Mohammad Firose Miah
Senior Team Leader, Transaction Services
Abu Dhabi
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Multi-tasking Team Leader well-known for executing successful, new [Type] initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
2
2
Certification
2
2
years of post-secondary education
Work History
Senior Team Leader, Transaction Services
Abu Dhabi Commercial Bank
02.2013 - 08.2025
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Teller
Abu Dhabi Commercial Bank
02.2006 - 02.2013
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances through diligent tracking methods.
- Assisted customers with inquiries, providing excellent service to enhance satisfaction.
- Trained new staff on operational procedures and customer service standards.
- Implemented strategies to reduce transaction errors, improving overall accuracy.
- Monitored daily cash flow, ensuring compliance with financial regulations and policies.
- Developed relationships with customers, promoting loyalty and repeat business initiatives.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Ensured compliance with banking regulations by accurately completing all required reports and paperwork.
- Strengthened customer loyalty with personalized service and attention to detail in transaction processing.
- Improved operational efficiency by organizing teller area for optimal workflow and accessibility.
- Reduced errors in transaction processing by implementing double-check system for large withdrawals and deposits.
- Conducted daily audits of cash drawers to prevent discrepancies and maintain financial integrity.
- Maintained high accuracy in financial transactions, ensuring all cash and documentation were correct.
- Enhanced fraud detection efforts by vigilantly identifying suspicious activities and transactions.
- Improved branch security by adhering strictly to all policies and procedures related to cash handling and fraud prevention.
- Reduced queue times during peak hours with effective cash handling and prompt service.
- Streamlined transaction process, allowing for quicker service and reduced wait times for customers.
- Facilitated introduction of new tellers by mentoring them on bank procedures and customer service excellence.
- Increased customer satisfaction through friendly interactions and resolving issues promptly.
- Enhanced team knowledge by sharing best practices in cash handling and customer service.
- Supported team members during high-volume periods to ensure smooth operations and customer satisfaction.
- Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.
- Executed wire transfers, stop payments and account transfers.
- Counted, verified and handled bank deposits and armored car transactions.
- Monitored and verified suspicious activity on customer accounts.
Foreign Currency Cashier
Al Ansari Exchange
04.2004 - 11.2005
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
Foreign Exchange Dealer
Zenj Exchange Co WLL
Manama, Bahrain
10.2001 - 11.2003
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Identified issues, analyzed information and provided solutions to problems.
- Executed foreign exchange transactions with precision, ensuring compliance with regulatory guidelines.
- Monitored market trends and economic indicators to optimize trading strategies.
- Trained junior dealers on best practices in forex trading and risk assessment methodologies.
Education
MBA - Banking And Project Management
NIBM Global
India 07.2020 - 07.2022
Bachelor of Arts - Social Sciences
National University
Bangladesh11.1998
Skills
- Team Supervision
- Cash Handling
- Technical Support
- Documentation and Reporting
- Client Service
- Mentoring
- Work Planning
- Coaching
- Complaint Resolution
- Shift Scheduling
- Teamwork and Collaboration
- Evaluating Employee Work
- SMART Goals
- Flexible Schedule
- Coaching and Mentoring
- Giving Constructive Feedback
- Key Performance Indicators
- SOP Adherence
- Overseeing Daily Activities
- Effective Communication
- Quality Assurance
- Problem Solving
- Performance Management
- Risk Assessment
- Motivational skills
- Team development
- Influencing skills
- Delegation
- Conflict management
- Change leadership
- Organization strategies
- Work Planning and Prioritization
- Coaching and mentoring
- Staff training
- Complex Problem-solving
- Employee evaluation
- Performance improvement
- Shift scheduling
- Problem-solving
- People management
- Teamwork and collaboration
- Goal setting
- Daily workflow improvement
- Giving constructive feedback
- Analytical thinking
- Complaint resolution
- Quality improvement
- Team supervision
- Key performance indicators
- Overseeing daily activities
- Onboarding and orientation
- Conflict resolution
- Safety processes and procedures
- SOP adherence
- SMART goals
- Staff education and training
- Performance evaluations
- Cash handling
- Verbal and written communication
- Relationship building
- Client communication
- Deadline management
- Employee training
- Risk management
- Leadership
- Process analysis
- Multitasking Abilities
Certification
- Certified Islamic Finance Executive, Ethica
- Certified in Banking Operations, Hong Kong Bankers Institute
- Certified Islamic Banking Executive, ADCB Ambition University
Timeline
MBA - Banking And Project Management
NIBM Global
07.2020 - 07.2022
Senior Team Leader, Transaction Services
Abu Dhabi Commercial Bank
02.2013 - 08.2025
Teller
Abu Dhabi Commercial Bank
02.2006 - 02.2013
Foreign Currency Cashier
Al Ansari Exchange
04.2004 - 11.2005
Foreign Exchange Dealer
Zenj Exchange Co WLL
10.2001 - 11.2003
Bachelor of Arts - Social Sciences
National University