Experience

• 

  Citi

  • Assistant Relationship Manager
• 

  Citi

  • Assistant Relationship Manager

    • Jan 2017 - Present

    • Handling the entire portfolio of clients in order to solve their queries and provide them timely resolution.• To ensure superior client service through: o Client Query resolution – Faster and accurate resolution & Closing the loop with client.o Deepening relationship with clients through periodic Relationship calling. o Provide better Walk-In Client experience through management of walk-in client queries.• To handle all client queries including investigative type in their relationship (except portfolio advisory).• Providing high quality documentation and making sure that all account details are up to date.• Providing competent and timely service to customers, both internal and external• Assisting Relationship Managers in meeting client requirements for service as well as product related queries.• Assisting in preparation of applications for credit approvals and ensuring timely booking of loans.• Responsible for overseeing all urgent loan procedures and initiating the extension on lines of credit.• Acting as an interface with other divisions of the bank, e.g. liaising with traders, ensuring all issues are resolved in an extremely timely and efficient manner.

  • Sr. Operations & Service Analyst

    • Jun 2013 - Jan 2017

    • Managed timely and accurate investment trade confirmations of wealth management branch with an average of 100+ daily trade validations & reconciliations. • Reviewed documentation and performed random investigative quality checks of sample transactions and ensured trails maintained on all delayed /cancelled trades as per regulatory and audit requirements.• Managed the Banc assurance operations team and assisted the insurance sales in achieving the monthly revenue target.• Liaised with the Service providers (Zurich International Life / ALICO & Oman Insurance), Product Managers, Sales Management on various sales & operation processes & ensured adherence to Citi’s compliance and control policies.• Scrutinized On boarding forms of corporate / individual clients as per KYC, AML & FATCA guidelines and performed Ness and World checks prior to account maintenances/disbursement of funds. • Performed transaction monitoring and ensured all transactions strictly adhere to the Regional and International AML and Sanction regulations and coordinated with RM / Clients for further investigations or reporting on various transactions that seemed suspicious.• Assisted RM on a regular basis in disposing NESS/CDD cases raised by the BUCO/Compliance teams and actively followed up with clients for expired KYC documents. • Handled customer complaints and served as an escalation point of contact for all investment related queries /findings raised by Treasury, Sales Surveillance, Business Monitoring & Compliance teams. • Served as a subject matter expert for Mutual Fund and Bond products and actively participated in developing testing and implementation of several re-engineering projects across branches.• Provided on-going training to Operations, Service & Sales staff on current policies, procedures and new product bulletins. • Liaised with auditors and ensured satisfactory rating for all regulatory reviews and ARR.

  • Operation & Service Executive

    • Jan 2007 - May 2013

    • Maintained high level internal & external customer service quality by timely execution of payment / non-payment and investment related orders.• Ensuring Quality Control and Quality Assurance in all functional aspects of the Operations unit.• Timely processing of Account Opening / Payments / Deposits / Credit Card applications / Loan Applications / Investment documentation and subsequent follow-up with booking centres to ensure that all orders / instructions are processed within the stipulated time.• Day-to-day management of the service needs of high net-worth clients including taking instructions for transactions and servicing all their investment, liability and loan inquiries.• Managing the processes to clear and settle investment and fund transfer transactions based on the various regulatory compliance requirements.

• 

  Various

  • Bahrain

  • Sales Executive

    • Apr 2000 - Dec 2006
    • Bahrain