Senior Officer
Mashreq Bank
Total years of experience :14 years, 2 Months
Joined the treasury operations center after the management decision to merge Mashreq capital middle office role into operations as part of applying AGILE and started handling both middle office and operations roles for Mashreq capital in addition to various tasks pertaining to wealth management and investments operations like booking and settling trades, limits monitoring, investments coupons and maturities payments. Funds and shares transfers for Mashreq Trader Pro clients for online international equities trading as well booking and settling international offline equities trading & collateral management.
Reporting to the call center service manager of Mashreq gold and private banking and
Responsible to handle three different channels as below:
1: Gold and private phone banking channel:
Responsible to receive calls from high profile customers to answer inquires regarding the various retail banking products such as accounts, credit cards, loans. ...Etc.
Handle customer complains through first point resolution from my end or escalating it to the customer care unit if required.
Assist the relationship managers to handle customers’ concerns.
2: Mashreq securities help line:
Responsible to receive calls and emails from customers regarding their trading accounts with local equities markets where I am responsible to answer the various inquires, handle complaints, update the customers with the market news and liaise between the customers and the back office to process various forms and requests.
3: Mashreq asset management help line:
Responsible to receive calls and emails from customers regarding their mutual funds investments, liaise between the customers and back office for investment redemptions.
Responsible to process daily trading settlements and various requests with the local UAE equities markets (DFM & ADX) like NIN issuance, stock transfers…ETC.
Settlements with other brokers (MENA region equities) as well as settlement with the customer’s accounts.
Managing corporates actions activities by collecting the details, distributing the list to the concerned staff / investors and arranging to apply those corporates actions like bonus shares, capital increase/reduction and cash dividends.
Responsible for settling and booking of international equities and Fixed income trades, Respond to clients inquiries, Authorize redemptions and various payments through electronic platforms, Coordinate with custodians, brokers, funds administrators and back office to ensure smooth settlement, funds NAVs issuance, subscription, redemption and clients reporting, Instruct and process funds transfers between accounts and brokers, Validate on daily basis the funds NAVs, Update the company website site with the NAVs and email the concerned parties on daily basis, Send various reports to the clients upon receiving from the back office, Open and close accounts with banks, brokers and counter parties, attend to KYC requests and assist compliance on conducting due diligence on brokers and counter parties. Initiate management fees invoicing and follow up collection with the clients. Review the performance and quality of the service providers to ensure meeting the targeted quality levels as per the SLAs and arrange for fees payment for the service providers. Manage office administration work, review and update SLAs, SOPs, process notes and agreements. Coordinate and assist in issuing the financial statements for the funds.
Worked under retail banking group and was responsible for receiving calls from UAE,
Qatar, Bahrain and Kuwait customers. and handled their inquiries, questions, solved their problems, advised them for suitable products, cross selling and made outbound calls to sell credit card related products for UAE customers.
Played vital role to increase the sales numbers and company’s revenues as responsible
for selling and promoting company's products and services by making telephone calls, arranging personal visits or make direct visits to potential customers to make presentations, provide offers and make negotiations to close deals plus providing customer service for current base of clients.
i got bachelor degree on business administration , English section