Manager
ADCB
Total years of experience :19 years, 0 Months
•• Prepare daily, weekly and monthly reports for the senior management including MIS’s, KPI’s, KRI’s, performance, quality and reconciliation report.
• Record and analyse team performance and quality continuously and apply the required action when required.
• Continuously review the processes implemented and the used system and improve them or implement the required actions to mitigate risk.
• Attending all meetings with business, compliance, risk management team and take the required calls on how to achieve the SLA with compliance to all CB and internal policies.
• Taking a major role in all projects in the bank including the development of the CRM, FATCA implementation, RBS acquisition and core banking system development.
• Prepare, review and approve bank policies & procedures.
• Report to the Head of the Centralized Processing Department and lead a team of 25 staff and manage 6 units - term deposits, bills payment, accounts opening, support, corporate and Bancassurance - consistently achieving predefined objectives.
• Manage the processing of all fixed deposit applications including vetting for completeness, eligibility and compliance with all regulations, posting in the FlexCube system, generating FD certificates and delivering to clients.
• Develop weekly plan using the Active Operations Management (AOM) system and motivate all units team in achieving targets and improving efficiency and productivity.
• Ensure that the team is following current instructions and policies by providing on time updates and any required training.
• Perform a quality check on all applications processed on a daily basis to assure accuracy of transactions.
• Supervise reconcile and manage the accounts of nine Billers and manage the transfer of funds to vendors accounts.
• Reconcile available balances in collection accounts and transfer required funds to vendor accounts with ADCB or other banks.
• Coordinate with 9 vendors and reconcile all customer queries/complaints regarding errors in payments.
• Reconcile the vendors’ collection accounts on weekly and monthly basis.
• Lead the Bancassurance unit and coordinate with the sales team to receive and process applications for new policies, amendments and cancellations.
• Reconcile and balance the general ledger of EDHS cards and provide required number of cards to various branches.
• Issue required E-guarantees and balance the general ledger on a daily basis.
• Coordinate with insurance vendors for finalizing and delivering policies to clients.
• Resolve all customer queries and complaints including refunds due to processing errors.
• Debit customer accounts the premiums on due dates and take appropriate action if funds are not available.
• Obtain required details of new products and update staff to ensure efficient customer communication.
• Monitor and ensure quality of all transactions on a daily basis.
• Manage all the received requests for accounts opening / maintenance from all bank branches/sales units.
• Achievements
• Played a key role in the merger of the retail banking business of RBS with ADCB managing smooth migration of processes.
• Won several trophies for contributions to various projects.
• Was consistently ranked 5 in performance appraisals.
• Trained, developed and motivated staff to maintain productivity at 90+%.
• • Led a team of 8 tellers & 3 backup officers and provided efficient customer service with regards to funds transfer, standing orders & special instructions, clearing operations and corporate salary accounts.
• Assured prompt execution of customer requests for funds transfer and remittances both inside UAE and to foreign banks through electronic media or manual transmission and appropriate posting in the system.
• Ensured on time credit of salaries to the employees’ accounts on instructions from corporate clients.
• Was responsible for the smooth and accurate daily inward and outward clearing operations including reconciliation of cheques and posting in the system.
• Monitored the functioning of tellers and reconciled daily balances of each teller with required approvals for transactions.
Was rated 4 out of 5 in performance appraisal
• Was responsible for managing cash across 32 branches to meet the requirements for smooth operations.
• Supervised the operations of the outsourced vendor to assure collection of excess cash holding and replenishment of required cash to branches and onsite and offsite ATMs.
• Reconciled the general ledger for cash transactions on a daily basis and reconciled discrepancies with branches and vendor.
• Managed all transactions with the UAE Central Bank including operation of the ADCB account and withdrawal & deposit of cash and cheques.
• Monitored and assured optimum inventories of cash with the branches and the vendor and maintained approved cash holding limits.
• Managed the accounting and documentation of all cash collected from customers by the vendor for credit to their accounts and ensured accuracy of transaction.
• Coordinated with the vendor and vendor management team to ensure maintenance of agreed levels of service.
IPO Officer, Aug 2005 to Feb 2007
• Contributed to the successful handling of various initial public offerings (IPO) of companies managed by ADCB.
• Managed the posting of customer queries, memos, editing of profiles and account flagging in FlexCube.
• Supervised data entry related to IPOs and handled all outgoing and incoming mail.
• Sourced and managed a pool of temporary staff including payment of wages to meet high workload during IPOs at the head office and the branches.
• Looked after departmental administration and personal support to the department manager.
• Exhibited outstanding dedication by putting in 16-hour stints during IPO campaigns.
• Participated in projects like Black List and Returned Mail.
Customer Service Executive, Tourist Branch, Apr 2004 to Aug 2005
• Looked after resolving customer queries regarding loans, credit cards, term deposits and IPOs.
B.Sc. Electrical Engineering, Electronics & Computers