Sheldon Lobo

- Managing partnerships and alliances with merchants in key categories across UAE as well as support all other aspects of Cards Portfolio Management to drive business profitability.
- Managing the existing rewards program from a Business perspective.
- Assisting in launching spend promotions to get Barclaycard on top of wallet, and generate incremental spend and customer engagement.
- Created a process note to incorporate the UAE Central Bank mandated Direct Debit System (UAE DDS) and liaising with support functions on implementation.
- Working with Sales & Distribution channels to develop sales programs to drive acquisition.
- Working continually with Compliance and other relevant stakeholders as such to ensure that Campaigns rolled out are Customer centric and keep up with regulations and the global standard of the Bank.

Integration Team, Retail Banking - Business Performance - HSBC Oman (January to April 2013)
Was deployed on a 4 months assignment within the Business Performance Team, to support the Integration of HSBC Oman with Oman International Bank, a large local bank that HSBC had acquired in Oman.
It entailed streamlining processes, training staff at Branches and Operations. Also, involved promoting the bank’s Digital Channels, testing the functioning of a security device for Online Banking and customizing training manuals for staff.

Debit Cards - Product Management (September 2009 - May 2013)
- Assisted in managing the re-carding project for the entire customer base.
- Streamlined processes related to Debit Cards by continually discussing common Debit Card related discrepancies with functional teams.
- Supported branches, customer service teams, contact center representatives etc with product related discrepancies, from distribution issues to product functions.
- Managed the testing and near implementation of MasterCard SecureCode, an online security feature that was being introduced for Debit Cardholders with the aim to open Internet transactions on Debit Cards.

Business Money Laundering & Compliance Officer (BMLCO) - Cards Product Division (from Oct 2008 - May 2013)
- Managed Anti Money Laundering (AML) for the Business. Involved working closely with the Compliance Department, supporting investigations from UAE Central Bank, Group Compliance, other regulators and also providing guidance to Branch Compliance Officers, Relationship Managers, other Support Functions on CRRT issues, PEP matches and transaction monitoring in line with KYC to ensure that the business operates in a compliant manner. Reviewed and raised SARs (Suspicious Activity Report) appropriately through discussions with Compliance.
- Successfully off-shored the Compliance surveillance process where customers within our database are reviewed in line with sanctions and investigations from local and group regulatory bodies. Involved training and writing a process note for the offshore team. Overview of this task was done on an ongoing basis.
- Uploaded monthly fraud losses on the group’s operational risk database. Tracked fraud trend and discussed corrective action wherever required with the Security and Fraud Risk Team on recoveries and transaction monitoring parameters. Also included reporting operational loss incidents and reviewing related controls to ensure mitigation.
- Conducted thorough risk control assessments (RCAs). Involved reviewing business risks through intense brainstorming with relevant stakeholders to ensure that risks were well identified and appropriate controls were in place.
- Managed audit inspections for the business and ensured satisfactory ratings, no repeat findings and recommendations were implemented within committed timeframes.
- Managed Third Party Suppliers in terms of monitoring SLAs and MI at courier and embossing units. Supported Information Security and Risk reviews (ISR) at couriers, embossing units and exchange houses from a business perspective.

Regional ATM Officer - Cards Product Division (June 2007 - September 2008)
- Handled as part of a team, all ATM Card related disputes and reconciliation of suspense accounts pertaining to ATM Card transactions for the region.
- Managed the UAE Switch desk that mainly involved coordinating with Central Bank on reconciling inquiries from other member banks as well as disputing HSBC customer cases pertaining to the use of UAE network ATMs.
- Investigated tracers forwarded by the Finance Department on any anomalies with regard to suspense account entries pertaining to the UAE Switch network.
- Managed inquiries from branch staff and teams such as Customer Relations and Security & Fraud with regard to customer disputes.

Bayt.com is the single largest online marketplace for the Middle East of global professionals and regional corporates offering end to end recruiting, advertising, and career planning solutions.

- Maintaining customer relationships, through delivering advice and guidance on a range of services. Consult with existing clients in order to review and meet their HR requirements in line with their financial stance.
- Monitoring KPIs of the entire sales team, throughout the company.
- Ensured preventive intervention in problematic instances and accordingly managed clients’ expectations.
- Evaluated surveys to rate customer satisfaction and loyalty, making recommendations to senior management.
- Effected corrective steps in a way that the company’s products evolve in a dynamic market in-synch with industry norms.

- Developed a strong and long-term relationship with new and existing customers. Job entailed, dealing with various types of companies ranging from small, mid level to large organizations in the ME region and also worldwide.
- Negotiated with clients - cross sold or up sold, promoted company products and services most suited to their requirements thereby promoted positive client experiences and motivated repeat client usage.
- Sourced, screened candidates at different career levels across industries.

The company is a “Direct Sales Agent” to leading banks such as ‘Standard Chartered’ and ‘ICICI Bank’ offering financial products such as car loans, home loans and also a certain overdraft facility known as ‘mileage’, a service offered specifically by Standard Chartered to cater to the needs of small sized businesses.
- Analyzed client solvency status and recommended investment options in line with financial objectives.
- Executed all pertinent documentation from Customers.
- Coordinated with the bank’s processing agency and initiated required procedures.
- Sorted client database to categorize the same based on key investment/financial parameters.

Worked in the Trade Services Division.
- Reviewing all trade related documents and scanning these across to the central Processing Centre at Chennai.
- Verifying and inputting records related to Bill of Entries.
- Handling Statutory forms as required by the reserve Bank of India.

Worked in the Funds Transfer Division (Remittances).
- Processing of Inward telegraphic transfers.
- Issuance of Local Currency Pay Orders/Demand Drafts.
- Issuance of Foreign Inward Remittance Certificates.

Worked in the Retail Assets Division.
- Responsible for conducting Mastercard Blacklist checks throughout India on the Bank’s customers applying for Home Loans, Car Loans and Personal Loans.
- Referred to the MasterCard Bank list on a daily basis for information on defaulters.
- Coordinated via e-mail with the branch network throughout India, on the delinquency status of customers applying for loans.