Aaisha Tasneem
Hyderabad
Summary
Seeking a challenging position to utilize my skills and abilities to actively participate in planning, analysis, development in a dynamic environment and contribute to the organizational growth to its maximum efficiency, effectiveness and quality.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Chief Licensing Officer
Management 3.0 B.V.
Netherlands
04.2018 - Current
- End to end tasks associated to run the process engine in running mode which includes - Leading the Facilitator Application Panel and reviewing the new applications which also includes sending the feedback whether it is approved or rejected
- Facilitators on-boarding and off-boarding Supporting our facilitators,handling their queries,working on their issues/concerns and so on
- Leading and Managing the Certificate of Practice Panel by doing the initial checks before the panel picks the COPs for review, sending them the feedback whether it’s approved or rejected
- If approved, take it further with the tasks associated with it
- Managing the Management 3.0 Webshop, answering the customers queries/concerns, liasing with the printing vendors, getting the inventory filled and other tasks associated with it
- Working on the Zapier triggers and identifying the loopholes and leaking funnels within the process on day to day activities.Keep an eye on the Zap fails and escalating to the relevant team
- Facilitating and attending the Team meetings,Campfire meetings,project meetings, On-boarding call and any new adhoc meetings for new initiatives or strategies Speaking to the customers if the call is being booked to understand the facilitation or licensing queries or to understand how to be a successful facilitator
- Since it’s a complete remote job with 100% remote work,hence ensuring the team is happy,engaging and still has fun together.
FCC Operations ( Education)
HSBC
10.2016 - 03.2018
- Conduct New Hire training for the new joinees in Financial Crime Compliance Operations
- Provide proper training to identify the criminals within the Financial systems with various technical and procedure related trainings
- Monitor, Analyze, Investigate and raise concerns about the customers transactions on daily basis if there is any Red Flag/Cautionary Flag
- Screen and Monitor the new to bank and existing customers ensuring that their KYC( Know your customer) is up to date with the bank
- Train the staff on the use of Google and other reliable social networking sites to identify the various criminal activities
- Help understand the staff the importance of the work when we are dealing with the customers who can misuse the financial systems for criminal purpose Be vigilant with the Entities who are operating High risk jurisdictions or into high risk businesses
- Ensure, we .are not banking with customers ( Individual/Companies) who are involved in Financial crime Risk
- Support for different regions like: UK, USA, Canada and INM ( Indian Monitoring )
- Should be always aware of the latest money laundering techniques and criminal activities globally
- Responsible to monitor the staff performance and provide instant feedback as and when required
- Conduct various refresher and cross trainings as per the Business requirement
- Travelled to Egypt to support the training delivery for the staff
- Attend weekly calls with the stakeholders globally
- Calibration of work across all the sites ensuring that all of us have the same understanding level Also provided Webex training to the Manila site
- Responsible fpr maintain a balance between the Operations and Quality Functions.
FCC (Quality)
HSBC
04.2013 - 09.2015
- Conduct audit for both the UK and US SCDM and to detect any activities overlooked or detect any error made by the SCDM Auditors while processing the alerts as part of Quality Team Do 100% Quality Check for the Non BAU and 10% Quality checks for the BAU Staffs of the alerts processed by them on daily basis and provide feedback
- Act as the second level of defense for identifying any Match cases
- Share the error trends & other best practices with the operations team to ensure they meet the required quality targets
- Providing answers to the queries as and when required
- Conducting Quality sessions each week for improving Quality of the Operations teams
- Responsible in sending the Hand over Report on a daily basis
- As per business requirement, successfully conducted many Classroom Training programs
- Successfully completed Webex Training for Manila Team and accredited them To prepare process Flow charts, presentations as per business needs
- Need to Liaise with Education, Operations and Quality Department for arranging Call Calibrations and Quality Hours.
Compliance Operations (UK SCDM )
HSBC
11.2011 - 03.2013
- Tomitigate potential legal, regulatory and reputational risks, HSBC screens new and existing customers/entities against watch persons/entities contained in defined watch lists via the Group standard system SCDM Handled work that involved complex & high level research work
- Clear understanding of World check & Internet research to resolve the alerts
- Clear and concise narration of the research to describe if the alert is supposed to be closed or escalated
- To monitor the customers and detect any suspicion when there is match in the case
- Keep a track of this match and escalate to the relevant department which in turn deals with the case through Business Area.
Compliance Operations-PCM:(Payment and Cash management)
HSBC
08.2010 - 10.2011
- Work role under this process was to monitor the wire transactions and detect any suspicious activity
- Handled work that involved complex& high level research work
- Clear understanding of World check & Internet research to resolve the alerts
- Clear and concise narration of the research to describe if the alert is supposed to be closed or escalated.
Customer Service Advisor in HBME cards and Banking for Middle East Customers
HBME
08.2007 - 07.2010
- Work role was to deal with various Credit cards and Banking related queries for Middle East customers over the phone
- Done Floor Walking as and when required Provided training on Credit cards asked by the management
- Handle Supervisory calls on day to day basis and assistthe Managers on the same.
- Mentored new joiners from 3 tranches and supported them till the time they are comfortable with the calls
- Done Quality checks and Provided instant feedback as and when required Clear the RCC mails which receives any new update or change in procedures etc
- On daily basis.
Customer Service Advisor and Call Coach in HFC Inbound Calls
HFC
03.2005 - 08.2007
- Services involved talking to external and internal customers over the phone everyday, comprehending various accents and different queries
- Take outbound calls basing on the issues Was a Floor walker and took supervisory calls Listen compliment calls and send the report to the Line managers each week Mentored 2 tranches by budding with them and mail the feedback reports to the manager Provided instant feedback to the new team members and helped them go live on calls
Customer Service Executive for UK Customers
Dell Internationals
Hyderabad
01.2004 - 01.2005
- Worked as Customer Service Executive for UK Customers dealing with various Computer related queries over the phone.
Education
Skills
- Documentation Management
- Application Review
- Technical knowledge
- Policy analysis
- Contract Administration
- Active Listening
- Staff Scheduling
- Document Verification
- Risk management expertise
- Interpersonal Skills
- Relationship Building
- Adaptability and Flexibility
- Goal Setting
- Money Handling
- Document Review
- Analytical Skills
- Excellent Communication
- Teamwork and Collaboration
- Problem-solving aptitude
- Self Motivation
- Time Management
- Decision-Making
- Meeting Preparation
- Team Collaboration
- Dispute Resolution
- Office Management
- Customer Service
- Written Communication
- Effective Communication
- Data Verification
Languages
- English
- Hindi
- Urdu
- Telugu
Hobbies and Interests
- Gardening
- Spending time with my family
Certification
- Foundation workshop by Management 3.0
Timeline
Chief Licensing Officer
Management 3.0 B.V.
04.2018 - Current
FCC Operations ( Education)
HSBC
10.2016 - 03.2018
FCC (Quality)
HSBC
04.2013 - 09.2015
Compliance Operations (UK SCDM )
HSBC
11.2011 - 03.2013
Compliance Operations-PCM:(Payment and Cash management)
HSBC
08.2010 - 10.2011
Customer Service Advisor in HBME cards and Banking for Middle East Customers
HBME
08.2007 - 07.2010
Customer Service Advisor and Call Coach in HFC Inbound Calls
HFC
03.2005 - 08.2007
Customer Service Executive for UK Customers
Dell Internationals
01.2004 - 01.2005
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