1. SENIOR MANAGEMENT PROFESSIONAL
Operations Management ● Process Enhancement● Business Development Manager
Proficient in running successful method-oriented operations and taking initiatives for business excellence through process improvement
S U M M A R Y
• A result driven professional with 12+ years of experience in the areas of Banking
Operations, Payroll & Cash Management and Relationship Management
• Experience in managing banking functions in co-ordination with internal / external
departments for smooth business operations
• Developed competency in implementing strategies towards enhancing business
volumes and growth
• Skills in managing & leading teams for running successful process operations &
experience of developing procedures and service standards for business
excellence
• Possesses effective communication, interpersonal & problem solving by negotiation
skills and has handled extremely busy and hectic schedules
C O R E C O M P E T E N C I E S
• Ensuring that transaction are processed on time with no processing error and controlling the issues pertaining to operating risk
and compliance
• Handling clearing section of the branch entailing outward clearing
• Monitoring cash management services, clearance, statement rendering and inter-branch entries
• Ensuring the timely delivery of process multi-pay cheques
• Formulating the MIS reports / documents for the smooth movement of operations
• Directing the cash payroll cheques, exchange foreign currency, receiving loan payments and issuing traveller's cheques
• Maintaining the records of cash and cheques that come in and out of bank's vault over the course of day
• Building new relationships and interacting with the existing clients for marketing of the various products offered by the bank
• Conceptualising and implementing competent strategies with a view to penetrate new accounts and expand existing ones for a
wide range of products / services
FAISAL FIRFIRE
: 00971 56 226 3301
: faisal007af@yahoo.com
: Dubai, United Arab Emirates
Soft Skills

2. • Maintaining good relationship with HNI and private banking customers
• Ensuring a customer focused approach for quick redressal of queries & complaints at the branch
• Controlling in trade finance operations such as establishing inland letter of credit, negotiating LC bills, discounting of clean bills,
issuing bank guarantees, inward bills under LC and submitting control returns on all the bills discounted
• Monitoring all inward / outward remittances which include Letter of Credit, Import Bills, Export Bills, Remittances, SWIFT
Operations, Monthly ECGC Premium, R-Returns, etc.
O R G A N I Z A T I O N A L E X P E R I E N C E
Since Feb’04: Emirates NBD Bank, Dubai, United Arab Emirates as Operations Supervisor
Growth Path
Apr’2004-Sept’2004: Customer Service Representative
Mar’2007-Aug’2010: Supervisor- Cash Management
Sept’2010-Sept’2011: Supervisor- SmartBusiness Online Banking for Corporate (E-Commerce)
Oct’2011-Mar’2015: Operations Supervisor
Apr’2015-Present : Business Support Analyst /Officer
Accountabilities
As Business Support Analyst/Officer
• Assisting with the business case
• Planning and monitoring
• Eliciting requirements
• Requirements organization
• Translating and simplifying requirements
• Requirements management and communication
• Requirements analysis
As Operations Supervisor
• Monitoring Corporate Action Generation and settlement
• Islamic Bank Bond trade validation and settlement
• Daily Transfer Agent generation and settlement thru Clearstream
• Handling Reconciliation issues (Nostro & Transit accounts)
• MM transaction on local and international market, in local and foreign currencies.
• FX transaction on local inter-bank market, in cover with customers and local banks.
As Supervisor-Cash Management
• Obtain and monitor daily bank balances.
• Reconcile (monthly) bank accounts.
• Communicate and follow up on all reconciling items with the field.
• Reconciling specific receivable accounts and activity to the ledger.
• Process wire/ACH transfers.
• Monitor and record bank fees.
• Create monthly bank fee analysis.
As Customer Service Representative
• Handle customer inquiries, complaints, billing questions and payment extension/service requests
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
• Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions
Highlights
• Demonstrated excellence in:
Key Result Areas

