SHIREEN BEGUM

• Manage full-scale SME liabilities portfolio (AED 450M–600M) covering all overdue buckets, ensuring effective account monitoring and risk mitigation.
• Lead a team of callers and field visitor, overseeing day-to-day operations across all SME overdue buckets and enhancing performance via structured guidance and feedback.
• Extract, compile, and analyze SME-wide reports: Court Order Debit/Hold, Skip Account Negotiation, Field Visit Planning, and Call Update Summary (including Unique Accounts, Total Calls, and Total Updates).
• Monitor daily attendance across the full SME team to maintain team discipline and identify performance trends.
• Process and support end-to-end documentation for restructuring, deferral, remedial actions, and business loan customer requests such as liability certificates, profile updates, and ROI queries.
• Present daily/weekly / Monthly MIS to senior management, incorporating collection trends, expected flows, and recovery forecasts.
• Initiate early escalation on high-POS and potential skip accounts; coordinate with field officers to execute time-sensitive visits.
• Conduct weekly team call audits and feedback sessions to enhance negotiation skills, customer empathy, and compliance with code of conduct.
• Provide structured onboarding and training to new staff on internal systems, collection processes, and communication protocols.

Key Achievements:

· Achieved zero customer complaintsover consecutive quarters by focusing on empathetic, accurate, and timely resolutions.

· Consistently delivered 87%+ monthly resolution, limiting flow to next bucket under 13% through proactive account management.

• Acted as a single point of contact for complex SME loan servicing requests—profile changes, ROI adjustments, remedials.
• Recognized for high-quality reporting, accuracy in legal documentation, and AML-aligned account handling.

• Managed ad hoc and management reporting, ensuring timely and accurate project insights.
• Provided strategic project-related assistance within IPT for assigned projects, facilitating seamless execution and team guidance.
• Engaged with both internal and external stakeholders to ensure adherence to SOPs, policies, and practices, achieving quality and timeline metrics.
• Spearheaded process improvement initiatives, presenting validated proposals and implementing successful strategies.
• Directed project teams, ensuring outstanding performance and strict adherence to project timelines
• Achievements: Received Employee of the Year (2014) and multiple accolades for process innovation and cross-functional collaboration.

• Assisting customers through emails and calls regarding card related issues such as reward points, card replacements, late fee waiver, credit limit increase and card offers.
• Manage timely response and maintain service and call quality.
• Promptly and methodically respond to customer inquiries and resolve issues with initiative and good judgment.
• Maintain a polite and professional telephonic manner.
• Investigate customer queries and forward it to the concern department if required.
• Achievements: Recognized in global town halls for exceeding KPIs and adhering to compliance-driven communication protocols.