Nirmal Preet Kaur Email and Phone Number

Head of Training for APAC under Citi's global Anti-Money Laundering Program. Responsible for the creation and delivery of AML training courses to fit regional requirements as well as providing expertise and required support for project related training.

* Overall management of a total of 60 staff to ensure that case investigations are performed in accordance to Citi policies, Standards and Procedures. This covers quality of documentation, alert case dispositions and correct case investigation outcomes. To monitor that rejections and Quality Assurance case reopens are kept at a minimum.* As a Service Manager, to give continuous feedback and coaching to analysts for the common reasons for case rejections.* Providing support to in country Compliance Officers, and to proactively follow up with the Compliance team on any long outstanding issues, including queries raised to Relationship Managers (RM’s). * To identify and suggest areas of self-improvement, training needs and any Process Improvements initiatives within the AML team.

Being the key person responsible for the overall Communication Plan for the bank under the bank's Transformation Programme running until 2015. The role also includes the following:* Day-to-day execution and coordination of communication events and activities within individual departments and other business units. * Reporting progress and outcome of the communication events and activities to Chief Transformation Officer (CTO). * Managing and maintaining good relationship with all key stakeholders in the organization.

In this role, managed the overall operations of the Contact Centre, in addition to recovering the customers’ service experience. Managed customers’ perception of Kuwait Finance House’s superior service quality by resolving issues and problems in a timely and effective manner. In this role, constantly and actively dealt with the numerous departments within the bank.

Worked with a team of 7 people in dealing with issues and customer complaints facing the Bank as a whole. Part of my role was to oversee and ensure that day to day tasks were handled with quality and efficiency, apart from acting as a point of reference whenever needed.