3. o Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given
week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
o Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in
all categories including communication skills, listening skills, problem resolution and politeness
o Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in
performance evaluations
o Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
• Recognised as "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers
of both new and established employees
Mar’15-Present: Emirates Islamic, Head Office, DHCC (Business Support Analyst /Branch Support
Officer) –
Accountabilities
• Assist Business Unit Leader in developing tactical and strategic, services and/or programs to support the Organization
Directorate’s goals (financial, quality, production, customer service, operational efficiency etc.).
• Support the collection of data and drafting of Bank’s policies and procedures, generating reports, presentations to the higher
management, reporting on project performance, metrics and status.
• Prepares routine reports (quality, customer service, operational efficiency etc.), Coordinate and provide monthly MIS metrics to
senior management.
• Receive and collate all Work Requests, Projects and PM work orders including assignment of classifications, priorities and
target dates.
• Proactively assists with the identification of training and development requirements of Branch Staff.
• Presents findings, and works with Business Unit Manager and other personnel to design and implement training and
development initiatives that will continuously upgrade the skills and capabilities of Branch personnel there by increasing
productivity.
• Carries-out other similar or related duties and ad-hoc assignments for review or investigation on an as required basis when
directed by the Manager.
• Maintain accurate and consistent information retrieval systems.
• Build and maintain effective working relationships with various levels of management, staff and stakeholders both internal and
external to OSC.
• Perform other general and administrative tasks, as required.
• Prepare, schedule and perform training of new hires (RBE/PBA/CSE/PBE).
• Keep knowledge of branch products/policies/deviation matrix.
• Offer on-going training to existing retail employees including account opening, compliance and regulatory training, transaction
processing, sales techniques, small business and consumer lending and coordination of security.
• Coordinate and implement all activities related to several training courses offered including course and sending out invitations
to participants.
• Recommends, research and develops training courses for Supervisors /BSSM /BOM.
• Provide support for mentoring program for new employees.
• Coordinated core work training programs for new banking staff and gave constructive feedback.
• Organized additional skills development workshops for old employees.
• Helped revise training curriculum in line with updated banking policies and trends.
• I am responsible to monitor and enhance performance of small business units with accountability for customer experience /
policy and procedural compliance.
• Provide acceptable level of support to Branch Staff & problem solving with other support unit which could help in increasing
performance.

4. • Training New Joining RBEs on Product, Policy & procedures.
• Efficient deployment of Sales strategies, reduce discrepancies, follow up on businesses to increase sales volume.
• Visiting Branch where required to address any issues related to Sales, System & incentives.
• Miscellaneous – Addressing all branches sales related issues – MIS, Products, Systems, Processes, Incentives etc.
• Achieve “Assigned Branches target” and “enhancing Branch Staff productivity”.
• Monitor daily Sales progress of Mass retail and identify and implement quick actions to overcome any sales performance gaps
in Mass Retail
• Manage capacity and recruitment process for RBEs with Training management and implementation
Feb’04-May’09: E-Channels (Internet Banking) - Smart Business (Online banking for Corporates) as
Operations Team Member
Accountabilities
• Controlled check cashing, deposit, money order & loan processing responsibilities
• Provided high level of customer service to all customers, which resulted in increased customer satisfaction levels
• Processed deposits and cashed checks for diverse clientele. Researched and resolved account discrepancies
• Augmented customer account information as needed
• Managed business administration and banking functions successfully
• Pivotal in processing and uploading salary prepay accounts with less than AED 5000 salary
• Created instance for new corporate (existing customer in finacle) and registering them in PCMS
• Performed World check for all types of accounts SME, PRB, Retail, DSF, CBU, QDEA, Maintenance, Salary Prepay and
Western Union and prepare report for 100% World check exact match
• Preparing emails/letter & any correspondences to our London based WC system and Bank Compliance
• Processed Western Union account, verify & approve for efficient transferring of money. With access to both Emirates NBD &
Islamic Bank
• Served as Office Manager of the unit by providing all the needs- sending e-mails to concerns unit which requires repairs of any
office materials, making of huddle board, in charge of key register , in charge of making/updating the organizational chart of the
whole unit which the head requires
Apr’03-Sept’03: Emilam Industries, Dubai, United Arab Emirates as Assistant Accounts Manager
• Supervise the analysis, summarization and maintenance of general ledger accounts and develop the chart of accounts for the
entity.
• Work on the implementation of a robust financial reporting framework to monitor performance, the flow of funds adherence to
the budget, expenditures, income and other budgetary requirements.
• Oversee the implementation of internal control mechanisms in order to mitigate financial risks.
• Oversee the compilation and validation of the integrated accounts payable information for all functions of the entity.
• Oversee the daily operations and functions including review of all payments, processing related to suppliers and maintenance of
payment records and fixed asset register.
• Manage the cash flow of the entity.
• Liaise with external auditors and third party advisors and support the year-end financial audit, providing consolidated statutory
accounts and audit files where required by external auditors.
• Develop appropriate internal controls and accounting procedures in line with industry good practices; monitor adherence to
agreed procedures and seek continuous improvement to enhance operations.
• Provide guidance to direct reporting staff in the development, analysis and preparation of reports in line with the established
policies and procedures, review accounting reports for accuracy and completeness.
• Develop guidelines and templates for the preparation of budgets of ongoing operations and special projects.
• Liaise with other functions to obtain inputs for budget preparation and generate the consolidated budget.
• Prepare analytical reports highlighting variances in spending and submit them for review.
• Oversee the timely update of the payroll database to ensure the accuracy of payroll data and information.

