In my current role, I lead Client Onboarding and Lifecycle Management initiatives across EMEA countries, driving transformative changes in the Retail Banking sector to enhance AML and CDD operations. I oversee governance frameworks and proactively manage risks, ensuring compliance with regulatory standards. Additionally, I streamline onboarding and risk management processes while conducting strategic governance meetings and leading high-risk client reviews. My focus on continuous improvement and standardization enhances operational efficiency and compliance, while I also ensure Tax Compliance across regions.

In this role, I spearheaded Client Onboarding and Lifecycle Management across multiple countries, including Jersey and the Falkland Islands, driving transformative changes to enhance AML and CDD operations within the Retail Banking sector. My responsibilities included governance oversight and proactive risk management to ensure compliance with regulatory standards.I led high-risk client reviews and conducted monthly governance meetings to ensure alignment of project execution with organizational objectives. Additionally, I implemented continuous improvement initiatives by streamlining onboarding processes and standardizing AML and CDD policies. My role also involved supporting FATCA compliance and ensuring adherence to DFSA regulations for High and Ultra High Net Worth clients, significantly enhancing operational integrity and efficiency.

As the Regional Head for AML, CDD, and Client Tax Risk Management within the Retail Banking sector for Africa and the Middle East, I drove strategic initiatives to enhance compliance and operational efficiency across multiple jurisdictions. I spearheaded comprehensive AML and CDD initiatives, fostering a culture of compliance and risk awareness while providing expert governance oversight to ensure adherence to regulatory standards. I led risk assessment and mitigation strategies for high-risk clients through established committees and streamline onboarding, credit underwriting, and tax operations processes for optimal efficiency. Additionally, I drove continuous improvement initiatives to enhance client onboarding and lifecycle management based on feedback mechanisms and champion the review and standardization of AML and CDD procedures across the region.

As Head of CDD Operations for UAE & MENAP (Middle East, North Africa, and Pakistan), I was responsible for leading the Client Due Diligence processes across a diverse and complex region, ensuring compliance with both local regulations and international standards, including FATCA and CRS. I managed a team of compliance professionals, overseeing the end-to-end onboarding process and conducting thorough risk assessments for high-risk clients. My role involved implementing robust due diligence frameworks and enhancing operational workflows to improve efficiency and accuracy in client assessments. I drove initiatives that incorporated advanced analytics and technology solutions, resulting in a significant reduction in turnaround times for onboarding while maintaining rigorous compliance. Additionally, I collaborated closely with regional and global stakeholders to ensure consistency in CDD practices, provided training and guidance to staff on AML regulations, and played a key role in responding to regulatory inquiries and audits, thereby reinforcing the organization’s commitment to effective risk management and governance.

Directed all business-level Anti-Money Laundering (AML) initiatives within the Consumer Bank, ensuring full compliance with Group standards and local regulations. I managed end-to-end AML and Customer Due Diligence (CDD) risks, maintaining strict adherence to regulatory requirements and internal policies. Developed a scalable CDD operations framework to adapt to the evolving business landscape and oversaw the testing of AML-related controls, effectively identifying, assessing, mitigating, and reporting material risks in alignment with the bank’s Risk Management Framework. Headed the implementation of FATCA policies and procedures, including system enhancements and staff training to ensure compliance with the US Persons Policy. Also served as Project Manager for the Operational Risk Framework concerning CDD, AML, and sanctions, ensuring effective implementation and ongoing monitoring.

Developed and implemented Anti-Money Laundering (AML) and Customer Due Diligence (CDD) procedures to ensure compliance with Group Business standards and local regulations. Collaborating closely with Compliance and Financial Crime Risk teams, I drove initiatives to protect Consumer Banking operations from money laundering risks. Also conducted thorough risk assessments and ongoing monitoring of customer activities to identify and mitigate potential financial crime threats. Additionally, I provided training and guidance to staff on AML policies, enhancing awareness and adherence to compliance standards. I also prepared and submitted detailed reports on compliance status and risk assessments to senior management, ensuring transparency and accountability.

