Manager - Head of Branch Operations
Citibank NA
Total years of experience :30 years, 10 Months
Worked with various Branches; Dubai Main Branch, Al-Wasl Branch, Sharjah Branch, Abu Dhabi Branch, Mussafah Branch, Al-Ain Branch & Deira Branch
Manage & Supervise Branch Operations; Cash & Tellers, Clearing & Back Office, Assisting Customer Service. And Assisting and performing Internal Audit reviews.
Job Description
Managing Branch Operations team; Cash and Tellers, Back office and check clearing, Assisting The Branch Manager in managing the customer service team & assisting the Personal Bankers, Relationship managers and Sales team, Co-ordinate and liaison with other Units and Departments.
Regularly assumes day to day responsibility for all the operational activities within the area of control, greatest strengths in giving attention to detail, ability to think creatively and willingness to cooperate in high-level decision making.
Instrumental in defining, shaping and planning Operational initiatives and managing project deliver either directly or via virtual teams.
The ongoing development in the branch, for process improvement and striving to effectively serve customers, and Training and coaching Branch staff.
Ensuring smooth day-to-day running of the branch flow in terms of proper handling of cash, and tellers, operational and clearing functionalities, adherence to Compliance, Internal Policies - Procedures, Local and US Regulatory Requirements, Opening and closing the Branch and Vault, Security Alarms and Ensuring all related controls & process are strictly followed and maintained, Supervising ATM replenishment and deposit machines under strict controls, Supervising & Authorizing operational Transactions; tellers and clearing transactions
Generating, verifying and Reviewing daily reports, and Ensuring that all branch & ATM GL, Sundry & AR Accounts are balanced and proved on a daily basis, Reviewing and checking daily TOD and returned checks reports, Compliance and Anti money laundering reports for suspicious transaction, unusual transaction movements incoming / outgoing / large deposits and withdrawals, maintaining customer’s source of funds records
Dealing with Central bank, & Handling Cash in and out-flows (Withdrawals & Deposit) between Branches & Central Bank, maintaining branch cash limits & co-ordinating with treasury
Monitor investigate and report any frauds attempts in branches or ATMs.
Audit reviews
Conducting the following Audit reviews:
Conducting the quarterly Branch (Manager Control Assessments) & (Risk and Controls Assessments) reviews
Conducting the Monthly Branch reviews on behalf the Internal Control Unit.
Assist in Conducting the Quarterly Branch Oversight Functions reviews.
Conducting the monthly Branch Operations detailed reviews
• Performing all branch financials and services transaction and all cash related activities.
• Deposits, withdrawal and encashment of cash and checks.
• Receive and send cash to Central Bank and to Branches, Managing branch cash limits.
• Purchase, sale and exchange of foreign currencies.
• Selling and encashment of traveler's checks.
• Issuing Manager Checks, payment orders and Demand Drafts.
• Accepting Telex transfer request and processing them and forwarding the same to the central operations
• Handling ATM related functions, ATM Replenishment's and cash loading, Clearing ATM deposits and Captured cards, Reconciliation of ATM reports, Balancing ATM GL accounts, finding ATM differences and passing rectification entries.
• Marinating cash controls and ensuring all controls, policies and procedures are strictly followed.
• Investigating on any cash differences
.
• Advertise, Promote & Sell all bank products (Accounts, Credit Cards, Loans & Investment.etc) to new & existing customers, & maintain & strengthen their relations with the bank.
• Assess, analyze & construct effective financial plans acceptable to clients, Recommend on best possible return for their capital, supervise & systematize progress on entire portfolio.
• Evaluate client profile & need assessment, generate referrals & commitment strategies.
• Provide customer service to all customers, manage & educate them & ensure their satisfaction.
• Deal with difficult & angry customers, Handle their objection & complains. Identify and solve problems in minimum time frames provide immediate actions & alternate solutions.
• Coordinate with other branches & department & assist senior management in strategic planning.
• Effectively Train colleagues with new product policy change & new promotion.
• Duties include Accounts Opening, Issuing ATM cards, checkbooks, statement & letters.
• Always exceeded the given targets & achieved excellent performance.
• Providing customer service to all customers calling the call Center.
• Attending customer queries on all banking products and services.
• Handling corporate and consumer credit cards and ATM cards issues.
• Providing banking services on funds transfers, all types of loans, online & phone banking, deposits, FX rates, investments and on various other related schemes
• Performing customers financial transactions over the phone, internal transfers and payments.
• Identifying potential customer’s opportunity to deepen their bank’s relationships by selling & cross-selling bank products to new & existing customers.
• Identifying & resolving customers queries & complains in the minimum time frame.
• Evaluate resources available to assist customers and use correct resource.
• Managing customer’s calls and ensuring their satisfaction.
• Ensuring compliance with international banking regulations.
• Handling queries and follow ups quickly and accurately.
Authorization Officer
• Approving or declining card transactions.
• Blocking and unblocking of cards as and when required.
• Assisting customer whenever a manual authorization is necessary
Worked in all collection units (Front end, Mid-Range, Hard Core, recovery & legal unit & Created & handled the skip tracing unit.
Job Description
• Dealing directly with customers through the phone, meeting them personally & Visiting them.
• Inducing Delinquent & Over the limit customers to make their payments on time.
• Dealing with difficult and angry customers, handling their objections and complains.
• Customer education, problem resolution and customer service.
• Making deals with customers & scheduling their payments.
• Presenting the security checks, sending legal notice, Preparing and filing legal actions & police cases against delinquent customers.
• Trace un-contactable & skipped customers in & out of country, locating & contacting them.
• Arranging monthly Written off cases report.
• Always exceeded the performing given targets.
• Effectively trained other colleagues & new employees.
Successfully Completed the Quality Control Project.
Training
Training in University Workshops
DOS, Windows, MS-Office, AutoCAD, FoxPro, Basic, Fortran & Internet