Senior Officer
mashreq
مجموع سنوات الخبرة :18 years, 8 أشهر
have handled various operations functions over a span of 8 years, spanning along the following:
1) Cheque clearing
2)Salaries
3)Account Opening(Retail/Corporate/Private Banking)
4)Internal Audit
5) Quality Analyst
6) Business Process Re-engineering - drafting and maintenance Standard Operating Procedures for various processes across the bank)
7) Card Operations
8) Insurance Operations
August 2013 till date: Senior Officer - Insurance Operations. Responsibilities include the following: • Reconciliation of Mortgage Insurance Premiums (Life and Property)
• Premium payment of Life policies and its reconciliation
• Coordination with Insurance Providers for Policy approvals and premium debits
• Monthly preparation/calculation of the Insurance Staff Incentive Revenue file
• Coordination with RMs and sales staff for Insurance policies
• Motor Insurance premium debits and refunds
• Policy Cancellation/Refund/Surrender processing
• Travel Insurance Policies premium debits
• Quality Analysis of all functions post Outsourcing to external vendor
July 2012 till July 2013: Senior Officer - Card Operations. Was involved in the following functions: • Merchant Settlement Services/Queries
• Card Refund Requests
• Chargeback on Merchants
• Reconciliation of card related internal accounts
• Card Dispute Investigation and Settlement
• Processing of Card Refund requests
• Quality Analysis of all functions post Outsourcing to external vendor
March 2011 till June 2012:
Senior Officer - Centralized Cash & Account Opening Mangt. (CCAM), Centralized
Operations, Head Office, Dubai for Account Opening and Maintenance activities of the following segments of the bank: • Private Banking (Retail & Corporate Banking)
• Mashreq Al Islami (Corporate Banking & Trust Accounts)
• International Banking Group (IBG) - Doha/Kuwait/Bahrain (Corporate
Banking)
Effective March 2011, have managed to successfully train the outsourced vendor team and outsource the above segments to them.
This is in line with the bank wide project enrolled for Outsourcing of Ops functions
(financial/non financial) to outsourced vendor over a span of 3 years.
Current job profile involves carrying out of the following activities related to the outsourced
vendor team as well as the Onshore (UAE) team: • Management of both the teams. (i.e. Onshore/Offshore Outsource vendor)
• Quality Control and Performance monitoring of both teams in terms of Audit/Legal/
Compliance division and Banking policies.
• MIS Creation & Reporting to Management.
• Conducting and Monitoring of remaining Account Opening and Maintenance related
activities that have yet to be outsourced in the long run. This activities are being
carried out by the Onshore (UAE) team in Ops.
January 2007 till Feb 2011:
Officer - Centralized Cash & Account Opening Mangt. (CCAM), Centralized Operations,
Dubai for Account Opening and Maintenance (financial/non-financial) activities of the following segments of the bank: • Private Banking (Retail & Corporate Banking)
• Mashreq Al Islami (Corporate Banking & Trust Accounts)
(Note: All activities were Onshore and had not been outsourced during this tenor.)
May 2006 to December 2006:
Senior Processor - Centralized Payments Services Division (CPS) . Was assigned in various areas of work within CPS during this tenor as per Units entailed below:
• Cheques Clearing Unit. (Inward and Outward clearing)
• Posting of Rejected Ministry Employee Salaries
• Posting of Payroll Salaries
• MIS reporting
• Handling referrals.
November 2005 till April 2006:
Senior Processor - Centralized Payments Services Division (CPS) - Mashreq Millionaire (MM)
Unit.
• Issuance and Encashment of MM certificates of new/existing customers
• Issuance and encashment of Winner MM certificates
• Supporting enquiries/referrals from branches/ Product team.
• Data entry and maintenance of MM customer records in the system as well as original records.
• MIS reporting.
ADDITIONAL PROJECTS HANDLED:
a) Drafting & Maintenance of SOPs (Standard Operating Procedures)
Was responsible for revising, drafting and updating the Standard Operating Procedures
outlined for all the various business processes taken care of at CCAM and Insurance
Operations as per the outlines carved out by Compliance/Legal/Audit, Risk Management & ISO Certification Body.
b) Participating in User Acceptance Testing (UATs)
• Actively participated in sessions regarding up gradations in general banking
applications used by the department employees before it was rolled out.
• Case Data designing, Unit testing, Business Process Testing, Load Testing and Stress
Testing etc. was also part of my duty.
• User training and implementation of General Banking Application was my major
responsibility.
c) Training Team (Offshore- Outsourced and Onshore)
• With changes and introduction of new systems, have conducted in-house training for team members/ vendor team of Offshore/Outsourced Activities.
d) Service Champion Forum
• Was nominated as a 'Service Champion' across the various departments of
Centralized Operations and became part of a Service Forum (Headed by the Head of
Operations & Technology)
• It has been created to help drill down top reasons for customer complaints and come up with problem solving solutions by jointly re-visiting existing processes and amending them to promote customer centricity and efficiency across Operations.
TRAININGS/SEMINARS ATTENDED:
• Logistics and Planning
• High Customer Impact Training
• Mind Mapping
• Leadership Styles and Qualities
• Negotiation Skills and their Application
• OFAC Policies and Guidelines
• Anti Money Laundering and Central Bank Guidelines
• Know Your Customer (KYC) Policies and Guidelines
• Shariah Certification
completed O and A levels (GCE syllabus)
TIMELINE QUALIFICATION EDUCATION BODY 2004 - 2005 Bachelors (Honors) in Computer London Metropolitan University, UK. Science.
2003 - 2004 International Advanced Diploma in NCC education, UK. Computer Studies (IADCS)
2002 - 2003 International Diploma in Computer NCC education, UK. Studies (IDCS)
2001 - 2002 A' Levels Oxford University Board (GCE Syllabus)
2001 O' Levels Oxford University Board (GCE Syllabus)