• Supporting clients with campaign management and assisting the team with both ongoing and new projects across key areas, including Loyalty Programs, Marketing, Design, Digital (web/online/mobile/social), Events, and special initiatives.• Collaborating with internal teams and remote associates (within and outside the UAE) to ensure smooth project execution, quality control, and effective communication.• Generating reports to monitor client progress and assess project outcomes.• Enhancing team efficiency and time management by implementing streamlined operational processes.• Onboarding and developing new qualified merchants, content, and deals for Loyalty Programs managed by the company and its affiliates.• Assisting the Managing Director with project management, client engagement, communication, meeting deadlines, and daily office operations.• Organizing meetings and managing follow-ups.• Leading and supervising administrative operations with external service providers.

• Support the team with both ongoing and new projects across the agency’s core activities.• Coordinate with internal teams and remote associates, both within and outside the UAE.• Assist the Managing Director with project management, client engagement, communications, meeting deadlines, daily office operations, and scheduling.• Onboard and develop new qualified merchants, content, deals, and revenue streams for the company’s Loyalty Programs and its affiliates.• Implement operational processes to enhance team efficiency and time management.• Oversee and coordinate administrative tasks with external service providers, including auditors, copywriters, translators, and IT and development support.• Organize meetings by setting agendas, recording minutes, and managing follow-ups.

• Assisting EVP of Business Strategy;• Liaising with partner program clients/business associates on new or existing relationships globally via phone or email and in-person;• Preparing PowerPoint presentations for new or existing partner programs globally;• Maintaining records of payments or outstanding pending on new/current partner relationships and preparing invoices;

• Handling renewals for groups and individuals along with preparing a report on the status of the applications on a monthly basis;• Assisting with application enrolments for new and renewal clients. Building relationships with brokers;• Assisting clients and brokers(UAE & international) with customer service enquiries related to renewals or miscellaneous queries via email or phone;• Assisting the team with inquiries and training as and when required;• Addition of clients to existing policies for groups and individuals;• Updating income and commission reports for policies processed; • Preparing letters on the requests of brokers.

• Assisting with managing corporate relations by providing service support and ensuring complaints/service issues are resolved within TAT;• Handling customer complaints/queries received through e-mail and phone calls;• Maintaining Citi At Work MIS to ensure regular follow ups for timely closures on complaints &requests;• Tracking corporate card payments on a monthly basis to ensure the payments are applied on the duedate;• Managing bank wide service quality and delivery issues for individual customers.

• Helped in managing corporate relations by providing service support;• Assisted with quality check through Risk Control Self-Assessment on a quarterly basis for the Sales team;• Handling customer complaints/queries received through e-mail and phone calls;• Maintaining Citi At Work MIS to ensure regular follow ups for timely closures;• Verifying free fund transfer reversal data and coordinating with the operations team to have the reversals processed on a monthly basis;• Handling the Daily Escalation report by following up with the Sales Department Managers to ensure cases are resolved within TAT and maintaining an MIS on the same;• Tracking corporate card payments on a monthly basis;• Preparing the monthly MIS on Mis-sells/Complaints Data;• Ensuring Account opening files are submitted correctly, following up with the operations team to open the accounts and preparing an MIS on the same;• Assisted with Information Security profiling for the Sales team for Rainbow Project.

• Handling Central Bank and Press Complaints on a timely basis;• Helped in managing corporate relations by providing service support;• Preparing MIS for particular complaint groups on a monthly basis;• Quality check through RCSA on a quarterly basis;• Carried out testing on various new system launches done at Citibank like AUWS (Banking) & on changes in ECS+ (Cards);• Managing escalation calls and coordinating directly with customers to resolve their issues within TAT;• Preparing letters for customers based on their requests;• Verifying funds transfer requests sent by customers;• Handling customer e-mails and miscellaneous requests;• Managing the ECCMS escalation report on a daily basis to ensure cases are resolved within TAT.

• Keeping track of TSF on a daily basis;• Prepared and managed schedules for call center agents;• Prepared MIS reports for the inbound call center on a weekly, monthly, quarterly and yearly basis;• Forecasting of call volumes based previous strengths;• Ensuring occupancy is maintained at par;• Ensuring adherence of shift timings and breaks assigned to agents;• Maintaining leave and sickness trackers.

• Handled inbound customer queries and complaints;• Pitched sales for installment plans, loans and insurances.