SUSAN PHILIP
Banking Professional
Dubai
Summary
Talented Professional with exceptional understanding of financial planning and demonstrated record of accomplishment developing profitable relationships with high net worth individuals THE CORE COMPETENCIES INCLUDE Detail oriented, Result/goal oriented, self-motivated, Articulate, Creative. Strong verbal communication skills for dealing effectively with all types of personalities. Superb organizational skills – Ability to prioritize, multi-task, lead, direct, and solve problems effectively. Excellent coaching and mentoring skills.
Overview
20
20
years of professional experience
4
4
Languages
Work History
Customer Service Manager, Private Banking
ICICI BANK, DIFC Branch
Dubai
10.2019 - 02.2023
- Of Complaint Handling in October 2014
- Topped in the leadership board for Customer Service Managers across International locations in Jan 2015 & Quarter 1-2016 Lead point of contact for all new recruitments & training in the bank
- Taking over responsibility for the Monthly Complaint Review Meeting
- Lead point of contact for all Internal Audits & External Audits related to Complaint Handling in
- Dubai
- Preparation of Books of Knowledge and training plans to onboard new resources.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved marketing to attract new customers and promote business.
- Conducted KYC formality reports on questionable accounts and transactions.
- Adjusted end-to-end KYC process needs to align with workforce capabilities.
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
- Supported KYC processes for prospective and existing customers.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Educated staff on anti-money laundering and financial crimes to escalate concerns to senior members of PSR team.
- Facilitated communication with onboarding team to gather information and onboarding documentation.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
Customer Service Manager & Complaint Handling Manager
ICICI Bank Limited, United Arab Emirates
Dubai
07.2014 - 10.2019
- PRIVATE BANKING Utilize primary contact for client transactions handling, respond to and resolve routine client inquiries along with service issues
- Provide customer service complying with Service Standards inclusive of professional phone management
- Manage customer requests for opening new accounts, online funds transfer, loan payments, general requests and inquiries
- Ensure to perform activities related to client problem resolution
- Receive and execute customers’ instructions and process the KYC
- Provide update everyday on clients’ investments to Private Bankers
- Conduct money transfers requests from Private Bankers and respond to customer balance inquiries
- Provide training to internal colleagues regarding complaint handling
- Present at senior management meeting, providing summaries/updates of recent complaints
- Define standards, methodology, and workflows for the complaint management system
- Responsible for special projects related to the complaint handling process
- Review the documentation and investigation of all complaints concerning Private Banking clients
- Perform final review/closeout of complaints as necessary.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
Assistant Relationship Manager - RETAIL BANKING
ICICI Bank Limited
Hong Kong
03.2009 - 07.2014
- Monitoring overall Operations area in the branch, audit and compliance
- Reviewing the financial planning for new business / customers for life insurance, remittances
- Ensuring compliance with requirements under various different acts governing banking regulations
- Handling the overall operational work of bank
- Following the process / procedure of the bank & ensuring compliance with RBI and HKMA guidelines
- Dealing with customer acquisition through sales to walk in customers, referrals from walk-ins for Current account, saving account, Remittance to India, Home Loans for high net worth clients and other products
- Handling the KYC for Corporate and Retail clients
- Building and maintaining healthy business relations with internal clients and all business- heads inside the circle ensuring high customer satisfaction matrices by achieving delivery & service quality norms.
Loan Syndication Officer
ICICI Bank Limited
Hong Kong
10.2007 - 03.2009
- LOAN SYNDICATIONS Involved in preparing the repayment schedules for the clients
- Reviewing the Loan agreement
- Coordinating with the corporate client such as JBIC, Korean EXIM Bank for the interest and fee payments
- Coordinating with Business Heads, Compliance Head and Legal Head for launching new products of the Bank
- Preparing documents for disbursement of loans to corporate clients.
Team Leader
ICICI Bank Limited
Hyderabad
09.2002 - 09.2007
- GROUP Monitoring the performance of junior staff
- Constantly looking for ways to improve processes
- Involved in knowledge Management activities
- Giving prompt and accurate information on individual staff member performance managing and monitoring staff attendance
- Implementing new initiatives and making sure all staff understand them.
Education
Masters of Commerce (M.COM) - Finance, Marketing and Business Administration
Osmania University
Bachelor of Commerce Honors (B.COM Hons - Business Administration, Finance, Economics
Loyola Academy
Skills
Complaint resolution
Training and mentoring
Adherence to high customer service standards
Customer Relations
Account management
Onboarding and KYC
Loan Syndication
Accomplishments
- Documented and patented mobile alerts idea which led to implemented the idea.
Timeline
Customer Service Manager, Private Banking
ICICI BANK, DIFC Branch
10.2019 - 02.2023
Customer Service Manager & Complaint Handling Manager
ICICI Bank Limited, United Arab Emirates
07.2014 - 10.2019
Assistant Relationship Manager - RETAIL BANKING
ICICI Bank Limited
03.2009 - 07.2014
Loan Syndication Officer
ICICI Bank Limited
10.2007 - 03.2009
Team Leader
ICICI Bank Limited
09.2002 - 09.2007
Masters of Commerce (M.COM) - Finance, Marketing and Business Administration
Osmania University
Bachelor of Commerce Honors (B.COM Hons - Business Administration, Finance, Economics
Loyola Academy