Ismail M. Omar

Over seeing the pirority and private banking middle office Team, and function which include :

- Investment orders screening and processing toward excusion b tresury team.

- Acting as IPO's Center for pirority and private banking.

- Responsible to the levarage position monitoring and clearing any margin call or liqudation action via bank process.

- Working with product Team toward enhancing Department AUM.

- Working with Digital team aiming toward process and functions automation.

• Responsible for operational unit functions, including planning, daily monitoring, and optimizing short- and long-term business activities
• Work with all the organization’s stakeholders to set action plans to improve the profitability and quality of products and services
• Officer In-charge of Leverage products, Mutual Funds & Other Investment
• Log trade entry, and start monitoring the position performance
• Conduct and coordinate trade with the treasury team
• Coordinate with risk management on the daily monitoring and highlight any breach to the approved leverage products LTV
• Execute Mutual funds Settlements with third party dealers & bank treasury
• Liaise Mutual funds corporate action between Fund House, fund distribute, in house product & Treasury Teams
• Assist Product Team with Monthly, Quarterly, and Yearly Products Performance reviews
• Leading wealth Management officer of Liquidations / Margin Calls Execution
• Assist the Risk and Governance team with the implementation of the new bank, Central Bank, and ESCA regulations
• Staff in Charge of managing private, priority Clients, complaint unit & central bank complaints, and escalations
• Part of the ADIB Wealth Management Automation project aims to deliver an automated platform that allows clients direct/real-time dealing
• Assigned as the department Business Information Security Officer.

• Assess and monitor performances with metrics such as calls queue, waiting and abandoned calls, etc
• Devise ways to optimize the overall contact center service level
• Track and highlight issues affecting call center performance
• Recruit new employees and provide them with training and orientation
• Motivate and encourage agents through positive communication and feedback
• Prepare performance reports for management review
• Ensure administrative bookkeeping is accurate
• Seek new ideas and strategies to improve the contact center’s overall performance.

• Answered inbound calls professionally and in a timely manner
• Manage outbound calls as needed
• Verifying customer information
• Guide clients with their inquiries for different account types (Gold, diamond, and privilege)
• Cross-sell bank products and open accounts
• Processing forms, orders, and applications requested by customers in accordance with standard operating procedures
• Investigate, identify and resolve customer complaints using the appropriate software
• Support other team members at the call center with their tasks such as Back office and operations as well as the team leaders.