Operations Manager

• Oct 2022 - Present

• Assist in analysing, developing, and implementing the organisation's policies, processes and procedures in light of the Dubai Financial Services Authority (DFSA) rules and regulations • Assist in developing, improving and implementing the organisation's AML policies, processes, procedures and controls • Assisting in the improvement of the organisation's AML training program • Develop a strategy to establish and implement the office's operational systems and standards • Create and manage operations standard manuals and workflows for administration staff, paraplanners, and financial planners • Assist during compliance onboarding of clients by conducting CDD and KYC, including World Check screening, and continuously monitoring new transactions • Assist in the development and implementation of risk management training and procedures • Work with HR to maintain office policies, processes and procedures and monitor staff needs • Assist in onboarding new staff by providing relevant access and training on systems, standards and procedures • Act as a primary point of contact between Finsbury Wealth and the BSTG group corporate office • Day-to-day office management and monitor clerical functions and administrative activity • Coordinate with Marketing on events, webinars, etc • Elaborate and provide management reports using internal CRM system data • Work closely with product providers, third-party partners, vendors and suppliers Show less

Operations Manager (AOP)

• Aug 2017 - Sep 2022

Key Responsibilities: • Efficiently developed and established the business continuity plan, coordinating with key departments and staff to ensure seamless operation during COVID-19 outbreak • Successfully led the transition of the entire Alpha Omega Partnership from Holborn Assets to Seven Insurance Brokers (Arlo Associates) • Through liaison with the CEO developing strategies to ensure the new office was fully operational as per schedule • Effectively maintaining office services by organizing operations, analyzing and optimizing processes • Proficiently designing filing systems, devising internal paperwork, creating manuals, reviewing and approving supply requisitions and assigning and monitoring administration functions • Ensuring continuity of the successful client relations process devised while at Holborn Assets which results in a reduction in complaints to approximately zero. • Competently recruiting, selecting, orienting and training employees ensuring all staff are fully aware of policies, procedures and practices • Establishing standards and procedures by designing and implementing office policies, measuring results against standards and applying necessary amendments • Reviewing management reports, pipelines and KPIs before submitting to CEO • Ensuring accuracy within payroll, reviewing and approving supply requisitions • Achieving financial objectives by scheduling expenditure, analyzing variances and initiating corrective actions Show less

Operations Manager (AOP)

• Aug 2017 - Sep 2022

Operations Manager (AOP)

• Aug 2017 - Sep 2022

Marketing Manager

• Jan 2012 - Jul 2017

Key Responsibilities: • Collaborated with the managing partner and financial planners to provide comprehensive range of executive assistance, operations, client relations and marketing throughout the entire process that encompasses offshore financial services for expats • Successfully built a healthy relationship with existing clients by addressing all their queries and requirements in an efficient manner, which resulted in a reduction in complaints to approximately zero and the whole process was established in all branches of the business after providing training • Improved web presence by devising and establishing new website concept successfully increasing overall traffic by ~15%. Effectively oversaw online campaigns through Google Ads and social media updates successfully increasing online business by ~10% • Actively participated in developing, organising, planning and promoting the company events such as golf days, seminars, fairs etc. Show less

Customer Service Representative

• Sep 2009 - Dec 2011

Key Responsibilities: • Continuously strove to meet the first-class standards of a five-star customer service by providing extensive consultation with the Chamas Restaurant management • In collaboration with administration developed several projects to revamp the restaurant processes, client servicing, entertainment and range of products available to strengthen the Brazilian culture in every aspect of the restaurant and provided customers with a unique and authentic atmosphere • Directed at a later date to deliver executive administrative assistance to Public Relations Director Show less

Office Manager

• Jan 2006 - Jul 2009

Key Responsibilities: • Effectively coordinated and managed multiple administrative and operational priorities to eight council members of this NGO • Led a team to provide financial, structural and machinery resources from the Brazilian National Bank for Economic & Social Development on 57 successful projects, these were setting up new or improving existing SMEs, providing loans at reduced rates for investment in their businesses. This was a social initiative as the beneficiary companies would train and generate jobs for people in need within the surrounding communities Show less

Executive Assistant to Director & Compliance Analyst

• Feb 2002 - Nov 2005

The privatisation process of the Brazilian’s Estate held telecommunications system gave birth to a regulatory body called Anatel. The then President of the Telefonica Group, Fernando Xavier Ferreira, who I had worked with for over three years, appointed me to join the select team of the newly created compliance department, commonly referred to as “the heart of the company”, to handle Anatel requirements. Apart from providing executive administrative assistance to the Director and three Superintendents, I also contributed analysing relevant regulations and writing hundreds of memorandums for internal departments guidance. Other responsibilities included audits, landline numbering management, quality service monitoring and documents management. Show less

Executive Assistant To Chief Executive Officer

• Mar 1999 - Jun 2002

My career in business management began in a hectic environment where tensions were on edge because of the upcoming privatisation of the Estate held telecommunication system. I provided executive personal and administrative support to the Corporate President. I handled highly sensitive documents and acted as secretary during classified meetings. In line with the company social policy, I wrote the project that made viable for the company to print millions of landline bills using recycled paper and converted virtually every single paperwork into a digital format. Show less

Information Technology Intern

• Feb 1998 - Dec 1998

The grades achieved in college made me eligible for their internship program. I was invited to join the Telefonica Group, the former Estate held Telecommunications of Sao Paulo, for a year training in information technology while coursing the last period. I worked in the customer services department where I carried out several feasibility studies on client’s requests for a public telephone set up. I also optimised the turnaround time response to these requests by creating 17 response letters template automatically fed from a database. I also developed the beta version of the first employee’s overtime calculation software, and a system to visually mapping all public telephones installed in the city. I had the best performance amongst 109 interns that year, and as a result, I was hired by the company at the end of the term. Show less