Ahmed Adel Dawood
Dubai
Summary
Experienced senior banking professional with over 25 years in retail banking, specializing in operation management, client servicing, business development, and team management. Proven track record in driving customer growth, ensuring operational objectives, and compliance with regulatory standards. Effective in building relationships, problem-solving, and delivering exceptional customer service. Skilled in sales, leadership, strategic planning, and negotiations. Fluent in Arabic and English with advanced proficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Head of Underwriting and Operations
Sulfa ( سلفه)
05.2024 - Current
- Lead and manage all facets of the Loan Servicing unit, ensuring accurate and timely registration of loan transactions—including new loans, renewals, modifications, and extensions—within the fintech platform LMS. Oversee the accurate posting of all related financial transactions.
- Implement effective quality control measures to ensure the precision of “high-risk” fields across all booked transactions.
- Supervise comprehensive loan servicing functions, ensuring efficient and accurate processing of loan payments, payoffs, advances, maintenance tasks, index and interest rate adjustments, adjustable-rate loan servicing, generation of payoff letters, satisfaction of collateral documentation, partial release processing, maintenance of loan general ledgers, and generation of loan statements and notices. This includes managing non-accrual and charge-off loans, as well as monitoring special loan terms.
- Ensure timely servicing of all loan accounts, with an emphasis on disbursements and general ledger (GL) analysis for consumer loans.
- Oversee servicing for consumer lending products, including personal finance loans and salary advances.
- Collaborate closely with the Compliance Department to coordinate regulatory processes, ensuring adherence to CBUAE regulations, Credit Bureau Reporting standards, periodic statements, payment practices, and addressing customer complaints, requests, and payoffs.
- Continuously evaluate operational processes and leverage new technologies to streamline operations, enhancing efficiency and excellence in loan processes.
- Manage the implementation of new products or initiatives within the unit, ensuring compliance with established policies and procedures.
- Supervise all audits and examinations related to the unit, ensuring full adherence to Fintech policies and regulatory requirements.
- Regularly update policies and procedures impacting the unit, reviewing critical loan operational processes to maintain high standards of quality and efficiency.
- Take on additional Loan Operations duties as directed by management, and prepare various reports as required.
- Foster a motivating and engaging work environment, inspiring commitment, integrity, and positive cultural values within the team.
Loan Operations Manager
Innovation Group
07.2022 - 05.2024
- Loan Servicing Management: Oversee the end-to-end loan servicing process, ensuring accurate and timely handling of all loan transactions, including new loans, renewals, modifications, and extensions. Verify that all financial postings related to these transactions are correctly recorded in the Loan Management System (LMS).
- Quality Control: Implement quality assurance measures to verify the accuracy of critical data fields for all booked transactions, with a focus on minimizing errors in high-risk fields.
- Loan Processing Oversight: Manage loan payment processing, payoffs, advances, maintenance tasks, interest rate adjustments, and generation of payoff letters. Ensure efficient servicing of adjustable-rate loans, collateral documentation satisfaction, partial releases, maintenance of loan general ledgers, and generation of customer statements and notices.
- Disbursements & Reconciliation: Ensure timely servicing and reconciliation of loan accounts, including disbursements and analysis of general ledgers (GLs) for consumer loans.
- Consumer Lending Products: Oversee servicing for various consumer lending products, such as personal loans and salary advances, ensuring compliance with organizational and regulatory standards.
- Compliance & Regulatory Coordination: Collaborate with the Compliance Department to maintain adherence to CBUAE regulations, including oversight of Credit Bureau Reporting, regulatory statements, payment practices, and handling customer complaints and information requests.
- Operational Process Improvement: Continuously evaluate and improve operational processes, identifying areas for efficiency and implementing technological solutions to streamline loan servicing functions.
- Project Management: Support the launch of new loan products or service initiatives, ensuring all relevant policies and procedures are observed and integrated into the loan servicing workflow.
- Audit and Compliance: Oversee audits and examinations related to loan operations, ensuring compliance with company policies and regulatory requirements.
- Policy and Procedure Maintenance: Regularly review and update loan servicing policies and procedures, ensuring they reflect current regulatory requirements and operational best practices.
- Team Leadership: Lead, mentor, and motivate the Loan Operations team, fostering a culture of accountability, quality, and customer service excellence. Provide training and development opportunities to enhance team capabilities.
Loan Credit Manager
FTF Finance
11.2021 - 07.2022
- Credit Assessment: Analyze financial data and credit reports to assess the creditworthiness of loan applicants.
- Eligibility Evaluation: Evaluate applicants' financial history, payment behavior, and debt-to-income ratio to determine loan eligibility.
