Post Job Free

Resume

Sign in

Customer Service Management

Location:
Manama, Capital Governorate, Bahrain
Posted:
March 07, 2017

Contact this candidate

Resume:

Khalid Mohammed Albi

Director with Management Level

Location: Bahrain

Contact: +973-******** / 39848333

Email: acy5t0@r.postjobfree.com

Senior Management Profile

Snapshot: Senior banking professional with over 22 years of experience in diverse roles across the organizational hierarchy with proficiency in credit card and loan processing in compliance to various statutory laws. Motivational leader and mentor of multicultural and cross-functional teams with team management skills, adapting with agility to new environments and delivering consistently high levels of client satisfaction. Exploring challenging managerial assignments with a professionally managed organization

Core Competencies include...

Strategy Business Planning

Budgeting & Forecasting

Client Interaction

Business Operations

Compliance Management

Change Management

General Management

Management Reporting

Process Improvement

Loan & Credit Processing

Recovery Management

Team Building & Leadership

Executive Summary

Well versed in Loan documentation/ disbursement, Customer meetings, NPA monitoring, Report generation, Business performance, KYC/ Anti-money Laundering Norms

Proficient in credit analysis, property valuation, credit approval

Proven ability to provide a high level of Customer Service surpassing market standards and maintain healthy relationship with peers and competitors

Skilled in management of cross-functional teams; deep understanding of quality management in a services environment; leadership in designing of creative solutions aimed at maximizing customer satisfaction

Demonstrated ability to effectively plan, coordinate & meet deadlines. Self-driven, able to prioritize tasks and implement changes smoothly

Key Career Highlights

Rated high for consistently accomplishing business as well as operational targets through qualitative service delivery across professional career

Professional Experience

HSBC Bank Sep 1993 – Oct 2015

Career Progression:

Manager - Credit Card & Loan Jan 2008 – Oct 2015

Officer - Credit Card Dec 2006 – Dec 2007

Supervisor - Credit Card May 2004 – Nov 2006

Customer Service - Card Center Aug 1999 – Apr 2004

Benefit Reporter - Saving/Current A/C, Loan Dept, Time/Call Deposit Dept. Sept 1993 – Jul 1999

Responsibilities:

Credit Card & Loan Management

Evaluated credit applications of secured and unsecured loans including mortgages and credit cards with reference to risk factors like financial analysis, financial structuring, credit evaluation and assessment and collateral

Followed up with sales for ensuring submission of applicable documentation for credit applications. Ensured accurate entry of documents with required authorization and signature

Maintained updated records of source documents in the system including applicable documentation of overdraft facilities for existing customers

Interacted with clients & concerned teams in ensuring recovery & processing of costs based on prescribed guidelines aimed at maintaining organizational collection targets

Enhanced operational efficiency by implementing effective operational risk and internal control for Cards, Secured and Unsecured Loans Department

Operational Activities

Followed up with the offshore team for processing of facilities within service level agreement and in compliance to organizational quality parameters

Rendered consultancy to the management in optimizing departmental costs by implementing effective cost control measures and process improvement initiatives

Interacted with business for evaluating market requirements, customer feedback for reengineering service delivery aimed at enhancing client satisfaction

Collaborated with compliance department for resolving money laundering issues and organizing training sessions for team members on anti-money laundering to minimize chances of potential bad debts

Participated in internal audits and followed up with concerned stakeholders for effectively implementing audit recommendations

Team Leadership

Evaluated team performance and rendered productivity enhancement feedback. Organized training sessions for team members based on identified training needs

Groomed & mentored team members in enhancing client satisfaction & business generation by rendering qualitative service delivery

Guided team members in resolving critical issues with potential business impact and interacted with the senior management for implementing effective remedial measures

Educational Credentials

Diploma in Commercial Studies, University of Bahrain (1993)

Personal Details

Date of Birth : 22nd November 1968

Address : Villa 33, Entrance 1107, Road 1022, Al Hamala 1010

Languages Known : English and Arabic

Nationality : Bahraini

In 2015 & 2016 Best STAFF in HSBC BAHRAIN BANK.

