Mohammed Naimath

• Priority Banking manages affluent customer relationships, providing a full range of products and services to meet their needs Priority Banking is a unit within the Retail Banking division and manages ~51k priority banking customers.
• The Priority Banking division consists of one segment with names Affluent Banking, Signature Banking, Executive Banking & Emerging Banking. The Vice President-Head of Operations and Governance is responsible to drive projects and initiatives across all Sub-Segments across Priority Banking which has ~105 RMs & ~65 CSRs among other units within PRB Central team. The total branches now under priority banking service coverage is in 67 locations
• In addition, the unit is also responsible for providing decisions on process related matters, guidance on operational issues, compliance support and system related developments. In compliance support out of ~51k priority banking customers ~23k (45%) falls under the review and support process

Responsibilities:

The incumbent will be responsible for:

• Manage a sub-team of Operations and Governance also Compliance Support team towards operation, projects, process and compliance support productivity / performance.
• Remain as a single point interface from priority segment for projects, Consumer Protection Rights (CPR), BPM, Finacle, Exceptional Process, set of Advance Analytical process in PRB, Compliance support Team set-up, Virtual Relationship Manager (VRM)
• Ensuring efficiency of Business Process & Improvements specific to priority banking segment
• Providing decisions / guidance on Operational & Compliance related matters
• Oversee activities and monitor functioning of Central Support team.
• Remain as a single point interface from priority segment for investigations in relation to Legal/Fraud Cases
• Provide requirements on behalf of priority business & review the progress of system developments ensuring the interests of the PRB business and its customers.
• Remains as a SPOC for reporting all the risk events from all PRB centers and Coordinates with risk for effective management of those.
• One point contact from PRB business towards ensuring business continuity (BCP) in line with the established Business contingency plan.
• One-point operational interface contacts for segment.

About Priority Banking:

• This unit will cater to a distinguished range of the mass affluent and offer a wide array of products and services varying from basic banking services to more complex investment services and financial planning, as well as Assets Products
• It is very important that the platform is continually evaluated for capability improvements and development to ensure world class experience to the customers.

Team Management and Leadership:

• Take an active part in development of the team of PRB-Compliance Support team and Operation Support team within the assigned area.
• On the job coaching and feedback sessions for PRB-Compliance Support team and Operation Support team
• Structured workshop for new recruits on Basic priority banking offering
• Operation, Governance and Service pitch and closing customer issues (role modeling)
• Regular performance dialogue with RMs and CSRs on their unit's performance
• Recruitment of Business Support team and CSRs into the team and take active part in promotion of CSRs through their career program plan. Develop interview techniques to assess external and internal candidates
• Shortlist Business Support team and CSRs ready for promotion to Asst RM and RM role
• Capacity Planning - proactively review the capacity plan within the area and make recommendations on the number of equipped Business Supports staffs and CSRs required within each area.

Efficiency of Business Process & Related projects

• Handle any project that may arise from time to time.
• Such as Consumer Protection Rights (CPR), BPM, Finacle, Exceptional Process, set of Advance Analytical process in PRB, Compliance support Team set-up, Virtual Relationship Manager (VRM)
• To develop and document standard processes for all PRB transactions
• To identify gaps and conduct diagnostics in high impact area's impeding priority banking capabilities - across processes, policies, people and current/desired capabilities
• To problem solve and come up with solutions and suggest recommended course of action to address those area's that either negatively impact the units capability or can be improved significantly
• Identify Define activities of CSRs & CSEs and Outline processes for each of these activities to bring about clarity on roles & responsibilities of each constituent around operational roles
• Identify & define exception handling for the above job roles around operational processes
• Define, Develop, Syndicate & Monitor SLA for Priority Banking with various service providers
• Monitor & Escalate for resolution - for effective implementation of the SLA so agreed
• Train and coach Area Managers, Unit Managers, RMs , CSM, CSR on process/ SLA for effective operations
• Audit related review & monitoring of PRB units
• Initiate & manage change, ensure projects deployed at the units/branches are successful
• Review cases of operational loss, compensation claims and recommend for approval/rejection

Central Support team

• To support team in setting & meeting the operations excellence goals
• Manage zero compliance and zero operation loss
• To mentor and guide development of team members
• Identifying training/coaching needs for the team members and communicating them in a timely manner

Usage of IT Tool

• To support team in driving utilization of tools and support the existing tools
• Be one point contact and support for projects eg
• Siebel CRM, BPM, Finacle, Consumer Protection Rights (CPR), Advance Analytical process in PRB, Compliance support Team set-up, Virtual Relationship Manager (VRM) and other operational systems - for segment related input, implementation, training etc
• Provide business requirement and suggest changes
• Manage with IT project for implementation

Internal Customers

• To adopt an open and effective communication style and to be a strong team player that can benefit of the overall team/unit
• To continuously strive for self-development and improvement by identifying training/coaching needs and communicating them in a timely manner to the Unit manager as appropriate
• To initiate, develop relationships with various dept/units to contribute actively to the business development goals of the unit
• To be conversant with change management process especially around mindset and behavior and use the levers of change management effectively to achieve the desired result

Operations, Compliance & Risk

• To be ensure awareness & compliance among operations staff of all policies relating to operational risk, sales processes, credit policy etc and comply with the same.
• To safeguard the reputation of Emirates NBD by employing best practices and acting in a professional manner at all times
• To ensure awareness & compliance among PrB Operations staff of all policies and procedures issued in relation to credit lending, money laundering prevention and KYC
• To review PRB centers for the above policies on an ongoing basis and highlight issue and ensure correction
• To be the point of contact for Risk Unit for Segment Operational Risk Co-ordination

