Shamsa Abdullah Ibrahim
Assistant Branch Manager
Dubai
Summary
Strategic financial professional actively pursuing an Assistant Branch Manager role to utilize 12 years of successful performance in related roles. Committed to offering quality financial services to the SHARJAH ISLAMIC BANK customer base. Eager to contribute immediate value through an exceptional work ethic and strong knowledge of branch operations. With great financial product expertise and passion for customer service. Commended for going above and beyond to exceed corporate goals demonstrated over 16 years of financial industry expertise. Highly detail-oriented and professional assistant branch manger successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management. Results-driven experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
17
17
years of professional experience
Work History
Assistant Branch Manager
Sharjah Islamic Bank
10.2012 - Current
- Manage all day-to-day operations of the branch business that includes ensuring a smooth branch operation
- Resolve and troubleshoot complex sales and services issues of customers.
- Liaising with the main office to enhance operational, Compliance & Governance activities of the branch in accordance with the bank’ SOPs
- Taking care of escalated client concerns and reporting sales activities, which include lead tracking, call log management, commission requests, expense reports, submission of proposals
- Conduct branch meetings; cover important problematic areas and identify areas to be improved
- Manage operational aspects including distribution operations, customer service, human resources, administration and sales
- Help the branch manger to develop forecasts, financial objectives and business plans
- Adhere to high ethical standards, and comply with all regulations/applicable laws
- Coaching and support to the team members by setting objectives & motivate staff, and staff training to improve Customer Service Department
- Improved Audit rating of the branch by adhering to SOP and best practices
- Operation risk management through MIS review, audit & KYC in line with Central Bank dashboard
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised team of [7 ] branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
Senior Sales & Customer Service Officer
Sharjah Islamic Bank
Dubai
01.2012 - 03.2016
- Maintain sales pipeline, keep track of it and maintain good relations with clients
- Ensure optimal levels of customer service at all times
- Ensure accounts are opened according to the Bank’s product and service guidelines
- Share knowledge and experience with other team members and provide support
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Head Teller
Sharjah Islamic Bank
Dubai
03.2008 - 01.2012
- ICCS (approving inwards & outwards Clearing)
- Processing of salaries transfers
- Ensure compliance of tellers with audit, bank and regulatory policies
- Ensure teller staff training in customer service, product knowledge, operations and transaction processing
- Approve cash withdrawals overrides on authorization limits
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Answered inquiries regarding checking and savings accounts and other related products.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Elevated branch reputation through consistent delivery of friendly service and expertise in managing diverse financial transactions.
- Introduced customers to other bank team members to help meet financial needs.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Provided customers with appropriate literature on banking products and services.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Investigated and promptly resolved issues with patron accounts.
Education
Diploma - Computer Information Processing
Higher College Of Technology
Higher School Secondary Certificate - Art section
Ruqaya Girls School
Skills
Applying business math
Using critical thinking methods
Creative analysis skills
Understanding commercial law and practices in the UAE
Developing human resources management
English skills
Computing skills
Good communication skills
Able to work individually or as part of a team
Willing to train and gain more qualifications
Managing time
Meeting deadlines
Relationship building and management
Banking
Personal Information
- Date of Birth: 06/06/83
- Nationality: Emirati
References
Will be provided upon request
Personality
- Punctual
- Responsible
- Open-minded
- Hardworking
Timeline
Assistant Branch Manager
Sharjah Islamic Bank
10.2012 - Current
Senior Sales & Customer Service Officer
Sharjah Islamic Bank
01.2012 - 03.2016
Head Teller
Sharjah Islamic Bank
03.2008 - 01.2012
Diploma - Computer Information Processing
Higher College Of Technology
Higher School Secondary Certificate - Art section
Ruqaya Girls School
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