Manager Service
Resume:
Arooj Amjad
**************@*****.*** • linkedin.com/in/aroojamjad
Warqa 2, street 22, villa 33, Dubai
PROFESSIONAL SUMMARY
A well presented, industrious and highly personable individual who has extensive in-depth experience of the entire banking industry. Possessing a huge range of abilities from providing support and leadership to junior staff right through to being able to successfully credit and products of a bank. Able to gain the trust of customers by interacting with people from all backgrounds. Also having a proven record of contributing to the profitability of previous employers by generating income and revenue growth.
WORK EXPERIENCE
Bank manager Sep 2014 - Jul 2020
Abu Dhabi Islamic Bank • Dubai
● Streamline optimum efficiency of multiple procedures, including management of middle office checks for onboarding new priority clients, and booking wealth as well as insurance business sourced by sales teams.
● Collaborate with group compliance on daily basis during onboarding high-risk/PEP classified personnel and entities through the administration of enhancing diligence. Serve as a key contributor across process re-engineering for ex-pat segment with regular interface in liaison with major stakeholders, including compliance, legal, and product.
● Conduct various sessions with external vendors, including insurance providers for funding houses and discussing product offerings as well as possible enhancements in comparison with current competitors.
● Deliver feedback through appraisals and one-on-one meetings by monitoring customer service staff performance.
Bank manager Jul 2012 - Aug 2014
Barclays Bank PLC
● Liaised with complaints team for escalations in timely resolution of customer issues/concerns whilst, managing major service areas and process improvements across bank’s service council, a bank-wide platform for discussion, and improving gaps within the process.
● Interacted with current premier clients on daily basis across Dubai and AUH to strengthen relationships as well as attended to specific banking needs. Conducted targeted visits to deliver knowledge regarding financial requirements during visits for existing customers.
● Supervised completion of multiple key KYC related projects for the bank. Implemented regular training sessions regarding policies/procedures of customer service staff to deliver execution of service in accordance with standards. Maintained required headcount by collaborating with potential candidates and the human resource team in evaluating and recruiting candidates to attain all customer service deliverables.
CUSTOMER SERVICE MANAGER Jun 2008 - Jun 2012
Barclays Bank Plc • Dubai
● Strategically analyzed statistics and various complex data in evaluating customer service levels delivered by the team in accordance with prescribed guidelines.
● Engaged several managers in providing process improvement procedures for customer service delivery. Served as a key member in identifying and recruiting customer service officers. Performed regular appraisals in delivering constructive feedback for utilization in the development of the customer service team.
EDUCATION
Bachelor International Business
University of Lincoln • Dubai
Masters in International Business
University of Wollongong • Dubai
SKILLS
● Customer Relationship Management
● Strategic Analysis & Implementation
● Process Structure & Re-engineering
● KYC/AML & Financial Crime Management
● Stakeholder Management
● Team Leadership & Training
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