o Managing the Risk related issues for Oman,Qatar,Bahrain,UAE,Lebanon,Jordan and Pakistan.o Liasing within GTO(Consumer Banking Ops,Trade Ops,Cash Ops and Financial Market Ops) for GTO related risk issues and also for collation of FORC actionables for the FORC presentation.Assisting the Regional Head of Operational Risk (GTO-MENAP) in conducting the FORC on a monthly basis.o Liasing with Oman,Qatar,Bahrain,Lebanon,Jordan and Pakistan on the respective country scorecards for Risk and partaking in the risk discussions/calls held over their risk issues.o Preparation of UAE GTO risk scorecard for risk issues o Preparation of UAE and MENAP Heat maps to indicate the open medium and high risks faced.o Collation of risk issues and preparation of papers for the CORC(Country operational risk committee).o Weekly escalation of losses,near miss,potential loss and high risk issues to Country CIO.o Participating and assisting in BOLD certification of units.o Tracking of Phoenix reconciliation \o Conduction risk related trainings for the units.

Service Qualityo Ensure the CSG metrics is completed and uploaded for group review on a timely basis.Review of the metrics standing on a monthly basis and guide/support the team to improve on metrics performance,Review of logging scorecard which tracks the logging standards of complaints/enquiries,Work with team on individual KPI performance on this scorecard,Analysis of complaints on a monthly basis to check on the root cause,trends and work with team as well as operations units/OCC on bringing down the complaints,Review enquiry reduction tracker and work with team leaders to reduce enquiry numbers at the rate of 30% from baseline data on a yearly basis,Make enquiry and complaint satisfaction calls to clients in order to obtain a verbatim of the team performance and areas of necessary improvement.Identify training needs and areas of improvement on basis of these calls,Prepare and circulate the CEF(Client Experience Forum)minutes and track the actionables with the concerned unit heads,Guide the R & I team on enquiries and escalations,Assess and review R & I progress over the monthly service review call,Review/amend the tagging of clients as Key/Premier on a timely basis,Work with team to improve on enquiry TAT and complaint TAT for the unit,Quality checks performed on email responses from generic mail boxes and on incoming calls to the Premier Service Team.Risko Ensure completion of all OPTIAL/KCSA checks on a timely manner with due sampling evidenced,Review of DOI and SLA for all related hubbed activities,Monitoring,review(addition/deletion) of COPMAN checks for CSG,Review and completion of EPRA for CSG,Review of security matrix,Shared drive clean up,BCP/BIA review for entire unit,Preparation and review of Audit check list,Reconciliation of Operational Loss,6S checks performed and documented,Sample/spot checks of all CSG activities-such as email encryption,caller ID verification,spam mails on generic email box.

Projectso Compiled the fixed assets register for ANZ Grindlays Bank Dubai which was a major project as data had to be collected and compiled for fixed assets in the bank.o Compiled Contracts register for ANZ Grindlays Bank involving all the contracts that the bank holds and their renewal etc.o DIFX and DIFC project for SCB.o Completed the Cheque book standardization project for WB clients Mar 2009.o Managed the IBAN project inclusive of client communication-November 2011 and ongoing.o Managed the launch and end to end implementation of FTS launched by UAE central bank-April 2012o CERS project for CSG has been successfully launched on 2nd Dec 2012 and all Cash queries are now automated.Have effectively liased with project teams,R & I as well as teams in dubai to ensure smooth cut over to CERS.

o This new job profile included onboarding and dedicated servicing of all high revenue clients (Key and Premier), handling their enquiries, MIS, complaints etc.o Also to mention is the regular root cause analysis,volume and trend of enquiries which needs to be analysed on a pro-active basis.o Process improvements and e-channels also to be promoted to new clients as well as existing ones.o Continuous ongoing engagement of TB, OCC and other operations units to suggest betterment,process improvement,any alarming trends or road blocks,and regular service reviews would also form a part of this profile.o Champion for all local corporate complaints whereby we liase with all LC clients to resolve any ongoing issues and the same is followed up,tracked and circulated to Local corporate.

o This profile involved handling all queries in investigations and calls related to all remittance products in particular outward and inward payments which includes liasing with Relationship managers, branches and customer as well.o Simultaneously managing nostro related items and external customer queries too received vide channels such as OLT, CRM, Loyalty manager, Cash Enquiries.o Also included in my purview was follow up with various local as well as international banks on duplicate payments,non-receipt of funds as well as other queries.o Have also played a major part in the migration activities of CSG Fulfillment team o Straight2bank mail box and related queries for solution delivery and system support is also managed by my teamo Have also handled salary, clearing cheque and collection cheque related queries too.

o Have single handedly managed entire desks which involve all payments of individual countries as a whole such as the Oman/Qatar/Kabul desks in SCB Dubai. This involves handling large volumes as well as liasing with outstation branches at the same time taking care to avoid any errors. Reconciliation/balancing of books for all products handled at these desks also done.o Cheque processing and payments were also undertakeno One major product of SCB, ie.STS(Straight through processing) was handled which involved all corporate customer payments, cheques, liasing with customers etco Handled customer complaints with utmost efficiency and able to resolve them at minimal resolution time taking care that the cause of these complaints are eliminated.o Extensive experience gained in handling both inward and outward payments and all related issues.o Handled outward payments and related issues for Standard Chartered Bank, the volumes of which could go up to about 1200 in a day. Inward remittances and drafts are another aspect of the work experience gained so far from this dept.o Managed the Oman/Qatar/Kabul and Iran desks of SCB which includes all payment both incoming and outgoing,queries,etc.o Have managed the outward remittance team of SCB Dubai which handles about 900 to 1100 payments in a day, including all queries, scanning etc.o DIFX transactions also being handled alongside DIFC payments after the official launch of DIFX on 26 sep 2005.

Anz Grindlays Bank Dubai o Worked for short periods in Finance dept for the fixed assets project. Also have been part of Treasury back office which involved deal processing and other back office related processes.o Worked extensively in the Remittance department (Funds Transfer Unit) and have gained extensive experience in processing of outward, inward remittances, demand drafts etc. Reconciliation of all accounts is another area of experience gained from this department.