WARDAH BUTT

• Support the Front Office in the DFSA remediation exercise and work closely with them to ensure all
  accounts with conditional approvals are completed within approved timeframe.
• Maintain accurate and complete record of Corroborative Evidence on bank's central repository, update banks internal system with client SOW and KYC accurately, ensure records are secured for future reference.
• Maintain MIS for DFSA remediation and provide weekly updates to the management for data presentation.
• Responsible for first level review and approval of periodic reviews of existing bank clients.
• Provide first-level support to the Front Office on the KYC information and documentation for completing periodic reviews in an efficient and timely manner and engage Relationship Managers in framing the KYC narrative, analyze situations to identify gaps and risks in KYC information and documentation.
• Working with stakeholders for effective implementation and strengthening of policies and procedures in line with
  regulatory requirements.
• Reviewing and centralizing various activities across Front Office teams and implementing process improvements and controls for better alignment and risk ownership by the 1st line of defense.
• Keep abreast of AML/CFT, Sanctions and regulatory knowledge and developments – by participating in relevant
  training and support in sharing best practices
• Improved stakeholder satisfaction by streamlining processes and implementing new strategies related to periodic reviews.
• Enhanced team productivity by providing training and mentorship to junior staff members.

• Provide high quality support and exceptional servicing to private banking clients and the Relationship Managers, manage client expectations with and in absence of RM.
• Respond promptly and accurately to client enquires and / or requests and follow through to make sure the client is satisfied.
• Execution of financial transactions including remittances, FX conversions, trade orders, placement of loans and deposits in money markets, etc. in a timely manner.
• Client onboarding: Prepare and submit account opening documentation to operations and compliance team, ensure accuracy of submission and follow-up until account is approved and opened.
• Observe all due dates for Periodic reviews, credit reviews, etc and promptly meet all deadlines for submission with necessary approvals.

Key Performance indicators and achievements:

• Capable of resolving most issues and requests through coordination with other departments such as Operations, Business management, Product Management Group, Compliance, Credit etc.
• Strengthened client relationships by providing consistent support and addressing their financial needs.
• Sound knowledge & understanding of the Bank’s applicable products, policies, and procedures, systems and always ensure compliance to AML/CFT procedures.
• Achieving positive outcomes in the ECT Framework (ECT - Employee Conduct Triggers).
• Perform governance within the business to ensure adherence to internal policies.
• Promotion of sound risk management behavior in various risk aspects e.g. operations, financial, technology.
• Additional responsibilities: Participate in UATs & projects, provide mentorship to new joiners.
• Ensured compliance with regulatory requirements by keeping up-to-date with industry changes and implementing necessary adjustments within processes.

• Provide high quality marketing support and exceptional servicing to priority banking clients and the Relationship Management team.
• Responsible for daily customer service delivery at Wealth Management and attending to client transactions, ensure consistency of service at the highest levels as per predefined SLA and delivery standards / in conjunction with laid out Bank Policies & procedures, compliance guidelines, internally set standards.
• Ensure all SQ delivery is maintained as per required banking standards and actively participate in new initiatives to enhance service delivery qualitatively. Take on all additional tasks assigned by the Area Head and Head of WM.
• Achieve Set targets and contribute to team performance through assisting relationship managers in account opening, preparing marketing material and placing investment transactions.
• Actively participate in projects/ initiatives and suggest improvement to current practices through suggesting effective changes/ impacting cost effectiveness.
• Played a critical role in retaining valuable customers through proactive relationship management efforts.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.

Projects: Part of the launch project of phone banking setup for private banking unit- Dubai.

Handled ‘Royal family Accounts’ as a CSM, associated with a Business Development Manager

Specific role and responsibilities for Royal family accounts:

• Prompt servicing and handling of all transactions and requests and ensure completion on an urgent basis.
• Liaison with the respective financial controllers, advisors and secretaries for all requests and transactions.
• Managing the cheque clearing cases in Liaison with credit/ cheque clearing teams and seeking approvals from top management within and outside the department for timely execution and processing without delays.
• Prepared and maintained a master database and sought dispensation approvals from senior management for all Royal family accounts for seamless processing of transactions and day-to-day support function.

Other BAU activities for remaining clientele:

• Provide high quality marketing support and exceptional servicing to clients and the Relationship Management team.
• Acted as an HR co-ordinator for Private Banking service/ support team & maintenance of staff record, assist in organizing and preparing induction training programs for new to bank staff.
• Prepare and follow up account opening documentation and KYC/CDD and always comply with the CDD procedures for onboarding and performing account reviews.
• Support the RMs with post-sale service and assist relationship managers in placing deals with CBMS, treasury etc.
• Placement of trade orders for clients in a time-sensitive manner, including live markets orders for bonds, mutual funds and equities. Liaison with the respective booking centers treasury/ bond desk for placement of orders.
• Prepare credit applications. Follow up and Liaison with the credit teams for final approvals and issuance of credit facility documents (Credit facilities including loans, overdrafts, mortgage, lien placements, FCNR, FMP, private equity etc.)
• Process and follow client instructions acting as the liaison with operations, credit, compliance and other relevant departments to execute client instructions e.g. fund transfer, deposit/loan set up and renewal, order placement for loans and securities.
• Provide training for new to bank staff as and when required on systems, applications, policies and procedures.
• Assist in the preparation of the necessary documentation for marketing trips (i.e. packaging brochures, client background / business analysis etc.)

Projects handled:

Project 1: Launched dedicated RPB phone banking successfully (June-July 2008)

Role and responsibilities:

• Conducted training for the call center agents on banking products & services, processes & service deliverables and developed a learning and development program for the agents as a reference tool.
• Suggested many creative and innovative ideas for seamless functioning of the call center.
• Coaching and motivating service staff to achieve service excellence as per set standards.
• Monitoring of calls and supervision of the call centre team, with feedback to their respective line managers until Go-live.

Project 2: Launched RPB Employee Suggestion Box (Nov 2008)

Role and responsibilities:

• Designed the guidelines for collection and control, action plan, do’s and don’ts for staff, coordinated design, branding and delivery of the suggestion box.
• Nominated person in charge of collating and publishing data & members of the management committee.
• Debriefing all committee members and the controller on control mechanism.

Customer Service officer– Royal Preferred Banking

Role and responsibilities: (Acting service head for the team):

• Managing customer service function and supporting all senior relationship managers / frontline staff to ensure delivery of quality service to clients.
• Support relationship managers in attending to and follow-up on customer service issues with customers and internal departments such as credit, operations, remittances & trade, etc.
• Attend to customer needs through product knowledge, product sales, resolving problems & provide personalized service with ownership, managing customer’s relationship with the Bank.
• Ownership of portfolio vis-à-vis front-end service and account management.
• Assist team leaders with excess account management, documentation, deferral resolution etc.

Joined the bank as a Call center agent , moved on to the Fulfillment Co-ordinator role after 6 months.

• Review and submission of client requests received at the call center by fax and onward forwarding for final processing to the concerned departments, ensuring processing within TAT and tracking completion statuses.
• Direct supervision of work assigned to new joiners and maintenance of files/records.
• Outbound calls to clients where supervisory action/ownership required/ confirm transaction as per laid down processes.
• Establish procedures and processes for the call center officers to ensure fulfillment of all client requests
• Attend to customer needs through product knowledge, product sales, problem resolution & provide personalized service.
• Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
• Recommendations for process improvements.
• Cross- sell various bank products to customers at any given opportunity.