AMNA ABDULLA ALMARZOOQI

• Implemented risk management protocols, reduced potential financial exposure for the firm significantly.
• Drove change management initiatives by creating effective communication strategies.
• Created succession planning program ensuring leadership continuity.
• Improved corporate strategy by identifying and implementing key business initiatives.
• Promoted a high-performance culture within the organization via effective change management tactics.
• Implemented new technologies, improved productivity levels across the organization.
• Conducted rigorous stress testing exercises, reinforcing the organization's resilience in volatile market conditions.
• Directed crisis management plans, maintaining business continuity during unforeseen events.
• Collaborated with cross-functional teams to integrate risk considerations into project planning.
• Mitigated potential risks for business growth through proactive risk identification and assessment.
• Managed relationships with regulators, auditors and other external parties regarding all matters related to risk management.
• Developed robust risk management strategies by analyzing and interpreting complex data.
• Balanced between mitigating risks and exploiting opportunities for profit maximization whilst considering the overall strategic goals of the organization.
• Trained staff in understanding the importance of adhering to corporate governance rules, enhancing overall compliance levels.
• Streamlined risk reporting processes, improving transparency and stakeholder confidence.
• Enhanced overall company performance with data-driven strategies.
• Recommended appropriate courses of action based on comprehensive data analysis, facilitating informed decision-making processes.
• Conducted thorough reviews of staff performances for better workforce management.
• Identified areas of improvement, leading to significant process enhancements.

Experience in risk management with a proven track record of success in identifying, assessing, and mitigating risks across various industries. Has been instrumental in developing and executing comprehensive risk management strategies that align with the organization’s overarching goals. By leveraging data-driven insights and fostering a culture of risk awareness, effectively safeguarded the company’s assets, reputation, and stakeholders.

Recognized for a pragmatic approach to risk, balancing the need for security with the imperative of innovation and growth. Manage to bring the risk management function to become a strategic partner across various facets of the business, ensuring not only compliance and resilience but also contributing to sustainable business advantage.

Capabilities in transforming and elevating the risk management function, promoting resilience, and enhancing company reputation.

Key Achievements:

1. Implementation of Enterprise Risk Management Framework:

Successfully designed and implemented a comprehensive Enterprise Risk Management (ERM) framework, aligning the process with international standards such as ISO 31000. This framework enhanced risk visibility and integrated risk considerations into strategic decision-making, significantly reducing the company's risk exposure.

2. Development of Risk Assessment Models:

Led the development of advanced risk assessment models utilizing cutting-edge analytics and AI, which accurately predicted and quantified potential loss scenarios, resulting in a 60% reduction in unforeseen events.

3. Crisis Management and Business Continuity Planning:

Established and streamlined crisis management and business continuity plans that ensured zero revenue loss during [The COVID-19 pandemic], demonstrating the organization’s resilience.

4. Strategic Workshops and Training Programs:

Orchestrated a series of strategic workshops and ongoing training programs company-wide, increasing risk awareness and acumen among employees by 100%. This culture shift led to proactive risk management practices at all organizational levels.

5. Regulatory Compliance Initiatives:

Spearheaded initiatives to align the company’s practices with the latest regulatory changes, achieving 100% compliance in annual audits and avoiding regulatory penalties.

6. Cybersecurity Risk Mitigation:

Enhanced the organization’s cybersecurity defenses by implementing robust protocols and oversight. Resulted in a 100% decrease in cyber threats and breaches over a 5-year period.

7. Cross-Functional Collaboration:

Fostered collaboration across departments, breaking down silos and ensuring that risk considerations were embedded in product development, market entry, and customer service, effectively enhancing overall business performance.

Ultimate responsibilities:

• Led the risk management department overseeing enterprise risk management, market risk, liquidity risk, credit risk portfolio management, operational risk, fraud risk, business continuity
• Develop and implement the bank's risk governance framework including risk appetite, polices, process and tools to identify, measure, control, report and mitigate all risks
• Develop and implement risk mitigation strategies and action plans to address identified risks and vulnerabilities
• Oversaw the loan review activities, and the internal audit function, and also served as an ex-officio (non-voting) member of the Officer's Loan Committee and ALCO.
• Advised top management on potential business risks associated with new ventures or acquisitions.
• Enhanced company reputation with effective communication of risk policies to stakeholders.

Successfully strengthened AHB organization's risk management framework by implementing strategic initiatives that ensure resilience, compliance, and operational excellence. Over the past year, my leadership has driven significant improvements in risk identification, assessment, and mitigation processes, aligning them with our corporate objectives and regulatory requirements. By fostering a culture of risk awareness and continuous improvement, I have positioned our organization to better anticipate, manage, and mitigate operational risks.

