Samira Ahamed
Ajman,UAE
Summary
A Performance Driven Professional with experience of over 13 years in Business Control ,Business Operations, Financial Planning & Control, Credit Operations, Relationship Management, Specialized in Retail / Cooperate Banking operations. Was associated with RAK Bank, an astute Business Control Officer with experience in risk and regulation capacities. Identifies issues and provides remedial solutions using keen problem-solving and analytical abilities. Meticulous and focused to verify complex and ambiguous information for compliant case reviews. Proficient in conducting Root Cause Analysis, Identifying operations Risk and implementing effective controls to mitigate the same. Experienced in Operating Procedures writing and dedicated to deliver and maintaining high quality standards. Experience in Project/Clean up participation and testing, volume forecasting, trend analysis & capacity planning, ageing analysis, preparing & publishing MIS. Ability to improve operations, impact business growth and maximize profits through achievement in Credit operations, internal controls / efficiency improvements. Possess interpersonal, communication, leadership and analytical skills with demonstrated abilities in customer relationship management. Worked in multi-cultural environment in UAE and delivered sustained profitability and growth in dynamic conditions.
Overview
17
17
years of professional experience
Work history
Business Control Officer
RAK Bank
Dubai, UAE
2023.07 - 2024.06
- Customer Due Diligence is to analyze and assess assigned high-risk customer profiles for New to Bank customers account opening for all business segments raised to compliance, ensure assessment is performed against Bank's internal policies and procedures and determine whether are in line with Bank's risk appetite and in line with regulations.
- Conduct in-depth review as per Bank's internal KYC - CDD Policy and Procedures of new to bank High-risk customer profiles which have been referred by Business to Compliance for account opening of all High Risk customers from all business segments which include Individual, Non Individual (SME, BAF, Emerging corporates and Wholesale banking) including high Risk Asset customers as well.
- Ensuring completion of Customer due diligence is performed for new to bank High-risk customers account opening with correct KYC data and information with information and document provided as per policy and regulation.
- Work closely with Business to obtain any missing or additional KYC information or documentation during new to bank onboarding which will be required to complete high-risk customer account opening as per Bank's internal procedures.
- Ensure if customer has any red flags /FCC concern, suggest for cease onboarding process and work with Team lead to actioned through Business, ensuring such cases are raised to be added in internal watch list and raising SAR (if applicable) through AML team.
- Ensuring any newly identified PEPs through new account opening process while conducting screening on High Risk NTB customer onboarding, completion of PEP assessment with High-Risk account opening, obtaining appropriate senior management approval before any High Risk new to bank case is approved.
Ensure that required KYC information and documentation is properly retained and stored using Bank's systems for each business line for all High Risk New to Bank account opening. - Document review process to evidence analysis conducted rationale as well behind approval /sign-off or rejection of new to bank High-risk customer profiles.
- Escalate any concerns to ensure high-risk new to bank customer profiles are well assessed and in line with Bank's policies and procedures before onboarding is completed.
- Follow Bank's exception handling process to obtain approvals where required information is not available (either temporarily or permanently) for Bank during CDD onboarding process, or any trigger identified indicate heightened risk of financial crime for all New to Bank High-Risk cases.
- Required to contact and interact with all Departments/branches and functions of Bank that may require advice (e.g., Credit, Operations, and respective Business and Branches etc.) while performing Customer Due Diligence.
- Shall ensure that customer due diligence measures are completed within acceptable time by High-Risk Onboarding CDD team.
- Is accountable for providing accurate and timely information to Manager on AML /TF risks identified during New to bank High Risk onboarding process and for ensuring compliance with relevant laws in all aspects of Bank's activities.
Credit Operations Officer - Loans Department
Rak Bank
Dubai, UAE
2012.06 - 2023.06
- Specialist in Retail Loan / Cooperate Loan i.e. Personal Loan , Auto Loan , Mortgage Loan & Business Loan. Ensure end to end process of Debt Consolidation is handled effectively.
