Kavitha . Email & Phone Number

United Arab Emirates

● Work as the first line of defense managing the client relationship from prospecting to onboarding to servicing and continued client engagement while ensuring adherence to internal control environment.● Ensure seamless and smoother client onboarding in a timely manner with clear understanding of the Regulatory and internal guidelines around onboarding including KYC, Source of Wealth, AML risk, DFSA Client classification and Cross Border guidance.● Provide end-to-end servicing of financial and investment products such as Bonds, Funds, Equities, Forex, Structured Products, Complex derivatives, Swaps, Loans and Mortgages for UHNW clients with understanding of Product features, pricing and processes.● Coordinate with Regulatory & AML teams, Credit Risk, Operations, Legal and Products team with focus towards timely servicing of client requests.● Perform periodic reviews (Portfolio, AML reviews, Credit reviews) along with RM and updated key information within Bank’s systems.

United Arab Emirates

Dubai, United Arab Emirates

● Managed a team of 45 to 50 Relationship Managers and Client Service Managers of International banking Team – Team Africa/ Pakistan/NRI/ Qatar/Oman and SCB Employee banking Band 1 to 4 and Managed Abu Dhabi Branch Priority Banking Service.● Supervising day to day client service operations for the entire team. [Book range e.g., USD 50 – USD 100 million HNW] clients.● Give constant direction to team members to ensure that all customer inquiries are rightfully attended on time with client satisfaction.● Serve as the middleman between Relationship Managers and customer service team members to ensure smooth communication and workflows within deadlines.● Review onboarding HNW account opening documentation and SOW client profile.● Monitored all Investment trade activities of the team.● Hiring and training new customer service managers and provided mentorship for new joiners.● Assessing service statistics and preparing detailed reports on findings.● Attend client meeting to support the expansion of service and resolve their complaints.● Prepared monthly Investment sales report of each team and observe performance of team members.

Dubai, United Arab Emirates

● Manage the team of Dubai, Jebel Ali and Abu Dhabi client service managers (CSMs)● Managed the Service of Royal family accounts of Abu Dhabi and acted as a key point of contact for all services.● Developed management KPIs for monitoring performance and efficiency of the team.● Act as point of escalation for clients with escalated concerns and needs.● Full team management responsibilities including objective setting, performance reviews, trainings, and day-to-day duties.● Developing unique service strategies to increase and improve client relationship.

Dubai, United Arab Emirates

● Support Relationship Managers in the provision of a fast, friendly and effective service to the Priority banking clients.● Liaise with the Relationship Managers and internal operations to provide appropriate banking service and solutions to meet client’s needs.● Maintaining sound client relations by ensuring that their concerns and complaints are addressed and resolved on time.● Ensure KYC/AML Updates, proper zero error documentation.● Ensure accuracy of account opening process and documentation.● Verify all investment subscription / redemption documentation for accuracy and ensure following TAT,● Provide daily updates of instruction received and processed to RM’s/ team Heads and ensure to meet TAT’s as mentioned in the SLA.● Collaborate with various bank departments to solve issues such as questioned transactions, cash withholdings and release held transactions.● All complaints are logged within timely basis in CEMS.

Dubai, United Arab Emirates

● Handling iBanking Services & Solutions for all Banking segments – Private Banking/ Priority Banking/ SME/ Corporate, Branch Banking.● Assist clients on various platforms offered by the bank, including but not limited to online and mobile banking.● Reach out to client to understand their login issues and liaise with banks technical team to resolve problems on time.● Respond to clients for all queries and service request received through iBanking Channel.● Track all client service issues raised via online channel are directed to the respective segments head and complaints are logged in CEMS.● Coordinate with wealth management team to ensure all Investment product queries are attended and generate iBanking Channel sales/referral report.● Support digital banking channels, ensure optimal and maximum uptime is maintained and escalate downtime to restive team for speedy resolution.● Ensure timely MIS and dash board reporting to drive digital activations and workbench adoption.● Liaise with the front offices, call centre and CEPG for digital banking registration.● Identify business/improvement opportunities and report complaint which requires special attention and recommend preventive measures to segment line mangers.● Active involvement with the Wealth management, BC teams and branch network to effect channels synergy.● Research local and global trends to improve service offerings to our customers● Manage digital banking process notes and operating instructions to ensure easy retrieval and safe keeping.● Provided iBanking training for SCB (Chennai), Phone Bankers/ SCB UAE/ SCB India & SCB PAK in 2004 – 2007

Dubai, United Arab Emirates

● Investigating, managing, and resolving all complaints received via phone banking related Accounts services / Credit Card and iBanking Services.● Meet deadlines and manage expectations.

Dubai, United Arab Emirates

● July 2003 – Oct 2003 - Legal & Compliance Unit - Service Quality Assurance – Review account opening SOW docs and monitor fund transactions in the account.● Oct 2001 - July 2003 - Personal Loan Department● Jan 2000 – Sept 2001- Investment / Fixed Deposit Dept &Treasury Deals● Nov 1999 – Dec 1999 - Item Processing Unit/Salary Transfer Department● Feb 1999 -Nov 1999 - Clearing Department