Led operational risk management for Distribution and Channels across 170 Consumer Banking branches, ensuring compliance with internal policies and regulatory standards. Managed a high-performing assurance team to conduct comprehensive control testing and enhance operational risk controls. Implemented process-level controls and mitigation strategies to minimize risks while collaborating with Retail Banking and Distribution Heads to promote fair client treatment through effective policies and training. Additionally, ensured timely implementation of critical policies, monitored adherence to the risk management framework, and provided quality assurance on control measures.

As the Country Collection Head, I was responsible for developing and executing a robust operational strategy to optimize collections and improve overall portfolio performance. I managed a large portfolio of delinquent accounts across secured and unsecured loans, leading a team of collection professionals across multiple cities. I worked closely with legal firms and banking courts to accelerate litigation processes and improve recovery timelines. Additionally, I played an active role in refining credit policies to align with market trends and business objectives. I implemented a collection incentive plan and capacity planning process, which contributed to a significant reduction in non-performing loans while enhancing team productivity and maintaining cost efficiency.

In my role, I was responsible for overseeing the full credit cycle, from segment planning and account maintenance to collections and management information systems (MIS), with a focus on optimizing credit quality. I led the design and implementation of streamlined systems and process enhancements, driving productivity gains of over 10%. I also played a key role in maintaining and monitoring segment policies, ensuring they aligned with market dynamics while complying with legal and regulatory standards. I trained over 500 staff members to strengthen their credit expertise and successfully launched tailored "Facility Base Lending" solutions to meet the specific needs of Small Enterprises, improving service delivery and customer satisfaction.

While working in this role, I was responsible for developing, documenting, and implementing operational controls to ensure adherence to regulatory and internal compliance standards, cultivating a strong risk management culture within the organization. I led the establishment of a comprehensive risk management framework, driving a proactive approach to compliance across the unit. I regularly reviewed business unit policies and procedures, identifying gaps and recommending enhanced controls based on the COSO framework and risk matrix. Additionally, I collaborated with stakeholders to raise risk awareness and seamlessly integrate risk management practices into daily operations. Through regular audits and assessments, I ensured continuous improvement in operational risk management.

In this role, I coordinated and managed integration tasks for the initiation unit, ensuring seamless alignment of processes, policies, and systems. I was responsible for handling all correspondence and directives both within and outside the organization. I established and maintained process-level controls and mitigation strategies to minimize operational risks, promoting a proactive risk management approach. As the coordinator for Operational Risk Management Assessment (ORMA) implementation, I ensured compliance with standards and best practices. Additionally, I conducted comprehensive risk assessments for new and modified products, services, and business strategies, ensuring effective mitigation within the initiation unit.

In this role, I led the successful restructuring and realignment of the Credit Initiation Unit (CIU) and External Agencies Management & Verification Unit (EAMVU) within a two-month timeframe, enabling decentralized decision-making for all Consumer Products in the North region. I underwrote and managed applications for Consumer Asset Products, ensuring compliance with internal policies and risk management standards. I developed and executed an operational strategy focused on continuous improvement through regular performance reviews. Additionally, I implemented targeted training programs to enhance team capabilities in credit assessment and decision-making. I worked closely with cross-functional teams to streamline processes, ensuring operational efficiency within the Credit Initiation and Verification units.

I supervised the External Agencies Management & Verification Unit (EAMVU) across a main office and seven cities, overseeing a team of 40 employees to ensure efficient operations. I coordinated with external agencies for Business Information Reporting (BIR), verification processes, and appraisals related to home mortgages, running finance, and auto loans.In addition, I managed relationships with law firms for legal opinions and collaborated with government departments for the registration of UBL-financed vehicles. I evaluated risks associated with external agency engagements, providing insights to enhance the Credit Policy framework. Additionally, I planned and executed the EAMVU loans budget, implementing controls to optimize economic yields and improve financial performance.

I conducted comprehensive credit analysis and decision-making for credit, supplementary, and e-card applications, as well as merchant agreement processing.I coordinated with verification firms to expedite assessments and collaborated with surveyors and law firms for legal opinions on home loans, auto appraisals, and merchant agreements. My role also involved providing insights to refine credit policies based on market trends, improving decision-making processes. Additionally, I helped streamline operations within the Credit Initiation Unit (CIU) to enhance efficiency and accuracy in credit assessments.