- Ensuring Loans are approved within delegated authorities and are processed, documents checked, entries processed, data entry processed, loans disbursed as per operating procedures & guidelines
- Authorizing customer's post disbursal instructions/services upon instructions from branches/collections and Credit.
- Ensuring all system related functions is performed accurately.
- Handling queries in manner which meets agreed service standards.
- Coordinate with multiple stakeholders - Sales, Credit, CardCenter, FPU, CPV, Compliance , EDD, Sanctions, Collections, Policy Unit & Customers.
- Release of MIS - Report fortnightly to Business & Management Team.
- Resolving Customers, Relationship Managers queries on Loans
- Assisting in implementation of new productivity MIS's by providing feedback on what can be done to better current process
- Training team members and new recruits to ensure their performance meets required standard
- Support Operations on new initiatives related to various projects initiated from time to time to ensure proper controls are in place.
- Initiate clean up exercises to ensure data quality of Equation / RLS / Finacle, as part of CORE banking migration clean up.
- Performing any other tasks instructed by line supervisor to support smooth operation of department.
Team Leader - Northern Emirates
BLS International Services
Dubai, UAE
2011.03 - 2012.06
- To manage day to day planning, operations and problem-solving of team of agents to meet with required service level components, standard and targets and to develop team to ensure delivery of consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as communication conduit between Front liners and Management
- To offer creative solutions and ensure delivery of team sales, service level components, quality and productivity targets & indicators people management, including all HR related issues, as well as staff development operational management along with managing floor, Adherence to schedule
- Ownership, problem resolution and also call monitoring Coaching and feedback, responsibility for delivery of defined customer experience in every call
- Training and development of staff motivation, leadership for team of 27 and developing future leaders
- Recommendations for product and process development based on customer feedback and analysis of same conducting performance appraisal for team and contribute for initial hiring and selecting process of front line Compiling reports on team's performance and customer feedback
- Communication and being focal point of dissemination of information from management to team and vice versa
- Work very closely with team members to solve customer problems also needs to understand agent's problems and weaknesses and address these Offers solutions and suggestions for process and product improvement to management
- Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes
- Possesses certain additional supervisory level authority for reversal of charges responsible for making decisions on training requirement for team members and adjusting targets to suit needs of business also responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Clerk - Account Services Unit (Central Operation Team)
Rak Bank
Dubai, UAE
2007.01 - 2008.07
- To update and maintain accounts (static data like address, signature, RM codes, etc of customers) as per OP and ensure correct and appropriate information is input in right fields while amending static data
- Ensure to check internal and external black list databases for POA's and adding, updating and deleting Beam notes & diary notes
- Ensure KYC guidelines are followed while upgrading accounts
- To issue letters with regard to various processes like change of signatures, downgrades, closure letters, expired T/L, etc., ensure due for dormancy reports are checked on monthly basis and do necessary amendments in system as per instructions given by branches and officers
- To close accounts as per OP, update return mail details and issue status letters as per OP and process all types of captured ATM cards as per OP.
Education
Master's Degree - Operations Management
Jaipur National University, Jaipur, India
Sharjah2021
Bachelor - Bachelors of Business Administration
Rajiv Gandhi Council For Engineering Technology & Management - BBA.
Sharjah2021
Skills
- Rapport and relationship building
- Compelling leadership skills
- Training initiatives
- Planning and coordination
- Public speaking
- Risk management
- Implementing policy and procedure
- Ability to assess compliance vulnerabilities and risk
Languages
English
Beginner
Hindi
Beginner
Urdu
Beginner
Malayalam
Beginner
Tamil
Beginner
Timeline
Business Control Officer
RAK Bank
2023.07 - 2024.06
Credit Operations Officer - Loans Department
Rak Bank
2012.06 - 2023.06
Team Leader - Northern Emirates
BLS International Services
2011.03 - 2012.06
Clerk - Account Services Unit (Central Operation Team)
Rak Bank
2007.01 - 2008.07
Master's Degree - Operations Management
Jaipur National University, Jaipur, India
Bachelor - Bachelors of Business Administration
Rajiv Gandhi Council For Engineering Technology & Management - BBA.