Maryam Harqoos Al Falasi
Governance Specialist - Operations and Governance – Priority & Personal Banking
Profile summary
Attain a high level of professionalism within my career. To be recognized as an individual who aspires to build and give substance to my work. To be a team player that will always work to the betterment of my team and organization. To always maintain thirst and desire to learn and better my capabilities and find a challenging environment in the different industries to meet my knowledge and skills which will make me gain knowledge and experience from my position at your company and apply it to my daily tasks. I am interested in joining a challenging environment where in my extensive years of experience and knowledge in this field will be optimized. Long term goal is to reach Management level that will further my growth which may factor in the firm’s advancement.
Career highlights
Compliance and regulatory expertise: Delivering operational efficiencies and handling compliance and regulatory requests, ensuring diligence as per policy and procedure.
Client service and risk mitigation: Ensuring a high level of client service and risk mitigation through proactive client account management support and onboarding.
Key skills
Professional experience
To work within the segment as an integral part of the overall business support function and tasked with supporting the unit with all compliance and regulatory related requests and issues, and to deliver operational efficiencies within the Priority & Personal Banking segment under the following categories: Ø Ensuring remediation activities and compliance alerts executed / managed end to end with diligence as per policy and procedure. Ø Ensuring record management and action on outstanding cases/action points. Ø Liaising with Group Compliance, Tanfeeth group operations, technology team, operational risk, risk and legal, fraud prevention and investigation as and when required. Ø Execution of various activities, MIS preparation and validation, reporting to management. Ø Timely escalations and resolutions.
- Maintaining a high level of awareness regarding policy and procedure and fostering collaboration with customers, Relationship Managers (RMs), centers, and compliance teams.
- Oversight and coordination for remediation efforts, whether it pertains to High-Risk customer reviews or any other projects. This involves close collaboration with Tanfeeth, RMs, Customers, compliance, and relevant stakeholders to ensure precise execution.
- Preparing and disseminating Management Information System (MIS) reports and effectively managing all operational and procedure-related issues in a timely manner.
- Execution of other compliance alerts as per unit requirements, ensuring that they are carried out in strict adherence to policy and procedure.
- Any exceptions or deviations must be promptly escalated to the approving authority in accordance with the delegation matrix.
Ø Act as a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client channel issues and identify opportunities to improve overall service for the clients. Ø Ensure uniform approach towards implementation of Global IMO Model and adherence to DOIs. Ø Deliver excellent service against agreed service standards, delivery standards, and minimal error rates as appropriate. Ø Provide quality support and advice to Relationship Managers (RM’s) within all lending units on all documentation related matters, including the origination of documentation for customers where required . Ø Deliver excellent service and advice to our Corporate, Commercial & Institutional Banking (“CCIB”) Banking and Business Banking (“BB”) clients in all interactions for their channel activation pre-transactional enquiries/setup, trainings and other channel related issues. Ø Perform end-to-end orchestration across all processes and services managed by IMO. Ø Engage clients throughout process, ensuring seamless delivery and client experience. Ø Own and drive execution of processes, working closely with stakeholders and the value chain to deliver excellent client service, getting clients to the point of ready-to-transact as quickly as possible, across both simple and complex cases. Ø Provide insight and suggestions to improving processes, identifying opportunities to streamline and automate. Looks at ways to promote standard work and best practices. Ø Perform all relevant onboarding processes. Ø Creation of CDD for New Clients & Review of CDD for Existing Clients and perform regulatory onboarding (e.g. FATCA, CRS) activities and Drive GIC and network onboarding processes. Ø Respond and clear queries from Checkers / Other Specialists / Business CRM on a timely manner. Ø Work in partnership with all relevant stakeholders effectively within the end-to-end CDD process. Ø Where serving as a checker, perform checks on CDD output from Client Delivery Makers, ensuring they adhere to policies and standard work. Ø Escalate or enforce compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations. Ø Perform credit documentation activities for the deals flowing from CCIB and BB. Ø Conduct checks on Credit Documentation output as applicable. Ø Identify processing risks or inefficiencies and implement appropriate and effective changes. Ø Perform relevant account opening activities, working closely with the relevant onshore and Hub teams to deliver fast set-up of all relevant systems. Ø Deliver excellent service and advice to our CCIB and BB clients in all interactions for their Straight2Bank channel activation pre-transactional enquiries/setup, training, and other channel related issues. Ø Accept and arrange processing of various channels (Straight2Bank) and related products and services setup requests for CCIB and BB clients, including internal setups e.g. for Client Access, Transaction Banking (TB) implementation testing setups, various internal operations unit’s setups relevant to channels activation. Ø Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the operational risk team and Line Manager. Ø Ensure a clear and uniform approach towards implementation of the global operating model for all IMO-related processes, and adherence to DOIs. Ø Report any deviation (if any) to appropriate authorities and obtain proper dispensations. Ø Proactively manage risks and establish/monitor controls to improve the overall state of the risk management and operating framework.
