Head of Service Quality & Re-engineering, Middle East
Standard Chartered Bank - UAE
Total years of experience :28 years, 0 Months
Key achievements:
a. Achieved highest Net Promoters Score (NPS) for UAE, being best across the banking industry
b. Created centralized incident management unit in Dubai catering to entire Middle East resulting in High quality of customer grievance and incident management
c. Won customer focus award on excellent performance across key service KPIs
I lead the overall development and implementation of customer experience strategy for the region with following key elements:
a. Providing consumer insights through various consumer research techniques for improving current business strategies and facilitate developing new ones
b. Process improvement & wastage management resulting in improved cost efficiency and enhanced customer experience
c. Building and improving problem resolution framework across Middle East ensuring qualitative and timely resolution of customer issues
d. Implementing global projects in the country and undertaking critical and high impact regional initiatives
Key achievements:
a. Significantly reduced customer complaints from 12, 000 plus complaints per month to 4, 000 complaints per month through relentless process improvement
b. Implemented the Net Promoters Scores and Customer Charter
c. Significantly improve the credit card production and delivery thus reducing the customer attrition levels
I was responsible for:
a. Planning and coordination for service delivery improvement initiatives, implementation and monitoring results.
b. Ensure substantial decline in customer complaint incidence, a robust process for complaint resolution
c. Assess service delivery levels against competitive benchmarks & customer satisfaction standards.
d. Act as a central point of contact for the Banking Ombudsman, Central Bank and other regulatory agencies on service related initiatives and customer disputes
Key Achievements
a. Won SCB Legal & Compliance international award for “Creating Most Efficient and Effective Operating Model” during integration of SCB and Union Bank,
b. Won “The Right Partner Award” for best research & presentation on employee engagement in SCB Pakistan
c. Successful handling of regulatory and compliance related issues during integration of Standard Chartered Bank - Pakistan Branches and Union Bank Limited
d. Prepared and rolled out polices relating to Anti Money Laundering & Customer Due Diligence, Regulatory Correspondence, Data Retention. Also drafted Branch Information Systems Audit manual,
e. Implementation of COSO framework of internal controls,
I headed a team of 5 compliance officers with following key roles:
1. Implemented Anti Money Laundering (AML) / Combating Financing Terrorism (CFT) Compliance Program that included following key elements:
a. Risk assessment (e.g., product, customer, geography) and implementing risk scoring model
b. Development and implementation of polices relating to Customer Due Diligence, Group sanctions policies
c. Periodical screening of high-risk and prohibited entities (e.g., PEPs, OFAC list)
d. Implemented Transactions Monitoring Mechanism that:
i. Monitor and trace funds through a business
ii. Identify suspicious transactions and report and escalate through SARs / STRs
iii. Cooperation with the Central Bank investigation team after reporting suspicious activity
iv. Manage regulatory or other legal implications of SARs / STRs
2. Planning, risk assessment and managing assurance and compliance interpretive reviews on major compliance themes
3. Ensuring necessary regulatory approvals in respect of new product launches and assess the AML and compliance risk of new business products and services
4. Maintaining active & cordial relationship with Central Bank
I supervised a team of 10 auditors. My key achievements include:
a. Established Audit Committee and Terms of Reference for Audit Committee
b. Organized and Implemented IS audit in the bank,
c. Developed Branch Information Systems Audit Manual
My responsibilities included:
Information Systems Audits:
a. review of General IT control environment in accordance with COBIT framework
b. Operating systems - SCO UNIX, OS/400, Windows 2000
c. Various banking applications
Management Audits
a. Assessing risks, planning, conducting, and reviewing the Management Audits of Head office functions.
b. Conducting special reviews of the new banking products referred to the Audit Group from time to time for recommending improvements in Internal Controls.
c. Preparing the working papers and agenda for the meetings of the Audit Committee.
d. Maintaining liaison with the external Auditors at different levels.
e. Overseeing the budgeting and preparation process of financial statements of the Audit Division.
f. Introduction of a set of “best practice” performance criteria for the whole Internal Auditing function.
Successfully managed banking / financial institution assurance portfolio. As an Assistant Manager Audit, my responsibilities were:
a. Planning of audits including developing audit planning documents.
b. Assessment of the system of internal controls and reporting control weaknesses
c. Review and supervision of annual audits and special assignments carried out under Central Bank regulations and stipulations
Main areas of my responsibility were:
a. Planning of audits including developing audit strategy and planning documents.
b. Supervision and review of work performed by assistants.
c. Assessment of the system of internal controls and reporting thereon.
d. Performance of system audits.
e. Involved in the training and professional development programs KPMG locally.
f. Preparation of tax position and assistance in preparation of tax return for various clients.
Certified Internal Auditors (CIA) is the only globally accepted certification for internal auditors and remains the standard by which individual demonstrates his competence and professionalism in the internal auditing field. The Institute is recognized as authority, principal educator and acknowledge leader in certification, research and technological guidance for the profession worldwide.
I am Fellow member of Institute of Chartered Accountants of Pakistan (ICAP). ICAP is the only representative body of the qualified Accountants in Pakistan which is considered to be the elite group of Professionals. The Institute has set a high standard of ethics and professionalism for its members.
Basic Accountancy Course is a two years accountancy diploma which build foundation for Chartered Accountancy qualification and covers Financial and Management Accountancy, Internal Auditing, Corporate Law, Taxation