Zeeshan B. Email & Phone Number

Dubai, Ae

Dubai

● Development of process flow diagrams & end-to-end processes to meet business requirements across various units.● Coordination with all relevant stakeholders to implement eGRC modules for process, risk & control framework.● Managing & providing guidance to the team in developing, reviewing, & obtaining approvals for processes & procedures.● Effective identification of risks and controls in the processes designed.● Liaison with Senior Management in Business, Operations, Risk Management, Internal Control, Legal, Compliance & Sharia to obtain necessary approvals.● Ensuring the accuracy of operational procedures & address stakeholder queries & concerns through regular meetings & discussions.● Providing assistance with continuous improvement of the business through the ongoing review, development & implementation of best practices.● End-to-end processes prepared include but are not limited to: Personal Finance Sales, Credit Card Sales, Auto Finance and Personal Finance Early Settlement requests received through WhatsApp, Liability Letter Requests received through WhatsApp Banking, Centralized Operation Department's Complaint Portal, MCK Liquidation and Reissuance, Customer payments made at branches, and Change in settlement date for wakala/Term Deposits.● Unit documents prepared include but are not limited to: Trade Customer Service, Auto Finance Retail Credit, Fraud Risk Management at Retail Credit, Home Finance - Business Customer Lifecycle Management, General Banking Operations - Direct Debit System, Complaint Resolution Unit, Cash Management System - Back Office Mandate Control Unit, Compliance Due Diligence Unit, Digital Journey Department - Unit Document, Litigation Management Unit, and Organizational Effectiveness Corporate - Governance Unit, Internal Capital Adequacy Assessment Unit, Employee Services Unit - HR, Talent Management and Learning and Development, Direct Debit System - GBO Unit, Home Finance Operations - Servicing and Disbursements – GBO.

Dubai

● Developed and streamlined end to end Process Flows and Procedures for: Foreign Account Tax Compliance Act (FATCA), Paperless Account Opening for Individual customers, Distribution Business, Handling of customer complaints received, with regards to reporting to Al Etihad Credit, Bureau (AECB), Prepaid Cards, Financing against Investments, Financing against shares, Auto Takaful (Auto Insurance), Setting up of New Foreign Currency on system, Automated Bulk Account Opening, Call Center Empowerment, Scanning and Archival of Account Opening Documents at Vendor, Scanning of all documents for Retail Assets at Vendors premises● Re-engineered existing Gold Certificate Procedures to enable the execution of deals without customers having to visit the branch● Streamlined Referral Process to ensure complete control over the deals referred to Service Providers by Bank Staff● Regularly visited various departments to re-engineer the existing procedures and suggested required modifications to enhance their efficacy.● Re-vamped Emirates Islamic - Policies and Procedures interface to make it more structured and dynamic, enabling end users to have access to complete information at the click of a button.● Managed and planned a major project of Phone Banking Services involving various sub-processes and process flows to re-design the entire work structure of Call Center to enhance customer experience and satisfaction.

Dubai

● Partnered with stakeholders on assigned applications to define enhancements/new implementations to create efficient processes and scalable systems to support end users● Coordinated the elicitation of Business Functional and Non-functional requirements using interview sessions, document analysis, Requirements gathering workshops, surveys, Business process descriptions, Use Cases, scenarios, and business and workflow analysis.● Engaged SMEs (Subject Matter Experts) to understand, analyze business needs, and translate them into application and operational requirements.● Responsible for Requirement gathering and design documentation review. Created Process flow diagrams to understand the AS-IS process and collaborated with the team to design the TO-BE process based on the gathered requirements.● Developed, implemented, and maintained Test Plans and Test scripts that ensure thorough testing of all applications, thereby, minimizing risk through effective UAT.● Defined Test strategy, managed defects, generated reports, communicated issues, documented test results, and reviewed documentation and adequacy of application controls.● Analyzed, documented, and tested program development, logic, process flows, and specifications from the user’s standpoint during UAT (User Acceptance Testing).● Assisted/coordinated with IT/Business for initiation of new projects/enhancements as required by the Management.● Supervised/followed up and managed the enhancement/changes in the systems.● Managed complaint resolutions and closure of observations raised by Internal Audit and Quality Assurance● Key member of the project team, responsible for the 18-month system migration from AS 400 to FinnOne: Actively involved in critical areas of migration/post-migration phase of Vehicle Murabaha accounts from AS400 to FinnOne;

Dubai

● Reconciled all records of buildings managed by the Property Management Department, identified the shortcomings, and suggested corrective measures.● Developed a mechanism for adequate segregation of duties between administration and custodianship. ● Implemented the PDC procedure to ensure all related activities are regularized.● Ensured that a procedure was in place for timely deposit of PDCs.

Pakistan

● Worked on problem resolutions and independently examined MANCOM problematic cases.● Collaborated with departments across the bank to implement and monitor a smooth problem-resolution process, ensuring timeliness and quality of complaint resolution by keeping the team informed about product features and process flows.

Pakistan

● Developed, implemented, and revised the Service Management Program (SMP) for branch banking to enhance service standards.● Performed monthly monitoring of ISMs in areas of responsibility and reporting as per the target date. ● Rolled out results outlining anomalies or best practices to branches.● Conducted monthly quality analysis on ISMs results and reported findings by highlighting the key performance improvement areas.● Attended service meetings within the area of responsibility.● Identified, developed, and implemented continuous improvement activities in the areas of responsibility; ● Facilitate and coordinate amongst the segments to ensure process standardization for resolution of operational issues.

Pakistan

● Addressed every customer's formal/informal complaint, identifying and eliminating any shortcomings by recommending corrective action.● Conducted root cause analysis to identify and address process gaps, recommending areas for improvement to the Service Quality Group.● Monitored areas where frequent complaints occur, standardized the Turn-around-Time, and diligently resolved customer complaints within the specified time, ensuring complete customer satisfaction.

Pakistan

● Marketed various Union Bank products from the customer contact center while resolving issues relating to merchants.● Provided customers with 1st-level information such as account balances and credit card balances.● Managed the maintenance of customer accounts which included Account Activation, Internal Transfers, Third Party Transfers, Stop Payment on cheques, Updating permanent nature information on the system, etc.● Also managed the maintenance of Credit Cards including Card Activation, Marking of Lost/Stolen cards, Cancellation of Cards, Statement Generation, Reward Points Redemption, and Updating Permanent Nature Information.

Bsc In Computing And Information Technology

Higher Diploma In Business Information Technology

Higher Diploma In Business Information Technology

Bachelors Of Commerce