Ahmed Osman
Dubai,UAE
Summary
Committed and reliable communicator with excellent organisation and time management skills. Eager to learn and develop industry knowledge to assist and support internal teams and stake holders. Offers creative, innovative mindset to help improve the strategies. Banking professional with proven experience in operations management. Supports teams in strategising, implementing and delivering improved customer and business outcomes. Demonstrates excellent planning and organisation skills to thrive in pressured banking environments.
Reliable Bank Officer with experience in transactions, accounts management and account reconciliation. Manipulates data successfully for enhanced analysis and forecasting. Works with meticulous care and precision to resolve discrepancies for reliable, accurate transactions and reviews.
Overview
9
9
years of professional experience
Work history
Assistant Manager - Digital Support
Emirates NBD Bank, P.J.S.C
Dubai, UAE
02.2024 - Current
- Oversaw daily operations, including TAT and operations flow -handling customers business account opening requests.
- Worked with manager to develop action plans to increase performance and exceed KPIs and acquistion.
- Worked with staff on best practices to achieve optimal productivity.
- Enforced company policies and guidelines at all times.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Acted as point of contact and escalation for complex customer queries.
- Completed opening, restrictions and closing procedures, completing reporting and security tasks.
- Compliance KYC handling and account reviews
- RFIs handling during onboarding journey from all units such as account opening, SDD screening, HRA review and compliance.
- Working as middle office between sales team and operations
- Working closely with back-end team and product owner to provide best enhancement to onboarding journey.
- Acting virtual relationship manager for all business packages during onboarding review stage.
- Attending daily meetings with all stakeholders and workshops subjecting performance, MIS, feedback, and planning
- Working closely with client care support team & call centre to effectively satisfying customer needs and resolving their complaints.
- Presenting continuous and frequent proposals in effort to develop processes and enhance workflow.
- Worked with department heads to determine requirements for procurement activities.
- Testing all possible scenarios during enhancing system flow and ensuring 100% success rate with no failures before sign offs
Senior Officer, Customer Digital Onboarding
Emirates NBD Bank, P.J.S.C
Dubai, UAE
05.2023 - Current
- Compliance KYC handling and account reviews
- RFIs handling during onboarding journey from all units such as account opening, SDD screening, HRA review and compliance.
- Working as middle office between sales team and operations
- Working closely with back-end team and product owner to provide best enhancement to onboarding journey.
- Acting virtual relationship manager for all business packages during onboarding review stage.
- Attending daily meetings with all stakeholders and workshops subjecting performance, MIS, feedback, and planning
- Working closely with client care support team & call centre to effectively satisfying customer needs and resolving their complaints.
- Presenting continuous and frequent proposals in effort to develop processes and enhance workflow.
- Worked with department heads to determine requirements for procurement activities.
- Testing all possible scenarios during enhancing system flow and ensuring 100% success rate with no failures before sign offs
Customer Service Representative
Emirates NBD Bank, P.J.S.C
Dubai, UAE
11.2021 - 04.2023
- Completing customers onboarding journey wherever additional information documentation or clarifications are required to be obtained from customers and provide support to existing clients with standard information and operating procedures and align customers expectation with banks procedure and to liaise with other departments for obtaining necessary information.
- Customer Service Excellence:
- Ensure smooth customer onboarding journey by providing accurate and timely information to respective teams.
- Strive to achieve perfection while obtaining customer documentations and fulfilling onboarding requirements.
- Handling customer's requests and guiding VRM team through account opening process until account is opened successfully.
- Performing account closures based on account review and customer requests.
- Policies and procedures:
- Well conversant with policies and procedures of bank products and services.
- Adhering to legally approved processes and ensuring faster turnaround times.
- Coordination and collaboration with audit team and operational risk review team.
- Products and Processes:
- Ensure complete knowledge on various products and services which are offered by Emirates NBD.
- Set up process flows for account opening and maintenances services.
- Handle all request received through email, BPM and CRM and manage stakeholders [VRMs, Call Centre, Branches, and various departments].
- Liaise with various internal departments with regards to approval process and take issues to logical conclusions.
- Self-Development initiatives
- Attending Customer Service, service excellence workshops.
- Strive career improvement initiatives and setup development plans.
- Monthly alignment meetings to monitor self-development plan and share knowledge.
- Increased existing portfolio by 50% in one year
- Cleared identified root cause of backlog requests by 100% in 3 month
Processing Associate
Emirates NBD Bank, P.J.S.C
Dubai, UAE
04.2015 - 11.2021
- Handling CRM transfer related requests and customer complaints [Recall/Non-Received of funds, TT charges, TT Sent incorrectly].
- Investigating and handling enquiries and complaints raised by branches / business units through emails [Priority banking / Private Banking] .
- VVIP Call back verification Processing for outward payments for ENBD-EI / Cross trainings conducted for ARC AC opening - KYC CDD Operations
- Conducting client verification calls for telegraphic transfers with significant amount.
- Processing Account to Account transfers (ENBD)
- Handling cheque returns, contacting customers and arrange for their collection from branches.
- Gathering VIP customers feedback and conducting surveys for service quality and controls.
- Processing telegraphic transfers with special rates
- Achieving daily processing targets
- Reviewed and submitted applications to management with recommendations.
- Ensuring 100% error free with handling and approving cash transactions
Education
Bachelor Degree in Law - Legal Studies in English
International Academic Qualifications
Canada 10.2023
Bachelor's degree - Legal Studies
Alexandria university - English Faculty of law
Alexandria, Egypt 09/2006 - 05.2010
Skills
- Customer demographics understanding
- Account analysis expertise
- Employee training
- Revenue generation
- Business development expertise
- Employee management
- Financial administration
- Cash handling expertise
- Business development
- Sales strategy familiarity
- Expert in risk management
- Campaign development experience
Languages
English
Fluent
Arabic
Native
Timeline
Assistant Manager - Digital Support
Emirates NBD Bank, P.J.S.C
02.2024 - Current
Senior Officer, Customer Digital Onboarding
Emirates NBD Bank, P.J.S.C
05.2023 - Current
Customer Service Representative
Emirates NBD Bank, P.J.S.C
11.2021 - 04.2023
Processing Associate
Emirates NBD Bank, P.J.S.C
04.2015 - 11.2021
Bachelor Degree in Law - Legal Studies in English
International Academic Qualifications
Bachelor's degree - Legal Studies
Alexandria university - English Faculty of law
09/2006 - 05.2010
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