Branch Operations and Service Manager
Citibank N.A
Total years of experience :21 years, 1 Months
• Managing all Branch Operations and Service teams and activities; Tellers, Back office, Check clearing and Customer service.
• Managing all day-to-day operational aspects of the branch, ensuring smooth functionalities and adherence to Compliance, Internal and global Policies - Procedures, Local and US Regulatory Requirements.
• Managing, monitoring and authorizing all daily operational, financial and service activities and transactions such as;
• Deposits, withdrawals, Manager checks issuance, Loan and Cards payments, loan disbursements, Check clearing, ICCS, fund transfers and travelers' checks.
• Query resolution, Issuance of checkbook & cards, generating statements, bank letters, Demographic changes, Accounts opening, Safe Deposit Boxes, Updating KYC information, Performing Enhanced Due diligence, Obtaining updating FATCA docs, Sanctions Screening, screening remittance requests.
• Sales of insurance plans, credit shields, travel insurance, Monthly payments plans and Investment referrals.
• Generating and Reviewing daily reports and ensuring that all Bank internal and GL accounts are proofed, performing and reviewing Compliance and Anti-money laundering records for suspicious unusual transaction movements and incoming/ outgoing/large deposits and withdrawals.
• ATM & CDM replenishment’s and balancing all related GL account and reconciling any overage or shortage with switch and Central bank claims, Handling and monitoring all Cash movements flow shipments between Branches, ATM's & Central Bank, maintaining the branch cash limits.
• Branch Safety and security Officer; ensuring all related controls & process are strictly followed and maintained, manages the vault, cash, CCTV, silent alarm, Branch premises.
• Instrumental in defining and planning Operational initiatives and managing new projects, and the ongoing development of the Branch process re-engineering and improvement towards automation and digitalization, development of digital records and proofs to replace all the manual calculations. Resulted in coast reduction, more effective zero error standard, high standard of customer excellence.
• Eliminated fraud and operational losses through a strong oversight, monitoring and strict adherence to process & policies, Investigate, rectify and resolve any operational and service issues in branches and ATM's.
• Effectively Performing the following UAE Branches Internal Audit Reviews:
1. MCA (Manager Control Assessments) & RCSA (Risk and Controls Self Assessments).
2. BOF (Branch Oversight Risk and Controls Functions).
3. ICU (Internal Control Unit; Branch and Cash risk reviews).
4. Operations detailed review.
Focused on evaluating business processes and identify key risks and controls, conducting risk-based and branch audits to highlight gaps/concerns to the Senior management, ensure all controls are in place.
• Performing all branch financials transaction and all cash related activities; Deposits, withdrawal and encashment of cash and checks, Purchase, sale and exchange of foreign currencies and travelers’ checks, Issuing Manager Checks, payment orders and Demand Drafts, Accepting Telex transfer request and processing them, Handling Central Bank Cash Deposit, Withdrawals and Cash movements between bank Branches.
• Handling ATM and CDM related functions, Replenishments and cash loading, clearing deposits, and Captured cards, Reconciliation of the reports, Balancing the GL and sundry accounts, finding differences and passing rectification entries.
Developing and cultivating lucrative relationships with new and existing clients through effective communication and exemplary interpersonal skills.
•Using effective sales strategies, evaluating client profile, need assessment, promoting all financial products by maintaining excellent service offering knowledge, strengthening client relationship with the bank, generating referrals.
•Assessing, analyzing and constructing effective financial plans acceptable to clients, recommend on the best possible return for their capital, supervise and systematize progress on the entire portfolio, to achieve excellent performance.
•Promoting, Selling and Cross-selling all bank products to clients, seize opportunities to deepen their bank's relationships.
• Provide effective excellent Phone banking Services and Managing large amounts of inbound and outbound calls in a timely manner, Meet personal/team qualitative and quantitative targets.
• Excellent phone and verbal communication skills, actively listening, Customer focus, identifying customer’s needs, attending their queries on all banking products and services, providing immediate solutions, troubleshoot, Identifying & resolving customers queries, complains and concerns in the minimum time frame, escalating issues to the appropriate bank department and Management.
• Executing banking transactions such as transfers, payments, bookings, Opening additional Accounts.
• Receive acquiring bank, salespeople or merchant’s inquiries and Information by telex, calls & email.
• Assisting customer whenever a manual authorization is necessary, approve declined and Refereed transactions, based on predetermined standards.
• Blocking and unblocking of cards as and when required, monitor any fraudulent and suspicious activities, Evaluate customers' profile and records.
Worked in all collection units; Front end, Mid-Range, Hard Core, recovery & legal unit & the skip tracing unit.
• Inducing Delinquent & Over the limit customers to make their payments on time by Customer education, problem resolution, making effective arrangements with customers & scheduling their payments.
• Presenting the security checks, sending the legal notice, Preparing and filing legal actions & police cases against delinquent customers.
• Tracing non-contactable & skipped customers in & out of the country, locating and contacting them and recover their pending dues.
• Arranging monthly Written off case report, and collection and recovery MIS and reports.
Trade Proficiency & Training in the Computer Courses Module DOS, Windows, MS-Office, AutoCAD & Fox Pro,