5. • Manage the preparation, verification and maintenance of payroll records and reports to ensure the payroll is processed timely
and accurately in line with due authorization, approved budgets and the entity’s policy and procedures. Coordinate with the
entity’s HR function as and when needed to obtain all necessary employee information.
• Review and approve all monthly payroll transaction in order to ascertain that all payments are accounted for in the financial
system.
• Review the reconciliation of payroll accounts to ensure data accuracy; ensure all the relevant ledger accounts have been
adjusted and correctly processed.
• Oversee, review and approve release of all payroll activities such as employee termination benefits (e.g. final settlements,
pension payments, claims etc. (while ensuring alignment with the entity’s Human Capital policies and other applicable labour
laws.
E D U C A T I O N
1999 B.Com. From Jai Hind College of Arts, Science & Commerce, Mumbai
University, Mumbai India
IT Skills: Well versed with MS-Office & Internet Applications
T E C H N I C A L S K I L L S
• Computer Software & Hardware Engineering (Basic Course) – Passed basic computer course from Science & Future Computer
Institute & advance computer studies at Aptech computer institute, Dubai, U.A.E.
• M.C.S.E (Microsoft Certified Systems Engineer) – Attended MCSE Training at Acti Computer institute, Dubai UAE
T R A I N I N G A T T E N D E D
• Attended internal trainings on Anti-Money Laundering, Banking Systems, Operations Risk Management, Customer Service,
Team Leading/building Concepts, Operations Policies & Procedures, Time management, Stress Management, Working &
Managing Teams, Motivation & Inspiration.
P E R S O N A L D E T A I L S
Date of Birth: 9
th
December 1979
Linguistic Abilities: English, Marathi, Hindi, Urdu & Arabic

6. • Manage the preparation, verification and maintenance of payroll records and reports to ensure the payroll is processed timely
and accurately in line with due authorization, approved budgets and the entity’s policy and procedures. Coordinate with the
entity’s HR function as and when needed to obtain all necessary employee information.
• Review and approve all monthly payroll transaction in order to ascertain that all payments are accounted for in the financial
system.
• Review the reconciliation of payroll accounts to ensure data accuracy; ensure all the relevant ledger accounts have been
adjusted and correctly processed.
• Oversee, review and approve release of all payroll activities such as employee termination benefits (e.g. final settlements,
pension payments, claims etc. (while ensuring alignment with the entity’s Human Capital policies and other applicable labour
laws.
E D U C A T I O N
1999 B.Com. From Jai Hind College of Arts, Science & Commerce, Mumbai
University, Mumbai India
IT Skills: Well versed with MS-Office & Internet Applications
T E C H N I C A L S K I L L S
• Computer Software & Hardware Engineering (Basic Course) – Passed basic computer course from Science & Future Computer
Institute & advance computer studies at Aptech computer institute, Dubai, U.A.E.
• M.C.S.E (Microsoft Certified Systems Engineer) – Attended MCSE Training at Acti Computer institute, Dubai UAE
T R A I N I N G A T T E N D E D
• Attended internal trainings on Anti-Money Laundering, Banking Systems, Operations Risk Management, Customer Service,
Team Leading/building Concepts, Operations Policies & Procedures, Time management, Stress Management, Working &
Managing Teams, Motivation & Inspiration.
P E R S O N A L D E T A I L S
Date of Birth: 9
th
December 1979
Linguistic Abilities: English, Marathi, Hindi, Urdu & Arabic