Handled tasks requested by the line manager if arise and assure completing then within the agreed time frame.
Responsible for ATMS permits including preparing the applications to obtain permits for maintenance or replenishment of around 600 ATMs as required all over UAE.
Responsible for Handling all government related matters and coordinate with stakeholders in ATMs installation to obtain permits and access approvals to TG, NCR and others.
Responsible for tracking and filling all related documents and plans.
To assist the management in the preparation of all government related official documentations and collecting, preparing required documents to obtain long term permits for access of staff or contactors to do maintenance or replenishment of ATMS, such as Gas companies or islands such Gamco, ADNOC, Das island, ZADCO, ADCO, ADMA, Crown Prince, Ministries, Military areas, etc. This also, include submission of the documents to concern authorities and follow up until obtaining the permits, then deliver copies or original to concern divisions.
To assist of collecting, preparing required documents to obtain offsite ATM permits or access passes for malls, hospitals, airports and government locations to install ATMs surround, ATM stickers This also, include submission of documents to concern authorities and follow up until obtaining the permits.
To assist of collecting, preparing required documents to obtain permits (temporarily or one time permits) for installing new ATMs for the events F1 event, Qasr Al Hosn event, ADNEC Exhibition events, etc. Also, to arrange access permits for NBAD ITD staff and subcontractors, This also, include submission of documents to concern authorities and follow up until obtaining the permits.
Arrange for deliver the obtained permits to concern divisions and maintain dashboard to track renewal plan all over UAE.
Handle all required payments for the same.
Advise concern divisions with the requirements for obtain ATMS permits or access passes.
Maintain proper tracking and monitored for all ATMS permits renewals and settle all related payments.
To participate in the various channel projects, and reach the assigned timelines as requested by the line manager.
Responsible for the preparation of site visit reports for obtaining or renewing ATMS permits. To represent the unit at all government and official agencies to handle issues related to such requirement.
Handling inbound calls to meet service level & monthly targets with update knowledge on all products for generating leads & explaining customers the benefits of retail & Corporate banking.
Update customers with the ongoing promotions and products
Activation and Handling credit card enquiries
Providing account information to the customers upon their request
Blocking of cards in case of lost or fraud
Assisting customers in filing disputes
Handling complaints calls & resolving the complaints at the same time
Releasing frozen amounts and requesting for new cheque books.
Providing complete credit card details to the customer upon request
Sending request to the branches or other departments upon customer’s request
Marhaba / Meet and greet booking for eligible credit card customers
Activation of debit cards and pin reset incase the customer blocks the card
Handling all the queries related to RATIBI customers
Handling overseas calls, E-Dirham calls, Elite customers with their queries.
Processing Easy Payment Plan, Balance Transfer, Easy cash
Meeting service level & sales targets (80 leads in a month)
Maintaining Quality and reducing duration of the call
Assisting Supervisors upon request
Visiting customer on field all over Dubai and discussing with them about the payments.
Making internal vouchers, transfers and account freezes for customer’s accounts.
Filing police cases and civil cases for delinquent customers.
Calling customer and fixing an appointment to make a final settlement arrangement.
Meeting customers of both lost buckets, and normal collection cases (if the customer visits the branch).
Releasing police cases in case of pay off or any other arrangements.
Coordinating with field recovery teams.
Responsibility and custody of all the manual applications and security cheques.
Assist the Information, Communication and Entertainment department dealing mainly with hospitality sector.
Audit planning including carrying out the analytical review, determination of materiality for the clients with keeping in mind the risk involved in per the nature of business.
Assessment of control risk and following the audit methodology as per the client size and operations.
Preparing & ensuring the financial statements are in accordance with IFRS standards.
Performing analytical review discussing with the senior the area of focus.
Performing Test of controls and tests of detail for transactions and documenting the test performed with professional skepticism.
Preparation of audit programs & audit working papers, draft audit reports, management letters & concluding the results of various audit procedures performed during the audit.
Assisting customers for login and transfers over the HSBC online internet banking website.
Answering calls from customers professionally and responding to customer inquiries and complaints.
Providing customers with the organization’s service and product information.
Identifying, escalating priority issues and reporting to the high-level management.
Recording details of comments, inquiries, complaints, and actions taken.
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