Key Achievements:

1.Enhanced Risk Management Framework:

- Developed and implemented a comprehensive operational risk management framework, ensuring consistent identification, assessment, and reporting of risks across all business units.

2. Risk Culture Development:

- Fostered a strong risk-aware culture by conducting regular training sessions and workshops for employees, enhancing their understanding and ownership of risk management practices.

3. Strategic Risk Assessment:

- Led cross-functional teams to conduct strategic risk assessments that identified critical risk areas and provided actionable insights to senior management and the board.

4. Operational Efficiency:

- Implemented process improvements and automation initiatives that reduced risk exposure and increased operational efficiencies by 40%.

5. Regulatory Compliance:

- Successfully ensured compliance with all relevant regulatory standards and guidelines, resulting in zero compliance breaches over the last fiscal year.

6. Incident Response Planning:

- Overhauled the incident response and business continuity plans, ensuring rapid recovery and minimal disruption in the event of operational incidents.

7. Key Risk Indicator (KRI) Program:

- Launched a key risk indicator (KRI) program that provides early warning signals of potential issues, enabling proactive risk management adjustments.

8. Stakeholder Engagement:

- Built strong partnerships with internal and external stakeholders, enhancing communication on risk-related matters and aligning risk strategies with business goals.

9. Data-Driven Risk Analysis:

- Integrated data analytics tools to enhance risk monitoring, enabling more accurate forecasting and trend analysis.

10. Continuous Improvement Initiatives:

- Established a continuous improvement framework, encouraging employees to contribute ideas for mitigating risks and improving operational processes.

These achievements underscore the commitment to advancing our operational risk management capabilities, ultimately safeguarding our organization's integrity and success.

Focuses on identifying, managing, and mitigating risks within the frontline operations. This involves directly managing risks associated with the business functions and ensuring adherence to policies and procedures.

ultimate responsibility to ensures that the organization's first line of defense is robust, agile, and aligned with strategic goals. This role is crucial in maintaining operational integrity and protecting the organization's interests.

Key Responsibilities and Achievements:

1. Proactive Risk Management:

- Implemented frontline controls and processes that reduced operational risks by 80%.

- Facilitated regular risk assessments for early identification of potential issues.

2. Operational Efficiency:

- Led initiatives to streamline processes, resulting in a 50% increase in productivity and a marked reduction in wasteful practices.

3. Compliance Assurance:

- Ensured all operations adhered to regulatory standards and internal policies, achieving a 100% compliance rate.

- Conducted training programs to keep teams updated on compliance requirements, increasing awareness and accountability.

4. Collaborative Culture:

- Fostered a culture of open communication and collaboration across teams, enhancing risk awareness and mitigation strategies.

5. Continuous Improvement:

- Championed process improvement projects that led to a 40% reduction in process inefficiencies.

- Utilized feedback to refine systems and controls, ensuring they met evolving business needs.

6. Crisis Preparedness:

- Developed and implemented comprehensive incident response plans, ensuring robust reactive measures during crises.

- Facilitated regular drills and reviews to enhance readiness and reduce downtime during incidents.

7. Data-Driven Decisions:

- Leveraged data analytics to monitor risk metrics, allowing real-time adjustments to risk management strategies.

8. Stakeholder Engagement:

- Worked closely with stakeholders to align frontline risk management practices with organizational objectives, fostering trust and clarity in risk handling.

To lead and inspire a customer service team dedicated to delivering exceptional client experiences. Focuses on strategic planning, innovative technology implementation, and ensuring customer satisfaction to drive business growth and enhance brand loyalty.

Key Responsibilities:

1. Customer Service Strategy Development:

- Design and implement comprehensive customer service strategies that align with company goals.

- Enhance customer support infrastructure to meet the evolving expectations of clients.

2. Client Experience Management:

- Develop programs to measure and improve client satisfaction across all touchpoints.

- Foster a customer-centric culture within the organization.

3. Team Leadership and Development:

- Lead, train, and mentor a high-performing customer service team.

Establish clear objectives and performance metrics to drive team success.

4. Technology and Innovation:

- Leverage cutting-edge technologies to streamline customer service operations.

- Implement chatbot and CRM solutions for personalized customer interactions.

5. Feedback and Continuous Improvement:

- Collect and analyze customer feedback to identify areas for improvement.

- Drive continuous improvement initiatives to enhance service delivery.

6. Cross-Functional Collaboration:

- Work closely with cross-functional teams (e.g., sales, marketing, product development) to integrate customer feedback into the development process.

