Customer Service Manager,programs manager,corporate, operation manag

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Address: PO Box ***** -Doha, Qatar +***

******89, Email: *********@*******.***

NOUR SALIM MOETASSEM

BANKING & FINANCIAL PROFESSIONAL

Strong track records of extraordinary performance in fiercely competitive scenarios OBJECTIVE: High growth oriented organization, demanding high standards of quality and precision SYNOPSIS: diligent, multitasking and result-oriented professional 14 years of accomplished experience in Banking. Profit- oriented,planning/ implementing proactive procedures, corporate finance and financial analysis, credit worthiness, risk analysis, internal control. Pragmatic,proven managerial acumen, pressures, deliver assignments within specified time without compromising on quality benchmarks. Excellent communicational,interpersonal,and time management skills. Utilizing my experience to excellence my departments’ visions and targets. EXECUTIVE SUMMARY

Experience in corporate banking,project management,strategic planning,quality and cash area management, reconciliation and Branch Tellers and customer service Operations and day to day activities

Expertise in Finance management, investigation and shoulders full ownership of the job till resolution

Hands-on experience in providing best banking services & financial solutions to Retail as well as Corporate clients

& ensuring satisfaction by setting parameters to achieve delivery & service quality norms.

Maintaining process standards for operations & ensuring quality standards.

Ability to lead, motivate staff to maximum productivity and control costs through the most effective uses of manpower and available resources. Articulate communicator, flexible, adaptable and motivator who can work with Multinational teams

CORE COMPETENCIES: Financial & Strategic Planning Banking Operations and Reconciliation of accounts Selling Of Financial Products finances, mortgages and credit cards Business Development Service Standards Financial Reporting Client Relationship Management Risk Analysis Operational loss Cross Functional Coordination MIS Teamwork Liaison & Networking MAJOR AWARDS & ACCOMPLISHMENTS

Stars of excellence Award from Hamad Medical Corporation.

HSBC Shukran awards for efficiently resolving various customer service issues Barwa CEO’s appreciation for winning the prize of staff of the month. Coordinator for User acceptance tests in connection with QCB electronic Cheque clearing and systems interface migration. Acquainting new retail system (GFS), (Power Card) for credit cards analyzing strengths and weaknesses. Applying multiple hypotheses for testing different banking system.

Setting up, examining and reviewing retail banking procedures project in Barwa bank liaising with risk department. Establishing evening banking and new branches projects. Trainer for all new staff ( on job training ). Timely identifying system and deficiencies which lead to Operational Loss PROFESSIONAL EXPERIENCE :

Customer Experience Manager – Hamad Medical Corporation HMC : May 2017- present Providing best levels of quality service, strategic planning,problem solving,satisfaction level analysis and dashboards,staff engagement and customer experience,staff recognition,resolving complaints, comments, general enquiries and dealing with compliments and surveys. Leading a fully-fledged team of staff at centre facilities. communicating media alerts . streamline business system

Branch Operations Manager Barwa Bank Qatar : OCT 2011 – April 2016

Heading and managing highly active branch, day to day operations. Maximizing profit and sales of high volume branch by widening customer base, optimizing external customer satisfaction, ensuring professional business development, auditing and controlling the sales and operations,being alert to operational risks, complying with anti- money laundry. Heading bulk of cash, foreign currencies and custodies. Approving customers finances and applications using different sophisticated banking systems where some are linked with Qatar central bank credit bearu, world watch . Acting as a branch manager and covering shortages in different shifts,Ramadan and Eids. It was developing, building up retail procedures and criteria.

Assisting customers needs according to Shariaa complaint banking solutions, insurance and investment offerings, brokerage, wealth management schemes. Planning and organizing, development programme for team esp Qatari staff through job rotation and elearning for creating a pool of staff with multi-tasking abilities

Internal Procedure and Policies in operations and QCB/External Audit recommendations are followed with thereby safeguarding the bank from potential loss.

