Manager - Retail Operations ( Heading Retail Operations and Treasury Back Office)
Al Ahli Bank of Kuwait
مجموع سنوات الخبرة :30 years, 4 أشهر
• Managing and supervising the Retail Business and Operations of team of 16, reporting to the General Manager
• Supervise Treasury Back office, authorize MM/FX SWIFT messages and Set up suitable processes and Operation Procedures to ensure optimal operational controls
• Supervise and manage the end to end processes of cash & clearing (including Authorization of Teller / back office transactions), Remittances, Customer Service Dept. & Account Opening, Credit Cards, Debit Cards, SWIFT communications, Safe Deposit Lockers and Treasury Back office
• Conduct deep-dive sessions and workshops with stakeholders and cross functional teams, mapping down detailed current processes, identify bottlenecks, key improvement points, quick wins, key enablers, design new processes and collect agreement
• End to End process designing, providing technical specifications to system developers putting down design logic, setting parameters and access rights
• Put together end to end process notes documenting in detail: roles, responsibilities, checks and controls required of the designated units. Take into consideration operational requirements, operational risk and regulatory controls and requirements
• Plan and execute projects related to Retail Banking Operations: Image based clearing, Wages Protection System, EMV certified debit card systems, IBAN, UAE FTS, BCPS, SMS Banking, Electronic statements, various self generated system improvisations and UATs.
• Project scope includes reengineering of extant fulfillment processes, simplification of application forms and documentation requirements, simplifying and streamlining policies and post implementation reviews.
• Monitor progress in the follow-ups of unregistered customers for SMS / electronic statements, activation of dormant accounts, updation of valid Trade License and IDs, updation of KYCs and obtaining the financial statements of non-individual customers.
• Design and implement standardized yet simplified processes across the region and periodic review of Operating Procedures and Tariff.
• Operations Risk Management, AML checking, Regulatory Compliance and rationalization of Products/profitability
• Manage Branch Retail Banking operations of the highest volume branch of the Bank. Line manager of a multinational workforce of 15 (including 11 Tellers of different nationalities) and managed 3 branch ATM /EDMs and 18 offsite ATM / EDMs
• Ensured optimal Cash Management with average daily cash volume AED 40 Million and daily average 2000 Teller transactions( Cash and Clearing) and daily ATM/ EDM transactions of 1000
• Administered effective working of all branch operation personnel and assisted human resources in various placement agencies
• Evaluated current processes and designed ways to improve productivity and enhance working of projects
• Reviewed and submitted Operations risk data base / Excess reports / overage, shortage reports / KRI / dormancy returns, Business Continuity plans/ checking pending credit card / ATM cards / pins
• Ensured smooth functioning of ATM / EDM. Good knowledge of Wincore machines and maintained satisfactory up times
• Complied with anti money laundering guidelines and operations risk and reporting to the concerned depts.. in HO
• Ensure daily monitoring of outbound calls, cross selling, generating referrals from customers, efficient contact activity management by all Tellers, high scores in mystery shopping
• Daily update the Key Control Check list after ensuring all daily tasks are performed as per the procedures
•Officiate as Branch Manager / Customer Service Manager when required
EXPOSURE TO THE FOLLOWING FUNCTIONS
cash officer :Supervise Cash Tellers on Cash Transactions, Vault Transactions, ATM, Visa payments and issuance of TCs.
Handled Branch accounts, GL, P/L, budgeting ( Balance sheet size of AED 5 Billion, yearly profit 98 million), Operations Risk, Quality Management, AML
All Operations related reporting - daily, weekly, monthly and yearly
Foreign exchange Spot / Forward transactions and all other Back office operational jobs.
Handling of Local and International Remittances and knowledge of US remittance and STP procedures
Controlling , training and delegation of Jobs among several processors and checking/ signing of the vouchers.
Maintaining Interest Rates & Facility limits of borrowal Accounts
Customer Servicing, cross selling of Bank’s products
Technical aspects of Banking softwares - Mosaic, Phoenix Banking systems and problem solving coordinating with Head Office Departments for smooth flow of Branch work.
Winner of Inter-branch Competition on Banking knowledge conducted by CBD Training Department in 2005.
Winner of Award for the best staff of the Branch during 2005
Experience of servicing Corporate and High Net Worth Western and UAE Private Clients
Managed a Team of 6 Tellers& 3 Back office staff, 2 ATMs
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Participated in the following projects
1.Remittances Re Engineering
2.Risk Management
3.ISO 9002Certification project as a Branch Coordinator an ISO auditor
4.Team leader of the highest volume branch when the Bank shifted to new Phoenix Core Banking system while assisting System programmer for developing Operations Software logic and testing of software.
5.Associated with the Strategic Planning Department of the Bank for 3 years with several Business Process Re engineering projects
6.Participant of McKinsey BPR project in CBD
OPERATIONS
Cash and Cash management, payment of cheques
Safe Deposit Lockers
Verification of entries posted by Clerks
Supervision of staff
Fund Transfers and interbranch transfers
Clearing
CUSTOMER SERVICE
Opening of accounts
Handling of Customer complaints
ACCOUNTS
Balancing of GL accounts, reconciliation of inter branch and HO entries.
Reports to Head Office and Central Bank
CREDIT
Handled Credit appraisal, proposal writing, balance sheet analysis, review/renewal of limits
BILLS
Discounting / Collection of Cheques / Bills
TRADE FINANCE
Issue, Payment of L/Cs, Discounting of Bills against L/C s, Pre / Post shipment Credits
International TT remittances, Testing of Telex messages
GUARANTEE
Issue and follow-up of Bank Guarantees
MAJOR ACCOMPLISHMENTS
Held independent charge of various departments, supervised a staff strength of 20, worked as Officer-in-charge of an Extension Counter, and Second Officer of many branches. Selected as a member of the Total Branch Automation Team to fully computerize Bank's branches
Special Project work undertaken in Superconductivity
82% - distinction subsidiary subjects - Mathematics & Statistics. Won several awards in debating / elocution contests. Secretary of a Nature club.