Sathusen M

• Managing the Key Performance Indicators set by the organization.
• Holding daily reviews with the complaints management team and working with the stakeholders within the bank to effectively resolve client complaints.
• Root cause analysis of client complaints and identifying the theme arising from the complaints aiming to eliminate recurring root causes in order to reduce overall complaints.
• Responsible for managing complaints regulatory complaints aligned with the Central Bank of UAE rulebook aiming to resolve the complaints within the predefined turnaround time and analysis of repeat & high risk complaints received in the regulator channels.
• Assuring appropriate governance of high risk complaints such as Potential inappropriate mis-selling, Escalated complaints to senior management.
• To ensure timely coaching and feedback is offered to the team members for effective resolution and enhanced client experience.
• Responsible for constructing monthly reports, service review presentations, Newsletters related to complaints management.
• Assuring the complaints management team adopts the best practices and are aligned to Bank's policies and guidelines.

• Handling day to day banking queries, service requests, Investment Deals logging.
• Complaints Handling, Objection handling for UAE Priority clients and Jersey Premium clients via email, phone channel and online banking back office.
• Evaluated CRM reports regularly, actioning improvements to achieve impressive results.
• Identifying training needs/requirements
• Competent with analytics and problem-solving
• Knowledge in Individual Client Due Diligence (ICDD) and Client due diligence (CDD) for priority UAE clients.
• Managed a Client base of 2950 Priority Private clients.

Assisted over 150000 clients with train times and moved to sales of Railcards for the whole of UK rail network. Stake holder management. Coordinating with key stake holders and assisted officers on the floor with the process updates.

• Overlooked and maintained heavy machinery in the production line.
• Testing of viscosity of Hydraulic Fluids.
• People management done at rigger and fitter level.