Reviewing policies to ensure that operational risks are identified, reported, escalated and mitigated. 2

Area Level Cash requirement of the Bank and coordinating with Group 4 for branch supply and Premium clients. Controlling bank main vault complying with vault and combinations procedures.

Surprise checking on branch transactions and custodies with customer service, tellers and main vault. Branch Operations Manager International Bank of Qatar IBQ and Al Yusr: May 2010 – OCT 2011

Audit requirements and operations in the Islamic branch Al Yusr

Leading front line team of staff maximizing sales and efficiency

main vault and branch custodies of tellers and customer service liaising with central vault laising with civil defense and ensuring fire alarm systems are in place.

Eliminating customers complaints. Cross selling banking Islamic products like mortgages, property finances and mobile and internet banking.Attracting products that help banks balance sheet, and ALCO asset/liability committee

.Automated Banking Clearing Cheques

Coordinating staff HR issues . focal point of internal services and suppliers provisions Assistant Manager Corporate Banking HSBC Bank Middle East Limited Amanah : March 2008- May 2010

Handling conventional corporate banking portfolios, cooperating with corporate credit risk departments, analyzing and offering companies facilities, treasury products, asset management.

Taking care of all corporate Islamic facilities that is taking place in HSBC Qatar

Raising up analytical financial credit proposals of corporates esp large corporates and sophisticated entities Financial analysis to evaluate impact of choices

Reviewing profiles, balance sheets, income statements, cash flows, projections, provisions

Dealing with equipment lending, factoring, bill discounting, bill collection, trade finance, ratios, accounts receivables, treasury and cash management services, portfolio evaluation, debt and equity structuring

Financial management of portfolio which is critical to the stability of financial system.Analyzing risk applying analytical framework of modern finance

Marketing corporate services and branding

Maximizing corporate base and expanding new relationships which is a key profit centre for the bank.

Making decisions with profound implications for the well- being of individuals, corporations.

Coordinating with cash management and HSBC Business banking department. Customer Service Manager ( HSBC Bank Middle East Limited : 2007 – March 2008

Highest levels of quality personal financial services .Arranging projects, meetings and campaigns

Leading and motivating a team of workforce who provides best service and maximize product sales and profits.( managing profitability ) .Controlling business target plan,sustaining future competitiveness,developing process .

Control, internal business processes . Providing leadership and direction in creating sustainable workforce. Managing employment, diversity programs.

Evaluating financial experts analysis of individuals and fulfil their banking needs. 2002-2007 HSBC

April 2007: incentive trip of HSBC to Greece as an award for the excellent performance during 2006

2006 supervisor VIP customer service : customer service, negotiation skills for Investment deals, buying, selling, and giving financial advice in relation to market trends . Using spreadsheets and balance sheets

Status personal banking advisor ( VIP customers)

2005:customer service representative in Personal Banking and floor walker (quick service delivery supervisor)

Network Services Centre NSC officer : Processing operational requests of personal and vehicle loans

OCT 2004: Translator and administrative officer : Translation of business and legal documents. Managing personal immigration issues of staff . Assistant to Operation Centre Manager.

Aug 2004: Grindlays bank International Bank of Qatar IBQ, Inward Clearing Officer in the Electronic cheques June 2002: Trainee in Standard Chartered Bank . Credit and Collections departments in consumer banking . EDUCATION

Qatar University

Master Degree of Business Administration. MBA with a 3.65 GPA Various detailed courses of Management, Accounting, Marketing, Finance, Corporate finance, Statistics, Economics, Management Information,Operation Management, International Business, Strategic Management, E-Business, Total Quality Management, Management of Human Resources, International Trade and Finance and Others. Qatar University

Bachelor of Arts BS : English Literature _ Humanities and Social Sciences College Excellent University Degree

(Distinction ) Qatar Amiri Scholarship

Study of all the fields of English Literature/Language and its history. Other university graduation requirements. 3

High School

Amna Bent Wahab Scientific Section ( 99%)

Toefl Score of 587 accredited at Qatar University Toefl Preparation course at American Education Centre : In cooperation with Capital University, USA .

