Chadi Halabi

• Enhance online trading platform layout and technical functionality for ADCB Securities customers and provide them with support needed to provide better experience for customers while trading online and to disseminate basic information on online trading platform to new customers.
• Handled support and account management for High-Net-Worth (HNW) clients, ensuring prompt resolution of complex inquiries, trading issues, and service requests.
• Train and supervise customer service team to ensure consistent delivery of high-standard service, aligned with company policies and customer satisfaction KPIs.
• Verify that all fields, equations, and market data are accurate to ensure that all new/existing systems functions of internet trading platforms are running smoothly and as per required.
• Review and sign-off functional specifications for projects and system enhancement requests and supervise user acceptance testing.
• Test all new updates for ADCB Securities online platforms.
• Maintain relevant periodic MIS and reporting by collating data obtained from various sources.
• Design and prepare new reports, analyze trends and deliver this information to management to facilitate strategic decision-making.
• Develop/update customer complaints MIS reports.
• Coordinate with compliance department and Operation Risk team to ensure that all complaints are responded to in timely manner and working to resolve them.
• Organize with relevant teams (Marketing, Legal, Digital transformation) to send all regulatory/marketing communication (SMS & Emails) to clients.
• Act as first point of contact with IT department to resolve any issues that may arise in Brokerage Systems and any of online trading platforms to enable timely resolution or escalation.
• Handle Business Continuity Plan as follows:

I. Update disaster recovery plans for physical locations with critical assets such as data centres.

II. Ensure BCM program implementation and awareness to staff of business unit's business continuity management.

III. Act as contact point between business unit and other recovery teams.

• Monitor status of restoration of critical business processes and report update to business head of crisis management directly.
• Evaluate quality of calls for all employees of ADCB Securities Department including customer service employees and financial intermediaries and ensure that comply with quality service standards.

• Conduct interviews with eligible qualified candidates and handle hiring process.
• Supervise internal and external customer's inquiries and requests accurately and promptly with outstanding level of service.
• Monitor CMS system and generate MIS reports on weekly/monthly basis.
• Recommendations for process development based on customer feedback and analysis.
• Complaint resolution to clients with escalated issues and follow up with further escalated cases.
• Compiling reports on team's performance and customer feedback.
• Supporting management and leading special projects.
• Monitor customer leads requests and forward them to customer service department and sales team.