Mouza Al Mazrouei
Associate Vice President & Senior Relationship Manager
Ras al-Khaimah,Ra's al Khaimah
Summary
Accomplished Banking & Customer Service Operations professional offering nearly 16 years of diversified experience in steering banking, sales & business development as well as due diligence across various industries. Recognized for performing all marketing activities with a customer orientation as well as formulating strategic and tactical promotion pan for products and services. Proven excellence in ensuring customer centricity through process re- engineering and leading on transformation initiatives and increasing customer satisfaction for internal and external customers. Expertise in formulating strategies and reaching out to unexplored market segments / customer groups for business expansion. Excellence in improving internal controls through identifying significant business risks related and making recommendations to management on various operational, and compliance areas. Significant contributor in maximizing revenue growth, operational performance & profitability and in controlling costs. Team-based management style coupled with the zeal to drive vision into reality.
Overview
17
17
years of professional experience
Work History
Associate Vice President
Rak Bank
Ras Al Khaimah, UAE
07.2019 - Current
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Branch Manager
National Bank of Abu Dhabi & FAB
Ras Al Khaimah , UAE
05.2017 - 06.2019
- Managed long-term customer relationships to increase revenue.
- Advised customers on product upgrades and rollouts.
- Represented company at industry events and conferences.
- Developed pipeline of prospective clients.
- Cross-sold products and services to complement decision making process.
Branch Sales and Customer Services Manager
National Bank of Abu Dhabi
Ras Al Khaimah , UAE
11.2014 - 05.2017
- Ensuring to meet goals and metrics as well as bringing out the best of branch's personnel by providing training, development and motivation
- Providing help and advice to customers using your organization's products or services
- Communicating courteously with customers by telephone, email, letter and face to face
- Developing feedback or complaints procedures for customers to use
- Supervising a team of customer service staff; ensuring to provide learning about your organization's products or services and keeping up to date with changes
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
- Confirming compliance with banking rules, regulations & procedures
- Conducting regular and periodical verifications with respect to all audit parameters
- Coordinating with internal & external departments for smooth operations as per Know Your Customer (KYC) norms
- Spearheading all transaction processes and delivery of services; providing services to existing customers and managing all aspects of customer relationships
- Providing a diverse range of banking services, ensuring consistently high levels of customer satisfaction
- Utilizing a comprehensive knowledge of banking products/services to respond to customer enquiries related to the activation of cards, verifying signatures and the opening of new accounts
Relationship Manger Elite Banking
National Bank of Abu Dhabi
Ras Al Khaimah, UAE
10.2012 - 10.2014
- Maximized profitability, managed business growth and target market share as per objectives
- Monitored utilization of approved facilities in order to achieve best returns from these accounts
- Scheduled marketing visits in order to pursue business and develop viable new relationships
- Followed up with the client to ensure prompt repayment of settlement on agreed loans and advances to retrieve Letters of Guarantee for cancellation
- Maintained a thorough knowledge of all banking services and cross-selling; worked with staff and other departments using team skills, respecting purpose statement and agreement
- Approve, sign and give consent with regards to both internal and external contractual agreements
- Oversee the management of all branch internal compliance documentation and client contractual agreements inline with our policies and procedures
- Review and amend contractual agreements based on the bank and client's requirement to meet our monthly, quarterly and annual branch targets and exceed client's needs
- Provide support and guidance to all staff members with regards to compliance and effectively produce agreements in line with the bank's and compliance standards
- Leadership and management of crisis communication within FAB
- Prepare and document all Branch receivable for Audit purposes
- Lead and manage the Audit process for the branch in line with the Financial Services Regulatory Authority
- Review all FAB branch accounts to ensure the validity and legality of the bank's financial records
- Lead, act and advise to recommend possible risk aversion measures and cost savings that could be made with within FAB Branch
- Lead and conduct FAB branch's compliance Audit, financial audit, internal information system audit and the overall operational audit
Personal Banking Assistant
National Bank of Abu Dhabi
Ras Al Khaimah, UAE
03.2012 - 10.2012
- Scrutinised clients' business records, finding opportunities to improve performance.
- Retained customers with multi-channel engagement strategy.
