Sonia Osman
Dubai,United Arab Emirates
Summary
Accomplished banking professional with expertise in relationship management and portfolio oversight. Proficient in cross-functional collaboration and customer engagement, with a strong foundation in compliance and risk management. Committed to driving organizational success through strategic planning and effective transaction management.
Overview
12
12
years of professional experience
Work history
Assistant Relationship Manager
Business Banking - Mashreq Bank
Dubai, UAE
10.2023 - Current
- Headed and executed transactions, delivering exemplary services to diverse portfolio of over 80+ local corporate relationships spanning spectrum of industries.
- Administered portfolio management strategies to achieve optimal quality through effective cross-sell, upsell, and retention initiatives.
- Elevated potential value and profitability of current relationships by aiding in provision of solutions, products, and services that align with customer expectations and strengthen customer engagement.
- Cultivated effective working relationships with Compliance and Risk Management teams to drive consistent portfolio growth via streamlined client transactions.
- Directed self in accordance with Bank's people management policies, procedures, processes, and practices to ensure compliance and enhance contribution to business performance.
- Emphasised management and growth of Business Liability customer portfolio through affordable transaction strategies.
Customer Service Manager
Corporate Banking - Mashreq Bank
Dubai, UAE
10.2021 - 09.2023
- Managed middle market corporate client queries related to remittances, clearing and trade.
- Processing both inward and outward remittances, and addressing compliance-related queries for those payments.
- Maintain up-to-date records of all client enquiries and complaints via CRM, identifying root cause of issues, and proposing process improvements.
- Responsible for escalating and resolving potential issues related to customer requests and associated processes to relevant stakeholders, whilst adhering to all relevant SLAs and CX standards.
- Supporting implementation of necessary applications and processes to automate entire process, minimize response times, and assure proper identification and monitoring of problem resolution.
- Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
Relationship Associate
Private Banking- JS Bank Ltd
Karachi, Pakistan
08.2016 - 10.2021
- Served as primary contact and overall accountable individual for client interactions provide tailor made solutions according to bank's policies
- Cultivated new business with both existing and prospective clients, dedicating substantial time to client acquisition and asset development
- Partnered with Investment Manager and Institutional Wealth Partner for improved client relationship building.
Involved in origination processes to support growth in client engagement. - Keep day-to-day responsibility for advising clients within required regulatory framework and keeping abreast of all client-impacting initiatives from respective market
- Actively support business / growth strategy, plans and values, contributing to achievement of high performing team
Internship
State Bank of Pakistan
01.2014 - 01.2014
- Treasury department
Education
Master of Business Administration - Business
Institute of Business Management
BS Joint Honor - Economics & Finance
Institute of Business Management
Certificate of Higher Education -
Convent of Jesus and Mary School
PakistanSkills
- Relationship Management
- Portfolio oversight
- Cross functional collaboration
- Forecasting revenue
- Regularity Compliance
- Deal Structuring
- Transaction Managements
- Advanced excel capabilities
- Strategic planning expertise
- Digital marketing
- CRM Software proficiency
Personal Information
Timeline
Assistant Relationship Manager
Business Banking - Mashreq Bank
10.2023 - Current
Customer Service Manager
Corporate Banking - Mashreq Bank
10.2021 - 09.2023
Relationship Associate
Private Banking- JS Bank Ltd
08.2016 - 10.2021
Internship
State Bank of Pakistan
01.2014 - 01.2014
Master of Business Administration - Business
Institute of Business Management
BS Joint Honor - Economics & Finance
Institute of Business Management
Certificate of Higher Education -
Convent of Jesus and Mary School
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