- Risk-Based Recommendations: Recommend loan approval or denial based on a comprehensive risk assessment and evaluation of creditworthiness.
- Portfolio Monitoring: Monitor and review existing loan portfolios to manage credit risk effectively and identify potential issues proactively.
- Risk Evaluation: Assess loan applications and credit reports to determine the level of risk associated with extending credit to applicants.
- Informed Decision-Making: Evaluate factors such as income stability, employment history, and collateral to make informed decisions on loan approvals.
- Loan Terms Determination: Set loan terms, interest rates, and conditions based on the risk assessment to align with the company’s lending policies.
- Regulatory Compliance: Collaborate with loan officers and other stakeholders to ensure all lending practices adhere to regulatory requirements and company policies.
Relationship Officer (Personal Finance)
Emirates Islamic Bank - Emirates NBD
02.2021 - 07.2022
- Maintain effective communication with Credit Management and Sales teams to ensure smooth personal finance operations.
- Develop and uphold quality assurance protocols in line with industry standards.
- Enhance operational efficiency by optimizing processes to increase internal capacity.
- Ensure compliance and timeliness in operations, aligning with Central Bank regulations and bank policies.
- Oversee client applications, assessing credibility and worthiness.
- Manage data collection for operational metrics to meet productivity targets, reduce errors, and improve customer service.
- Collaborate across departments to refine proprietary tools and ensure compliance with Credit and Compliance teams.
- Conduct proactive audits to identify weaknesses in processes and documentation.
- Oversee the Internal Control Program, promoting compliance with risk-mitigating policies and driving continuous improvement.
- Work with executives on process improvements and risk mitigation within business units.
- Coordinate with auditors, ensuring effective communication and addressing any issues identified.
Relationship Manager
Noor Bank
07.2018 - 06.2019
- Manage a portfolio of large and medium client accounts both corporate as well as individual.
- Develop new customer relationships adhering with seat guidelines of Relationship Manager Business Development.
- Directstrategicallycustomersupportingcampaignmanagementandmarketingoperations.
- Report existing and future brands leveraging centralized relationship database.
- Study and learn marketing strategies and execute streamlined marketing operations solutions throughout agencies along with operational vendors.
- Perform with technical Lead to convey customer needs, establish priorities and manage internal database performance of delivery resources.
- Maintain And manage regular contact with customers to ensure Client Due Diligence (CDD) along with Investment Profile is in progress and show any changes in background accordingly.
- Head responsibility to exceed business objectives, customer service satisfaction and account profitability.
- Attain or exceed objectives for current account revenue and up sell more opportunities to be created from new services and products.
- Conduct additional transactions in current and new client segments.
- Ensure to conform to entire Client Due Diligence(CDD) needs from SCSI SCOBY for prospective and existing clients.
- Negotiate Contracts with customers working professionally with sales management,
- Formulate solutions to respond to identified needs as well as sell-in recommendations for extra work.
Relationship Manager
Abu Dhabi Islamic Bank
06.2017 - 07.2018
- Responsible for generating new business, by identifying new opportunities and working towards expanding clientbase.
- Managed newlyinitiated client accounts, as well as maintained current client portfolio.
- Create and enforce plans that will help meet the needs of customers
- Build long-term relationships with clients and customers
- Work quickly to address and resolve customer issues
- Notify the sales team of new sales and cross-selling opportunities
- Become familiar with the competition to stay ahead of them
- Encourage high-sales and good customer service practices
- Create strategies and work with clients to boost their brand
- Help promote and maintain a positive bank image
Senior Financial Consultant
Self Employed
07.2014 - 06.2017
- Mentored junior consultants, promoting a culture of continuous learning and professional development.
- Conducted in-depth market research and analysis, identifying new investment opportunities for clients.
- Increased client satisfaction by providing expert financial advice and personalized investment strategies.
- Negotiated favorable terms with vendors and suppliers, reducing overall expenses for the firm.
- Implemented risk management strategies to protect clients'' assets and minimize losses during market fluctuations.
- Optimized portfolio performance by regularly reviewing investments and adjusting allocations based on market conditions.
Branch Manager
National Bank of Kuwait (NBK)
09.2012 - 06.2014
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Spearheaded the management of the South Hawally branch, overseeing all aspects of branch operations to ensure profitability and financial control over sales transactions.
- Established and optimized systems and processes to drive operational efficiency and profitability, implementing rigorous financial controls across all transactions.
- Excelled in client relationship management, handling all client accounts, maintaining top-notch client interactions, and developing comprehensive customer relationship records. Provided personalized service to VIP and special-case clients, ensuring high levels of satisfaction and loyalty.
- Led internal operational management, ensuring the branch met its operational goals through robust control over all activities.