Retail Sales Officer
National Bank of Abu Dhabi
Ras Al Khaimah , UAE
08.2011 - 01.2012
- Updated client records with successful credit and loan applications.
- Prepared documentation on loan repayment feasibility.
Personal Credit Assistant
National Bank of Abu Dhabi
Ras Al Khaimah , UAE
02.2008 - 08.2011
- Built positive relationships with lenders to achieve optimal client deals.
- Monitored financial markets to recommend suitable client products.
Customer Service Officer
National Bank of Abu Dhabi
Ras Al Khaimah , UAE
08.2007 - 02.2008
- Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.
- Followed up with customers to build long-lasting relationships and boost business opportunities.
- Identified and mitigated potential fraud and transaction risks.
- Explained bank services, financial products and applicable fees to customers.
Teller
National Bank of Abu Dhabi
Umm Al Quwain , UAE
01.2007 - 08.2007
- Counted and packaged currency and coins.
- Properly processed deposits, withdrawals and payments for the customers daily.
Education
Higher Diploma Certificate - Information Administration
RAK Women's College
2006
Skills
- IT Skills
- Advanced utilization of Web and Interactive Technology
- Performance management
- Account management
- Quality Assurance and Control
- Time management
- Problem-solving
- Leadership
Accomplishments
- Bravo Certificate of Achievement - Leadership Award
- The Winner of Branch Staff Contest for Credit Card Campaign 2010
- Stars in a Box 2018
- crow stronger certificate for in recognition of your outstanding performance
- NBAD Diamonds Award for Excellent Customer Services
- Attending National Career Exhibition 2015 at EXPO Sharjah
- Attending the importance of Insurance for Individuals RAK Chamber of Commerce
- Leader
- Collaborator
- Visionary Strategist Analytical
- Motivator
- Team Builder
Certification
Introduction of Banking Products & Operations
Personal & Professional Impact & Influence
Certification:
IELTS “International English Language Testing System” Certification band 5
DBD - Al Manara - Level 1 Certification
Notable Accomplishments Across The Career
Conferred with Certificate of Achievement for completing Insights into Leadership
Received:
Bravo - Certificate of Achievement, Leadership Award in Quarter 1 - 2018
Spirit Diamonds Award for excellent customer service
Certificate of Participation for attending National Career Exhibition
Certificate of Appreciation for outstanding performance
Certificate of Achievement for completing program on Introduction on Corporate Audit
Certificate of Achievement for customer service at front office
Certificate of Completion for Break your heart to work experience
Certificate of Completion for Influencers
Certificate of Merit - Accounting - An Introduction & Transaction Banking
Languages
Arabic
Native
English
Advanced
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Vice President
Rak Bank
07.2019 - Current
Branch Manager
National Bank of Abu Dhabi & FAB
05.2017 - 06.2019
Branch Sales and Customer Services Manager
National Bank of Abu Dhabi
11.2014 - 05.2017
Relationship Manger Elite Banking
National Bank of Abu Dhabi
10.2012 - 10.2014
Personal Banking Assistant
National Bank of Abu Dhabi
03.2012 - 10.2012
Retail Sales Officer
National Bank of Abu Dhabi
08.2011 - 01.2012
Personal Credit Assistant
National Bank of Abu Dhabi
02.2008 - 08.2011
Customer Service Officer
National Bank of Abu Dhabi
08.2007 - 02.2008
Teller
National Bank of Abu Dhabi
01.2007 - 08.2007
Higher Diploma Certificate - Information Administration
RAK Women's College
Introduction of Banking Products & Operations
Personal & Professional Impact & Influence
Certification:
IELTS “International English Language Testing System” Certification band 5
DBD - Al Manara - Level 1 Certification
Notable Accomplishments Across The Career
Conferred with Certificate of Achievement for completing Insights into Leadership
Received:
Bravo - Certificate of Achievement, Leadership Award in Quarter 1 - 2018
Spirit Diamonds Award for excellent customer service
Certificate of Participation for attending National Career Exhibition
Certificate of Appreciation for outstanding performance
Certificate of Achievement for completing program on Introduction on Corporate Audit
Certificate of Achievement for customer service at front office
Certificate of Completion for Break your heart to work experience
Certificate of Completion for Influencers
Certificate of Merit - Accounting - An Introduction & Transaction Banking
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