Toefl Preparation course at Arizona English Language Centre. French Elementary 6 levels studies ( French cultural centre ) MANAGEMENT EXPERIENCE

Testing and implementing the new Bank System as a major coordinator ( GoldSuite system), planning, budgeting,staffing, scheduling, and arranging facilities control and management.

Intensive set of courses inside Qatar and in HSBC Dubai ( in Dubai : Trade Foundation Course, Introduction to CMB systems (commercial banking), Introduction to Financial Analysis Course, Systems for Credit Management.

Involved in firm’s evaluation of past financial performance and its future prospects and identified the investment expansion opportunities.

Training and developing new Qatari of the Bank (In Corporate and retail Dept). Quest Magazine

Projects Qatar held for corporate clients in Qatar Exhibition centre . Moody’s e learning test

Training in Islamic Shar’iah banking with Bait Al Mashoura. The most developed Shar’iah system solutions (Ethix)

Extensive advanced trainings in Anti Money Laundery Acquainting capabilities of work responsibility,customer satisfaction, dealing with different types of personalities and characters.

Commended for managing a staff of 14 in 2 different locations consisting of 5 Nationalities including local Qatari staff, Achieved considerable savings by creating the GIWIS scanning area for documents scanning to India for processing. Instrumental in setting of Control mechanism to measure efficiency

Marketing material, product features and collaterals timely reviewed, updated and communicated. Streamlined and set up processes for queries/complaints

Involved with Commercial Businesses to increase card base and turnover/sales

Ensured centralize service and maintenance by implementing an end to end process and meeting the turnaround time for finance processing

Managing shares and IPOs (Initial public offering) being the only manager reviewing and signing for customers in branch. Proactively looked for value addition to the products, successfully increased the number of Corporate and retail customers .Corporate Social Responsibility initiative of the bank and seminars (gave speeches )

Exercising control and supervision of Teller area and customer service including technical support for the foreign exchange issues

Internal and compliance control procedures e thus safeguarding the bank from any Loss/Risks

Handled Operational Risk Identification and Mitigation, validation of vouchers posted by tellers, and journals of customer service. Clearing cheque approvals through Automated System, Control and Daily reconciliation of Credit Card and ATM Card PIN. Customer satisfaction index during annual Customer Satisfaction Survey.

Ensured teams deliver high quality customer service and quality referrals of the bank's products to the branch's sales team, Acts as a Fire Marshal for the department in case of fire emergencies

Operational Risk Identification and Mitigation, suspense accounts and analytical reports

Delivery of Credit cards, ATM cards and Cheques Books to the customers and daily end of the day balancing and reconciliation. Responsible for any unexpected teller variation (shortage or overage ) and raising imbalance report. Back office (credit cards,personal loans and vehicle loans). Dealing with corporate LCs and LGs Training/ Seminars Attended:

Treasury and Foreign Exchange course conducted by HSBC in Dubai

Introduction to Credit, Engaged Manager Program, Achieving Customer Service Excellence and Introduction to People Management. Trade Finance Workshop conducted by HSBC training centre I T SKILLS

MS Office suite, financial packages and the Internet applications Operating Systems : Cambridge International Diploma- at Al Attiya Computers and Technology LTD. In(Microsoft Windows2000,Microsoft Word2000, Microsoft Excel2000, Microsoft Internet Explorer 5.0, Microsoft Powerpoint2000, Microsoft Access2000).Windows XP Applications: LOTUS Notes, outlook email, Microsoft Office (Word, Excel, Power Point, outlook), Research- Lingo (Linear Programming Package) ACHIEVEMENTS Received HSBC Best Performance Award for 2006 for excellence performance, customer satisfaction and management profitability (Banking Trip to Athens, Greece ). PERSONAL DETAILS: Date of Birth: 3rd JAN 1982, Languages Known: Arabic,English, French References: Available on Request

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