- Oversaw full branch maintenance and security protocols, including premises upkeep, equipment management, public notices, advertising materials, and staff adherence to security policies.
- Conducted targeted sales calls across diverse customer segments and developed settlement sheets to streamline sales and transaction processes.
- Maintained precise inventory tracking and target achievement, utilizing the Oracle system for data entry and reporting, while coordinating with internal and external auditors for compliance.
- Monitored and reported on all maintenance activities within the branch to uphold operational standards.
- Managed, coached, and developed the branch team, fostering a high-performance culture focused on achieving operational excellence and customer satisfaction.
Operations Manager
National Bank of Kuwait (NBK)
03.2007 - 12.2009
- Oversaw and controlled all branch cash and non-cash transactions, including monitoring ATM operations, card issuance, and checkbook management.
- Conducted thorough audits on branch cash, open accounts, and internal processes, ensuring compliance with all regulatory standards.
- Reviewed daily activities and branch reports, supervising daily operations to maintain a smooth and efficient workflow.
- Established and enforced robust policies and procedures to drive the branch’s growth and operational excellence.
- Developed and mentored the banking operations team, building a competent and effective workforce.
- Directed centralized banking processes to ensure accuracy, accountability, and adherence to procedural standards.
- Formulated and implemented a long-term business plan to support sustainable operations.
- Secured client data through stringent access control and verification protocols, protecting against unauthorized access and fraud.
- Developed contingency plans to safeguard business continuity in case of crises that could lead to financial loss.
- Collaborated with cross-functional leaders to refine banking practices and enhance operational success.
- Monitored transaction processing standards, recommending workflow adjustments for improved efficiency.
- Maintained strong cash management practices and ensured seamless clearing operations.
- Acted as custodian for the main vault, safe custody items, traveler’s cheques, drafts, and cashier’s orders.
- Ensured efficient ATM functionality and maintenance to support customer access and service.
- Conducted maker-checker reviews on back-office transactions and oversaw sundry/suspense account management.
- Coordinated with Treasury on branch funding, borrowing positions, and other financial matters.
- Enhanced customer satisfaction by ensuring high service standards across all bank offerings.
- Consistently met or exceeded monthly and annual targets, driving growth in credit cards, new accounts, salary transfers, loans, cross-sales, and service quality.
Relationship Officer
National Bank of Kuwait (NBK)
12.2006 - 03.2007
Senior Teller
National Bank of Kuwait (NBK)
01.2004 - 07.2006
Teller
National Bank of Kuwait (NBK)
04.2003 - 12.2004
Education
Bachelor of Business Administration -
Arab Academy for Science Technology & Maritime Transport
Alexandria, Egypt01.2001
Skills
- Process improvements
- Financial Reporting & Analysis
- Customer Relationship Management
- Key Modules
- Client Relationship Management
- Product Development
- Staff Development & Training
- Business Management
- Relationship Building
- Business Marketing
- Business Intelligence
- Quality Assurance
- Financial Analysis
- Selling
- Budgeting
- Team building
- Analytical
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
Certification
- Managing the NBK Customer Experience, National Bank of Kuwait, 01/01/01
- Branch Manager Workshop, National Bank of Kuwait, 01/01/01
- Branch Operation Officer Work Shop, National Bank of Kuwait, 01/01/01
- Branch Operations Aspects Program, National Bank of Kuwait, 01/01/01
- Relationship Officer Workshop, National Bank of Kuwait, 01/01/01
- Kuwait Stock Exchange Education Program, Kuwait Institute of Banking Studies, 01/01/01
- Service Quality, National Bank of Kuwait, 01/01/01
Languages
Arabic
English
Timeline
Head of Underwriting and Operations
Sulfa ( سلفه)
05.2024 - Current
Loan Operations Manager
Innovation Group
07.2022 - 05.2024
Loan Credit Manager
FTF Finance
11.2021 - 07.2022
Relationship Officer (Personal Finance)
Emirates Islamic Bank - Emirates NBD
02.2021 - 07.2022
Relationship Manager
Noor Bank
07.2018 - 06.2019
Relationship Manager
Abu Dhabi Islamic Bank
06.2017 - 07.2018
Senior Financial Consultant
Self Employed
07.2014 - 06.2017
Branch Manager
National Bank of Kuwait (NBK)
09.2012 - 06.2014
Operations Manager
National Bank of Kuwait (NBK)
03.2007 - 12.2009
Relationship Officer
National Bank of Kuwait (NBK)
12.2006 - 03.2007
Senior Teller
National Bank of Kuwait (NBK)
01.2004 - 07.2006
Teller
National Bank of Kuwait (NBK)
04.2003 - 12.2004
Bachelor of Business Administration -
Arab Academy for Science Technology & Maritime Transport
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