CHARLOTTE REMEDIOS
Dubai
Summary
12 Years rich experience in Banking Industry including Sales governance, Audit process, Risk management & Banking operation,
Overview
17
17
years of professional experience
Work History
In-flight Coordinator
JET AIRWAYS (I) PRIVATE LIMITED
05.2011 - 12.2011
- Live systems update and validate all required data on the operating system
- Assign crew for duties in accordance with flight time limitation legality, aviation rules and regulations and company standard operating procedures and manuals
- Ensure all Crew members are operating in accordance with the DGCA's regulations
- Monitor and track Cabin Crew movement
- Act on any aircraft delays/diversion/operational changes quickly and efficiently
- Ensure that all flights are crewed to the required levels and will take corrective action for any sickness or operational disruption that may occur
- Maintain overview of the daily operations
- Respond to Crew queries and complaints in a sensitive and equitable manner.
Lead Advisor
HUTCHISON 3 GLOBAL SERVICES PRIVATE LIMITED
07.2007 - 09.2010
- Attend to customer queries/inquires
- Sale of Handsets
- Up sell insurance
- Identify, research, and resolve customer issues using the computer system
- Follow-up on customer inquiries not immediately resolved
- Complete call logs and reports
- Handling customer complaints
- Recommend process improvements.
Sales Governance-Internal Control Officer
MASHREQ BANK
11.2017 - Current
- Responsible for the Risk Control Self-Assessment reviews
- Maintaining and testing BCM for the unit including BIA and BCP
- Conduct frequent reviews and checks to all sales activities to ensure adherence to policies and SOPs
- Implement internal process controls within the unit based on FP&I and Business recommendations on any previous fraud investigation reporting
- To ensure that the sales team adheres to the Lean principals implemented in the Units
- To directly assist unit manager in strategy / policy / process roll outs and any delegated authority
- Regular review & update on SOP's & work instructions for the unit
- Review and recommend changes to operating procedures (where required) to streamline the processes
- Ensure process alignment within sales for quality input of application, smoother flow and ensuring no leakages
- Keep track of all open audit findings and ensure timely closure by the respective unit
- Identify weakness in the effectiveness of controls and key processes and providing appropriate recommendations for improvement to minimize risk and safeguard the Bank's assets
- Monitoring control related trainings such as Fraud awareness, AML & Terrorist
- Ensure effective usage of CRM (Customer Relationship Management Systems) to track and update leads and referrals and complains
- Ensure effective usage of CRM in tracking of sales staff KPAs
- Ensure coordinators are accredited by risk to check the sales controllable rejects upfront
- To ensure fraudulent applications are detected on a best effort basis and highlighted to F&I for further investigations.
Sales Coordinator-Operation Management
MASHREQ BANK
05.2012 - 10.2017
- Reviewing all legal doc and processing to the next level for account opening & bancassurance
- Review and conduct enhanced due diligence on the KYC in accordance with the rules and regulations advised by the Bank's AML / KYC Policy
- To control rejections in application
- Coordinate with sales force & operation in regards with account opening & maintenance
- Support function to sales management & end to end coordination within sales unit & all other units of the bank to ensure smooth day to day function
- To prepare productivity, efficiency, TAT related MISs for sales management decision making purpose
- To collate & coordinate for all Admin & HR related requirements for the unit
- Custodian of office inventories & to record usage of all security items maintained by sales management
- To coordinate with IT in system related issues for the unit
- Suggest process changes and controls for efficiency and better TAT
- Responsible to coordinate for office hygiene and maintenance
- Responsible for office inventories and proper usage.
Education
BACHELOR IN ART - Sociology
Mumbai University
01.2009
DIPLOMA IN INTERNATIONAL AIRLINES & TRAVEL MANAGEMENT -
IITC, Mumbai
01.2006
HIGHER SECONDARY CERTIFICATE-ARTS -
St. Andrew's College, Mumbai
01.2006
SECONDARY SCHOOL CERTIFICATES -
Mary Immaculate Girls High School, Mumbai
01.2004
Skills
- Risk Management
- Audit management
- Risk Assessment
- Business Operations
- Risk Identification
- Internal Controls
- Auditing processes
- Internal Audits
- Compliance reviews
- Quality Control
- Reporting management
- Risk Mitigation
Awards Recognition
- Excellent Quality Controller (Aug -2015)
- Excellent Quality Controller (Sep -2015)
- Sales Support (2017) MASHREQ
- Excellent Support to BCA (2017)
- Consistent Performer (2018)
- Excellent Quality Controller (2018)
- Best Support- Internal Control (2018)
- Exemplary Performer in Sales Support (2020)
- Best Support
- Outstanding Contribution (2020)
- Outstanding Contribution (2021)
Profile
Integrity, Strong work ethic combined with the ability to perform under high-pressure., Resourceful, Team Player and people friendly, Willingness and ability to learn., Good Communication skills, Self Motivated, Pragmatic approach, Spoken & Written, Spoken & Written, Microsoft Word, Microsoft Power Point, Microsoft Excel, UAE Licence, Traveling, Cooking, Movies, Music
Personal Information
- Citizenship: Indian
- Date of Birth: 11/14/88
- Marital Status: Single
Training
- CUSTOMER RELATIONSHIP MANAGEMENT
- SALES & UP SELLING
- AVIENT
- SABRE
- RCSA
- LEAN
- MASHREQ FINANCIAL CRIME RISK CERTIFICATION PROGRAMME (LEVEL 2)
Timeline
Sales Governance-Internal Control Officer
MASHREQ BANK
11.2017 - Current
Sales Coordinator-Operation Management
MASHREQ BANK
05.2012 - 10.2017
In-flight Coordinator
JET AIRWAYS (I) PRIVATE LIMITED
05.2011 - 12.2011
Lead Advisor
HUTCHISON 3 GLOBAL SERVICES PRIVATE LIMITED
07.2007 - 09.2010
BACHELOR IN ART - Sociology
Mumbai University
DIPLOMA IN INTERNATIONAL AIRLINES & TRAVEL MANAGEMENT -
IITC, Mumbai
HIGHER SECONDARY CERTIFICATE-ARTS -
St. Andrew's College, Mumbai
SECONDARY SCHOOL CERTIFICATES -
Mary Immaculate Girls High School, Mumbai
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