• To develop and document standard process for all PRB transactions
• To identify gaps and conduct diagnostics in high impact area's impeding priority banking capabilities - across processes, policies, people and current/desired capabilities
• To problem solve and come up with solutions and suggest recommended course of action to address those area's that either negatively impact the units capability or can be improved significantly
• Identify, define activities of Cluster Managers, RMs, CSMs, Admin, CSRs & CSEs and Outline processes for each of these activities to bring about clarity on roles & responsibilities of each constituent around operational roles
• Identify & define exception handling for the above job roles around operational processes
• Develop & Syndicate SLA for Priority Banking with various service providers
• Monitor & escalate for resolution - for effective implementation of the SLA so agreed
• Train and coach Area Managers, Cluster Managers, RMs , CSMs, Admin,CSR, CSE on process/ SLA for effective operations
• Audit related review of PRB units
• Initiate & manage change, ensure projects deployed at the units/branches are successful
• Handle any project that may arise from time to time
• To support team in driving utilization of tools and support the existing tools
• Guiding branches for the clarification
• Assisting for the reversal cases and reviewing the FD compensation cases
• Appointed me as risk coordinator for fraud cases for PRB
• Reviewing the OD access accounts and addressing to Cluster Managers
• Conducting the weekly training to CSRs for new circulars through webex.

Responsibilities:

Priority Banking Department, Emirates NBD, Jumeirah beach rd. branch, Dubai, UAE

· Reporting to the Cluster Manager.

· Supervising the team of 4 CSRs

· Provide complete administrative and operation support and services to 7 Relationship Mangers.

· As an operation in-charge I have the approval limit of all transaction up to Aed 5 million.

· To meet the customers, open all type of bank accounts, educate all banking products and cross sell the investment products.

· Assist priority banking customers for all banking products, services, and complaints.

· Monthly Statistics: Keep appropriate records of the financial transactions, banking products, incoming fax new business to NBD.

· Coordinate the priority banking Department E-Mails take the action accordingly in an efficient & timely manner.

· Supervising all Priority banking CRM (customer relationship management) cases.

· Overdrawn account access for priority banking customers and take action accordingly for the overdrawn accounts.

· Other Administrative Duties: Provide support to Managers. Co-ordinate with other areas to pursue other pending issues & facilitate the smooth function of the departments. Co-ordinate with other areas in the general administration & office management. Meticulous database management by monitoring & analyzing the leads from dialer reports.

· Responsible for opening and closing the main department.

· Discussing about the new circulars and assisting the team members.

· Taking financial report and cross checking for financial transaction of CRS and RM

· Cross check the chubb custody and balancing the items.

· Follow up day-to-day job & provide the Best Quality Service to meet the Customer Satisfaction.

• Call Center, Authorization, Online Banking, Risk and Merchant Support

· Reporting to the Assistant Manager.

· Supervising the team of 10 members as the Asst. Team Supervisor.

· Motivate the team members to improve quality of work and assist in escalated issue and

Fellow ups and maintain the service level.

· Coordinate the Bank’s E-Mails via secured and non secured sources and take the action

accordingly.

· Train the new team member on the products and banking system.

· Monitor the team members on the floor

· Provide the quality feedback to each team member.

· Provide the online banking support to the customer.

· Provide support to the merchant all types enquire, and issues related to POS machine.

· Coordinate the risk alert for the suspect activities.

· Provide the Authorization support for incoming and outgoing referrals via GARS, IARS,

Telex and FAX transactions such as refer to issue, third party, mail order, code 10 and manual

Transaction and drop authorization.

· Help the customers for all the enquiries and issues of the banking products & services

And provide the Best Quality Service to meet the Customer Satisfaction.

• Operations, Global Teleservice Limited BPO Services (GTL- MUMBAI) Awarded ISO 9002 Certification; is one of the leading International Call Center, based at Mumbai in India Providing Tele service/ customer support and lead generation services to International corporate clients Discover, Provident, American insurance, AXA PPP Health care, O2, Tele-2, Alpha, AT&T Etc
• Duration:, Basic responsibility is to influence the activity of agents to accomplish the sales targets
• Job required extensive coordination, motivation, and constructive teambuilding skills
• Supervised a team of ten customer service executives
• Motivate the team members to improve quality of work and assist in achieving optimum output in a stipulated time
• Develop and implement programs to motivate the team members
• Coordinate with the clients to organize online training for the team members
• Coordinate with the support functions viz technical, quality, training and human resource
• Meticulous database management by monitoring & analyzing the leads from dialer reports
• Giving the team members regular constructive feedback
• Motivate team members to be creative & innovative
• Train team members on the skills essential for productivity and yielding telemarketing calls.
• Telemarketing for various campaigns in United State of America (USA)
• Selling various credit cards like Master, Visa etc
• Maintain sales per hour ratio & quality
• Interact with American & UK customers
• Provide complete customer service
• Handle customer complaints
• Solve their problems.

Basic responsibility is to influence the activity of agents to accomplish the sales targets. Job required extensive coordination, motivation, and constructive teambuilding skills.

· Supervised a team of ten customer service executives.

· Motivate the team members to improve quality of work and assist in achieving optimum output in a stipulated time.

· Develop and implement programs to motivate the team members.

· Coordinate with the clients to organize online training for the team members.

· Coordinate with the support functions viz technical, quality, training and human resource.

· Meticulous database management by monitoring & analyzing the leads from dialer reports.

· Giving the team members regular constructive feedback

· Motivate team members to be creative & innovative.

· Train team members on the skills essential for productivity and yielding telemarketing calls.