 Payment reconciliation and liasing with banks Customer Support on Projects for Africa  Processing of Quotations,LPO and Proforma Invoices

o Operations supporto Payment reconciliationo Client support

 Managed client queries related to Cash,Channels and Trade. Liasing with Business and clients on service improvement by way of client visits Analysis of client data and transactions to assist in enquiry reduction Managing fraud related cases. Training the team on channels related queries and also working with technical support to enhance and develop channels know how Managing risk related activities for the team with regards to system access rights

Service Quality Ensure completion of the CSG metrics 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 . 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. Assess and review R & I progress over the monthly service review call. 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 also on incoming calls to the Premier Service Team.Risk 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. Review of security matrix  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.

 Managing the Risk related issues for Oman,Qatar,Bahrain,UAE,Lebanon,Jordan and Pakistan. 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. Preparation of UAE and MENAP Heat maps to indicate the open medium and high risks faced. Collation of risk issues and preparation of papers for the CORC(Country operational risk committee). Weekly escalation of losses,near miss,potential loss and high risk issues to Country CIO. Participating and assisting in BOLD certification of units. Tracking of Phoenix reconciliation and Conducting risk related trainings for the units

 Onboarding and dedicated servicing of all high revenue clients (Key and Premier), handling their enquiries, MIS, complaints etc. Process improvements and e-channels also to be promoted to new clients as well as existing ones. 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. Manage Trade enquiries for Key/Premier clients-liase with Trade Ops units to speed up processing of transactions,suggest e-solutions to clients to reduce trade related enquiries and move clients more onto self-service channels.

 Management of all queries in investigations and calls related to all remittance products  Simultaneously managing nostro related items and external customer queries too received vide channels such as OLT, CRM, Loyalty manager, Cash Enquiries. Liasing with various local as well as international banks on duplicate payments,non-receipt of funds as well as other queries. Managed payroll, clearing cheque and collection cheque related queries too.

 Managed payments of individual countries such as the Oman/Qatar/Kabul in SCB Dubai.. Reconciliation/balancing of books for all products handled at these desks also done. Cheque processing and payments were also undertaken Managed.STS(Straight through processing)which involved all corporate customer payments, cheques, liasing with customers etc Handled customer complaints and enquiries. Handled outward payment volumes of 1200/day and related issues for Standard Chartered Bank,. Inward remittances and drafts are another aspect of the work experience gained so far from this dept. DIFX transactions also being handled alongside DIFC payments after the official launch of DIFX on 26 sep 2005.

 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. 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.