Unit Head, Retail Change & Controls
Commercial Bank of Qatar
Total years of experience :23 years, 5 Months
- Managing the Retail branch network and ensuring its internal controls / implement any corrective action as required.
- Responsible to provide effective guidance / coaching to Bank’s branches and its staff on day to day operational activities, policies and procedures
- Compilation and updation of Bank’s Standard Operating procedures, Service Level agreement between different units and taking ownership of process re-engineering, improvement and efficiency.
- Developing of quality control plans, implementing it within the agreed time frame. Monitoring the quality control results and suggesting / taking corrective action.
- Co-ordinating with Internal / external / QCB auditors for branch audits. Reviewing periodically all branch audit issues and ensuring the gaps identified if any are closed by the branches.
- Reviewing the proofing mechanism of various suspense accounts of branches which involves reviewing of the Suspense accounts and ensuring / suggesting any corrective actions.
- Representing the Bank’s retail branches in new projects which may include liaising up with IT departments for system issues and projects.
- Ensuring all policies & procedures set in are communicated to the branch staff including the Islamic banking branches.
This included heading Compliance and controls for the state and dealing with regulatory authorities at the regional level, heading a team of go-getters and branch management.
Played a pivotal role in streamlining operations for Customer Service Management by implementing customer service ideas, creating a first favorable impression and relationship selling.
Leading a team of 5 members who directly reports to me and ensuring coordination between the sales and the service team.
Effectively handling operations for Cash Management and ensuring compliance with decisions on dealing with Reserve Bank of India and their compliance, decision on vault limits and participation in RBI audits.
Solving the escalated cases of customers and providing them the information on various services and offerings. Coordinating between the branches national and international.
Interfacing with the backend operations and the front-end sales team for various activities from account opening to review of accounts opened.
This included Managing HNI customer service issues to give viable solutions and
Ranked # 1 in South Region and # 6 pans India for achieving sales target in insurance and won foreign trips.
Recorded the highest Life Insurance and Mutual Fund business in HDFC Bank, Kerala.
Have received various recognitions for the best performance in insurance and Mutual funds including foreign trip.
Functioned as an overall In charge of Teller activities and authorizing of Teller / Customer service executive transactions.
Systematically compiled and prepared various reports and reported to the top management.
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Effectively handled operations in Cash management, Customer queries, Fixed Deposits, loan against Deposits.
Functioned as in-charge of systems at the branch level and co-coordinated with the systems with IT department.
Successfully marketing the bank’s products/services, Deposit mobilization,
Bachelors Degree in Commerce from St Alberts college under Mahatma Gandhi University.