Ø Work with the RM on a specified portfolio and jointly responsible for the revenue growth Ensure high standards of hygiene (including OR, Portfolio management, Credit risk, etc) in the portfolio. Ø Ensure the highest level of client service and risk mitigation through proactive client account management support with client on-boarding (liaising with IMO), account activity reviews, credit monitoring (liaising with CA COE) and flow maintenance. Ø Assist the RM in liaising with Legal & Compliance, CRC and clients to resolve documentation issues. Ø Provide proactive support on account maintenance activities like documentation, reporting etc by engaging and collaborating with the client, IMO, CA, MDU, Legal and Compliance and relevant ops teams as required to ensure the clients expectations are met or exceeded. Ø Support the GAMs, RAMs or FAMs on an aligned client portfolio to ensure strong client delivery execution. Ø Support Loan Drawdown, Cash Management, Trade Offerings & Audit Confirmations Ø Follow through to ensure documentation completion and validate limits are correctly loaded/reflected in Trade Products systems Ø Obtain approval for modification in standard documentation wherever necessary from appropriate authority. Ø Ensure documentation is completed and the limits loaded properly to ensure faster execution of the transaction. Ø Annotate on past dues and excesses daily in the portfolio. Ensure excesses/past dues are regularized on time and cash/cheques are released on time. Any exceptions to be highlighted to CA and GAM/FAM. Ø Seek approval from various authorities for release of trade offerings and release the deal in IMEX. Ø Liaise with COBAM/GAM/FAM if required on CDD related items to ensure eCDDs are created and renewed on time. Ø Seek necessary approvals, wherever required and release trade offerings on time to ensure faster TAT on trade transactions. Ø Liaise with FAM/GAM/RAM for day-to-day account maintenance and operational issues. Ø Track and action on Failed Trade Report. Ø Liaising with IMO and Credit Analyst teams to ensure seamless client onboarding and credit monitoring Ø Actively engaging and collaborating with Clients, RMs and Product Partners to understand and respond to any issues relating to the ongoing account maintenance, including highlighting any unusual utilization patterns to coverage teams. Ø Effectively partnering with IMO, CA, Legal, Compliance, Operations and Servicing teams as required to ensure client expectations are met or exceeded
Ø Meet set service standards and achieve turnaround times, at the same time ensuring compliance with agreed minimum standard. Ø Achieve excellent customer satisfaction and ensure no escalated cases are there. Ø Be strong in technical and product knowledge and be able to coach and counsel staff on bank products. Ø Ensure effectiveness of controls for compliance monitoring and risk management. Ø Acquire and enhance knowledge on the operational excellence. Ø To ensure control requirement of the business are adhered to in line with Group policies.
Ø Verify Account to Account transfer and Swift Messages. Ø Verification of transactions without errors avoiding customer complaints/financial losses. To ensure that relevant cutoff times are met. Ø Verification of Swift Messages originated from various other units without errors meeting internal TAT. Ø Verifying Text Modification cases and other messages in Swift Alliance.
Ø Establishes and maintains effective working relationships with other employees, officials, and all members of the general public Ø Prepares a variety of reports and related information for decision-making purposes, including monitoring monthly expenditure budget Ø Verifying Inward / Forward payments for foreign currency / local currency / Verifying salary payments related to our customer accounts / Verifying Account to Account transfer. Ø Checking STP report. Ø Distribute the work between the staffs and Make sure Inward queue is 0 by end of the day.
Ø Answering queries related to the services and products for Customers. Ø Opening & Closing all kinds of Current & Savings Accounts and Updating Customers Information. Ø Advance Salary for Current and Savings Account, Requesting Cheque Books and Handle to Customers. Ø Processing Loans and Credit Cards. Ø CRR4 & CRR12 (Upgrade & Downgrade Accounts). Ø Resolve clients, queries, complaints by logging all inquiries complaints on LMS (Local Management System). Ø Closing all complains within a SLA given.