Christopher Dsouza
Dubai
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Client Service Manager - Private Banking
Mashreq Bank
10.2024 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Handle and respond to RM requests and client queries related but not restricted to account documentation, account balances, account maintenance activity, statement information, security transfers, security information, general product and/or service information.
- When required, attend client meetings along with RM to provide support to meet client requirements.
- Taking and executing clients’ orders (money market, capital market transactions).Diligent follow up with clients to execute term sheets and other account/trade related documents
- Assist RM in new account opening process –preparation of comprehensive account opening pack for submission to onboarding team post client signature.
- Good understanding of the governing regulatory framework and upholding relevant policies/procedures to mitigate risks; ensuring that the Bank is protected.
- Provide regular updates to RMs regarding clients credit facilities and prepare credit excess reports.
- Process with relevant approval all inward/outward cash and security transfer instructions received from client in conjunction with RM/ Booking Centre/Counterparty and client. Follow up till completion, including trade archival.
Team Leader- Direct Banking Center NEO- Retail Banking
Mashreq Neo
04.2021 - 10.2024
- Track information from various data assignment/MIS consolidations/Publishing reports and data analysis
- Collaborated cross-functionally to tackle and resolve wide-ranging business issues
- Consolidating data and coordinating with stakeholders to prepare management reports and dashboards
- NEO/CASA exception queue management - Outbound Team - Daily distribution on of cases, queue monitoring, day end productivity reports, data analysis, MTD reports, call sampling
- Organized data and documentation to support accurate business forecasting
- Onboarded new hires and mentored each side-by-side to build high-performing team
- Coordinate with complaints team to help analyze cases relevant to our team and improve and reduce the count for future months
- Organized schedules and daily assignments for team, leveraging individual knowledge and strengths to maximize team success
- Assigned projects and distributed tasks to team members as per area of expertise
- Tracked and analyzed reports covering budgets, operational activities and department metrics
- Handle the day-to-day planning, operation and problem-solving of Neo Account activation team
- Create and distribute monthly and annual reports to management regarding team performance
- Contributed to successful quality control initiatives and implemented new strategies to improve employee work
- Maintaining MIS across all activities and sharing with relevant business stakeholders
- Monitoring ONR Rectification on and ensuring remediation is done within agreed timelines
- Sample Check across activities where physical presence is required - Cheque returns/Return kits from Courier/Chub Tracker/Inventory check of tablets
- Monitoring all mailboxes aliased with our unit which includes Funds transfers/AML related queries to ensure cases are actioned within TAT
Senior Internal Controls Officer
Mashreq Bank
03.2018 - 04.2021
- Establish internal controls to mitigate operational risks
- Conduct periodic internal controls and assurance reviews
- Assess ongoing training plans in conjunction with training requirements
- Ensure timely and appropriate closure of audit action items
- Conduct preliminary fraud investigations in conjunction with fraud and investigations unit
- Responsible for conducting Direct Banking Channels Control/Audit reviews in coordination with respective service manager and unit managers
- Track and monitor trends in operational problems encountered and identified, conduct root cause analysis to identify gaps and recommend and implement solutions
- Provide guidance and solutions to Direct Banking Channels management on operational problems encountered by them on a day to day basis
- Creating of SOP'S for new processes and recommend amendments in SOP'S for existing processes based on process changes
- Develop processes to evaluate operational procedures and assure that adequate internal controls in place
- Prepare monthly exception reports for all errors identified during daily checking and assist to close all open items in reports with respective team leaders and unit managers
- Prepare monthly risk assessment reports to reduce exceptions and to assist in monitoring of approx
- 200 calls and evaluate performances of agents with regards to quality of their services and sales techniques - both for inbound and outbound units
Assistant Team Leader / Floor Support Officer
Mashreq Bank
12.2016 - 05.2018
- Worked with customer service to handle escalated customer issues
- Created staff schedules, approved requested time off and updated report
- Managing a team of 12 Emirati Part-timers
- Daily productivity reports and tracking
- Conducting huddles, trainings and call sampling
- Training and development to increase productivity
- Maintaining inbound call center service levels
- Managed team workload to reach targets for specific tasks
- Developed process improvements and offered actionable solutions to correct recurring issues
Senior Personal Banking Adviser- Customer Service
Mashreq Bank
09.2014 - 12.2016
Senior Customer Support Executive
TRG
01.2012 - 01.2013
Accounts & Administrative Executive
OPTIMEDIA
01.2010 - 01.2012
Education
Bachelors -
Karachi University
01.2012
Skills
- MS Office
- Deliver Solutions and Decision Making
- Ability to multitask
- Performance improvement
- Client relationship building
- Customer relations
- Exceptional communication
Languages
English
Urdu
Hobbies and Interests
- Sports
- Music
- Gaming
- Travelling
Personal Information
- Date of Birth: 06/08/90
- Nationality: Pakistani
- Driving License: Light Vehicle
- Marital Status: Married
- Visa Status: Residence
Timeline
Client Service Manager - Private Banking
Mashreq Bank
10.2024 - Current
Team Leader- Direct Banking Center NEO- Retail Banking
Mashreq Neo
04.2021 - 10.2024
Senior Internal Controls Officer
Mashreq Bank
03.2018 - 04.2021
Assistant Team Leader / Floor Support Officer
Mashreq Bank
12.2016 - 05.2018
Senior Personal Banking Adviser- Customer Service
Mashreq Bank
09.2014 - 12.2016
Senior Customer Support Executive
TRG
01.2012 - 01.2013
Accounts & Administrative Executive
OPTIMEDIA
01.2010 - 01.2012
Bachelors -
Karachi University
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