POOJA SANAP
Dubai
Summary
Dedicated Finance professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Associate Director - Service & Operations
Alpha Capital (DIFC) Limited
Dubai, UAE
08.2024 - Current
- Managing a variety of operational tasks including account openings, closures, transfers, custodian onboardings, payments, and trade reconciliations, ensuring accuracy and timeliness in processing financial instructions.
- Assisting the Relationship Manager's with all administrative duties relating to the life of an account and deal with client correspondence, and wherever necessary communicate with the client in relation to queries.
- Ensure appropriate filing/recording of documentation of all client account documentation.
- Notify Bankers of documentation issues/pending items encountered during the development of business by the RM’s.
- Stay up to date with DFSA regulatory guidelines, industry best practices, and internal policies to ensure compliance in all operational transactions. Implement necessary controls and procedures to mitigate operational and compliance risks.
- Act as a primary point of contact for the firm's clients, resolving their inquiries, concerns, and requests in a prompt and professional manner. Provide high-quality service that exceeds client expectations and fosters strong, long-term relationships.
- Maintain accurate and up-to-date client documentation, ensuring compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations.
- Liaise with internal teams, such as relationship managers, investment advisors, compliance officers, and IT support, to facilitate smooth operations, address client needs, and resolve any operational issues. Foster effective teamwork and communication within the organization.
- Liaise with Finance team for submission of EPRS Reporting for the firm, ensuring accurate and timely reporting.
- Ensure relevant risk control measures are in place including meeting the requirements on internal standard, compliance, policies & DFSA regulations.
CUSTOMER SERVICE MANAGER-DIFC
Ladderup Wealth International Ltd
Dubai
01.2024 - 08.2024
- Facilitating clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Reduce customer complaints, proactively addressing issues and implementing effective solutions
- Ensuring that all client-related activities comply with relevant regulations and internal policies, particularly in a highly regulated environment like DIFC
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations
- Completing and submitting various investment-related documents, new client onboarding, applications and withdrawal forms
- Coordination with DIFC using DIFC portal for various services and activities
- Serving as the primary point of contact for clients, communicating important information, updates, and developments related to their accounts or the organization's services
- Encouraging positive client relationships, driving business growth, and ensuring compliance with regulatory standards within the DIFC
INTERNATIONAL BUSINESS MANAGER
Clematis Group
Dubai, UAE
05.2021 - 12.2023
- Successfully established and nurtured strategic relationships with companies and developers in diverse global markets, including UK, Singapore, Malaysia, Philippines, Georgia, USA, Mauritius, and Turkey
- Spearheaded establishment of new company entities in Malaysia, Singapore, and Philippines
- Oversaw all aspects of company formation, including legal compliance, financial structuring, and operational setup, resulting in successful market entry and expansion
- Negotiating with international stakeholders, adapting strategies to accommodate cultural nuances and regional business practices
- Establish and maintain strong relationships with clients, providing personalized support throughout the buying or selling process
- Proficiently handling all necessary documentation and paperwork, including contracts, disclosures, and agreements, ensuring compliance with legal requirements
- Skillfully negotiating offers and counteroffers to maximize value of property transactions for clients while ensuring a fair and ethical process
- Maintaining regular follow-up with clients, providing updates on the progress of their transactions, and addressing any concerns promptly
SERVICE MANAGER
Karvy Middle East LLC
Dubai
09.2017 - 04.2021
- Working on Dollar (Insurance, Savings plan and Investments) & INR (MF, PMS, Unlisted stocks, AIFs etc.) based products
- Processing new Businesses and Follow up on under process cases with Respective AMC's and Financial institutions till issuance
- Opening a DMAT & Trading account for clients
- Assisting sales team with regards to process, applications, and documentation
- Handling servicing queries of clients with regards to both Dollar and INR products
- Training the sales staff using best practices in up selling, customer satisfaction and brand promotion
- Following up with clients for premium collection
- Preparing trackers based upon the performance of Sales team
- Displaying extensive working knowledge of industry standards and practices, including product details and company services offered
- Offering exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up selling products and services and taking care of any customer concerns or complaints quickly and professionally
- Developing working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
- Monitoring department issues and client complaints to define patterns and work to lessen those recurring issues
- Regularly audit work being done and customer service being provided to ensure all standards are met
- Overseeing team members performing inspections, preparing reports, carries out these job duties personally to ensure the highest quality of work
- Assisting and performing administrative tasks like coordinating with PRO for visa processing of new employees
- Ensuring an optimal level of customer service and collaborating with brokers, stakeholders for all requests
- Maintaining knowledge of all technical information and resolving all issues in transactions and perform correction where require
- Documenting all transactions on an everyday basis and collating metrics from various associates and preparing appropriate reports
- Monitoring all data entry operations and ensuring compliance to timeframe
- Ensuring and maintaining effective professional relationships with staff
- Coordinating with team members and ensuring achievement of all team objectives and goals
SENIOR PROCESS ASSOCIATE
Tata Consultancy Services
Mumbai, India
10.2014 - 11.2016
- Handling different exception reports and coding the accounts properly as per the stage wherein the file is located
- Working on daily collation of the reports and creating a pivot to recognize if the action taken on the file is appropriate
- Preparing daily detailed MIS reports to give the count of total number of loans worked by team per day
- Monitor all transactions and ensure compliance to quality regulations and maintain effective relationships with clients
- Coordinate with internal and external clients and provide assistance on the phone and resolve all queries
- Perform quality check assessment on all processes of various associates
OPERATIONS EXECUTIVE
Dun & Bradstreet Information Services India Private Ltd
09.2013 - 10.2014
- Major responsibilities included understanding, analyzing & solving disputes related to personal information on CIBIL Report, ownership of an account and other account related disputes of end customers through emails
- Ensured proper dispute resolution by liaising with financial institutions directly, follow up with Banks and preparing MIS Report CIBIL worked Project (Software worked on Pivot access, MSO Tool, Lotus Notes, Microsoft Excel) Online Process Dispute Initiation Process Follow Up Process Dispute ID process Consumer Operation Response Process Consult Specialist Process
Education
MBA - Banking & Finance Management
NMIMS University
06.2021 - 06.2023
Bachelor of Management - Banking & Finance
Mumbai University
06.2010 - 06.2013
Skills
- Good communication skills
- Planning
- Problem-solving
- Self-starter
- Independent work
- Multi-tasking
- Deadline management
- Analyzing skills
- Quick learner
- Rapid mastery of job aspects
Languages
English
Proficient (C2)
Marathi
Proficient (C2)
Hindi
Proficient (C2)
Certification
Appeared for SCR GARP Exam (Sustainability) – 2024
Timeline
Associate Director - Service & Operations
Alpha Capital (DIFC) Limited
08.2024 - Current
CUSTOMER SERVICE MANAGER-DIFC
Ladderup Wealth International Ltd
01.2024 - 08.2024
MBA - Banking & Finance Management
NMIMS University
06.2021 - 06.2023
INTERNATIONAL BUSINESS MANAGER
Clematis Group
05.2021 - 12.2023
SERVICE MANAGER
Karvy Middle East LLC
09.2017 - 04.2021
SENIOR PROCESS ASSOCIATE
Tata Consultancy Services
10.2014 - 11.2016
OPERATIONS EXECUTIVE
Dun & Bradstreet Information Services India Private Ltd
09.2013 - 10.2014
Bachelor of Management - Banking & Finance
Mumbai University
06.2010 - 06.2013
Appeared for SCR GARP Exam (Sustainability) – 2024
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