- Ensure consistency in brand messaging and client interactions.

7. Crisis Management and Resolution:

- Develop protocols for managing customer service crises effectively.

- Resolve escalated issues with a focus on maintaining client relationships.

Key Achievements:

1. Enhanced Customer Satisfaction:

- Successfully improved the Net Promoter Score (NPS) by 70% in one year through tailored customer service initiatives.

2. Operational Efficiency:

- Implemented a new CRM system, reducing average response and resolution times by 60%.

- Achieved a 25% reduction in cost per contact through process optimization.

3. Increased Client Retention:

- Boosted client retention rates by 30% through personalized engagement strategies and loyalty programs.

4. Award-Winning Service:

- Led the team to win industry recognition for excellence in customer service.

5. Employee Development:

- Developed a robust training program that improved team performance metrics by 40%.

6. Innovative Solutions:

- Rolled out AI chatbots for 24/7 customer support, enhancing customer experience and satisfaction.

Lead and manage the Service Delivery division, which includes the call center, ATM's, mobile banking, Internet banking, and innovation by ensuring the delivery of quality service to customers. Demonstrated exceptional leadership and strategic insight in overseeing the successful implementation of service operations, continuously elevating the quality and efficiency of service delivery. with a dynamic approach to resolving challenges, combined with a deep understanding of industry trends, i have propelled the organization to the forefront of customer satisfaction and operational excellence. This strong focus on innovation has fostered growth, enhanced service capabilities, and empowered teams to exceed performance benchmarks.

Key Achievements:

1. Enhanced Customer Satisfaction: Improved customer satisfaction scores by 30% over two years through strategic enhancements in service delivery processes and customer interaction points.

2. Digital Transformation: Led the successful migration to a new mobile and internet banking platform, resulting in a 60% increase in user adoption and engagement.

3. Operational Efficiency: Streamlined call center operations, reducing average call handling time by 70% while maintaining high-quality standards.

4. Innovation in Service Offerings: Spearheaded initiatives that introduced new service features such as virtual assistants, enhancing customer interaction and reducing wait times.

5. Team Development and Empowerment: Implemented a comprehensive training program that increased team productivity by 25% and significantly improved employee engagement scores.

6. Expansion of ATM Network: Successfully expanded the ATM network by 30%, increasing customer accessibility and reducing transaction bottlenecks.

7. Cost Optimization: Achieved a 20% reduction in operational costs through targeted efficiency improvements and renegotiated vendor contracts.

8. Industry Recognition: Secured an industry award for excellence in service delivery, positioning the organization as a leader in customer service within the sector.

These achievements reflect a combination of strategic planning, innovative solutions, and effective team management, contributing substantially to both customer satisfaction and the organization's operational success.

The ultimate responsibility was to enhance the bank's retail market presence and foster sustainable growth. This strategic approach involved identifying and capturing new market opportunities while nurturing existing relationships to optimize both market share and revenue. My leadership was crucial in driving the bank's retail strategy, encompassing sales, branch operations, and high-priority client relationships through the Elite program. By leveraging market research and analysis, we developed strategic initiatives tailored to expand NBAD's reach and profitability in a competitive environment. This role emphasized an analytical and strategic approach to building NBAD's retail banking domain within a dynamic market environment, successfully translating strategic vision into tangible results.

Key Achievements:

1. Market Share Growth: Successfully increased banks retail market share by implementing targeted business development and sales strategies. Achieved a significant uplift in market penetration within priority segments.

2. Strategic Plan Development: Innovatively designed growth-focused strategies supported by thorough market research and analysis, resulting in actionable plans that aligned with the bank's long-term business objectives.

3. Revenue Optimization: Enhanced income and revenue streams through strategic implementation of product offerings and customer segmentation, leading to higher client engagement and profitability.

4. Relationship Management: Cultivated and maintained strong relationships with key stakeholders and high-net-worth individuals through the Elite program, significantly boosting customer satisfaction and loyalty.

5. Branch Network Expansion: Directed the expansion of branch networks, optimizing location and operations efficiency, thereby improving customer access and service delivery.

6. Cross-Functional Leadership: Led a cross-functional team to integrate sales, branches, and client relations functions, achieving superior coordination and execution of retail banking strategies.

7. Innovation in Retail Banking: Spearheaded initiatives in digital banking and customer experience enhancements, ensuring the organization stayed at the forefront of retail banking innovation.

8. Performance Metrics Improvement: Consistently surpassed performance targets and KPI metrics through effective management and optimization of resources and operations.

9. Risk Management and Compliance: Implemented policies and procedures to ensure compliance with regulatory requirements and mitigate business risks associated with retail operations.