Aug 2015 - HSBC Bank Europe/London (2015 Bribery & Corruption Exclusion)

- HSBC Bank Europe/London (2015 Health & Safety Exclusion)

- HSBC Bank Europe/London ( 2015 Operational Risk Exclusion)

- HSBC Bank Europe/London (2015 Rebuilding Trust & Banking Exclusion)

May 2015 - HSBC Bank Europe/London (2015 Rebuilding Trust & Banking)

- HSBC Bank (Operational Risk Foundation & Manager Level)

- HSBC Bank Europe/London (Global Standards e-Quiz) English & Arabic Version

- HSBC Bank Europe/London (HSBC Premier MasterCard-Middle East)

- HSBC Bank Europe/London (Records Management – What you need to know)

Apr 2015 - HSBC Bank Europe/London ( Bribery & Corruption – Do the right thing)

Feb 2015 - HSBC Bank Europe/London (Health & Safety – Don’t walk by)

- HSBC Bank (Driving Performance Through Objective Setting & Development Planning)

Nov 2014 - HSBC Bank (Anti Money Laundering – Detect deter protect)

Oct 2014 - HSBC Bank Europe/London (Driving High Performance)

- HSBC Bank Europe/London (Managing At Our Best – Refer to description to access the updated course)

- HSBC Bank Europe/London (Reputational Risk – Taking a closer look)

Sep 2014 - HSBC Bank Europe/London (Improving Process Efficiency through Lean Six Sigma)

- HSBC Bank Europe/London (Amanh e-Learning)

- HSBC Bank Europe/London (2015 Bribery & Corruption Exclusion)

- HSBC Bank Europe/London (Remote Working)

- HSBC Bank Europe/London (Sanctions – What you should know)

Aug 2014 - HSBC Bank Europe/London (Information Security – Securing information, protecting reputation)

Jun 2014 - HSBC Bank Europe/London (Effective Analysis Using Lean Six Sigma)

-Bahrain Institute of Banking and Finance (BIBF) in

The Professional Manager

Mar 2014 - HSBC Bank Europe/London (FATCA Overview)

- Bahrain Institute of Banking and Finance (BIBF) in

Strategic Business Planning

Nov 2013 - HSBC Bank Europe/London (Business Resilience – Planning pays off)

- HSBC Bank Europe/London (Bribery Zero Tolerance – Anti bribery & corruption 2013)

Jul 2013 - HSBC Bank Europe/London (HSBC Technology & Services (HTS): Production Management – Overview)

- HSBC Bank Europe/London (Sanctions)

May 2013 - HSBC Bank Europe/London (Review: Information Security Risk)

- HSBC Bank Europe/London (Assessment: Information Security Risk)

- HSBC Bank Europe/London (ELearning: Information Security Risk)

Apr 2013 - HSBC Bank Europe/London (ELearning: Data Certification Activity)

- HSBC Bank Europe/London (Review: Operational Risk)

- HSBC Bank Europe/London (ELearning: Operational Risk)

- HSBC Bank Europe/London (Assessment: Operational Risk)

- HSBC Bank Europe/London (Review: Anti-Money Laundering & Sanctions Awareness)

- HSBC Bank Europe/London (ELearning: Anti-Money Laundering & Sanctions Awareness)

- HSBC Bank Europe/London (Navigating Through Change)

- HSBC Bank Europe/London (Navigating Through Change – Pre Course Questionnaire)

Mar 2012 - HSBC Bank Europe/London (Coaching For Improved Performance)

- Bahrain Institute of Banking and Finance (BIBF) in Consumer and Small Business Lending

Dec 2012 - HSBC Bank Europe/London ( Unconscious Bias Learning for Employees)

- HSBC Bank Europe/London ( Health & Safety Awareness) English & Arabic

Oct 2012 - HSBC Bank Europe/London (Performance Management Curriculum Module 5: Understanding Calibration)

Sep 2012 - HSBC Bank Europe/London (Performance Management Curriculum

Module 4: Compacting Performance Conversations)

- HSBC Bank ( Complaints Management)

Apr 2006 Bahrain Institute of Banking and Finance (BIBF) in

Anti Money Laundering Awareness Program.

Mar 2005 Bahrain Institute of Banking and Finance (BIBF) in

Managing people problems

Dec 2004 HSBC Bank Europe/London (Customer driven champion)

Nov 2004 HSBC Bank Europe/London (Customer driven champion)

Mar 2004 HSBC Bank Europe/London (Customer driven champion)

Oct 2003 HSBC Bank Europe/London (Course in MS-World)

May 2003 Bahrain Institute of Banking and Finance (BIBF) in

Time Management

Aug 2002 Ideas Management Consultants(IDEAS) in

Quality service

Oct 2000 Ideas Management Consultants(IDEAS) in

Work Ethics

Dec 1998 HSBC Bank Europe/London (Customer driven champion)

Sep 1998 HSBC Bank Europe/London (Regional Training Center –Deira, UAE)

Apr 1996 Bahrain Institute of Banking and Finance (BIBF) in

Winning with customer service

May 1996 HSBC Bank Europe/London (Professional manner letter)

Jun 1995 HSBC Bank (Employee of the month award)

April 1995 Bahrain Institute of Banking and Finance (BIBF) in

Loan Documentation

~ References Available Upon Request ~



Contact this candidate