Performance-driven professional with over 26 years of experience encompassing Branch Operations, Client On-boarding, Retail
Banking, Standard Operating Procedures, Corporate Account Services, Cash Management & Remittances, Transaction Banking,
Reconciliation & Statutory Reporting, Performance Management and Team Management.
Last associated with First Gulf Bank, Abu Dhabi, UAE, as Assistant Vice President (Unit Manager).
Proficient in managing the overall functioning of branch, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
Skilled in conducting regular review meetings with the relationship management and operations teams in order to discuss
service issues and arrange for resolution and feedback.
Hands-on experience in encouraging continuous staff participation in process improvements in order to improve
customer service and retain clients.
Expertise in processing client applications for internet banking, including user configuration and on-boarding clients for the
various transaction banking products.
An enterprising leader with skills in leading personnel towards accomplishment of common goals.
1997: Certified Associate of the Indian Institute of Bankers (CAIIB) from The Indian Institute of Bankers
1990: ICWA (Intermediate) from The Institute of Cost & Works Accountants of India
1986: BA in Economics from Ramakrishna Mission Vivekananda College, Chennai, Madras University, India
Retail Banking Operations & Branch
Business Process Management Customer Relationship Management &
Client On-boarding & Documentation
Liaison & Coordination Transaction Banking & Cash
Team Management Corporate Account Services Performance Management
~Branch Banking, Retail & Corporate Operations - Client On-boarding
& Account Services, Cash Management & Transaction Banking,
SOP & Business Process Management~
Sep’08 to Nov’15 with First Gulf Bank, Abu Dhabi, UAE
Last designated as Assistant Vice President (Unit Manager) - Client Services, Global Transaction Services,
Sep’08 to Aug’12: Senior Manager - Account Services, Corporate Banking
Aug’12 to Nov’15: Assistant Vice President - Client Services, Global Transaction Services, Wholesale Banking
Monitored the client on-boarding, client services, account services, transaction banking and cash management teams.
Performed as a single touch point for all clients of the Wholesale Banking Group (WBG) which covered Corporate
Entities, Government Related Entities (GREs), Commercial/ Small & Medium Enterprises (SMEs), Private Banking and
Financial Institution (FI) clients.
Collaborated with clients, relationship managers and the back-office operations teams for processing client transactions,
resolving client issues and generating additional business for the bank wherein performed front and mid-office roles.
Resolved customer complaints and ensured timely resolution and feedback to customer and management.
Instituted maintenance and review of customer mandate files wherein ensured that corporate client on-boarding/
account opening/ closing/ maintenance/ KYC, including identification of Ultimate Beneficial Ownership (UBO) and
Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), as required by Risk Management, was done in line with
the guidelines of the Bank and the Central Bank.
Regulating periodical review and update of the Standard Operating Procedures (SOPs) of all the processes of the unit in
liaison with the relevant stakeholders, risk, legal and audit teams to publish the same on the bank’s intranet.
Worked towards forming the team to manage the Corporate Account Services, Cash Management & Transaction
Banking functions wherein drafted and implemented the SOPs and processes for the activities of the team, along with
the Delegation of Authority RACI matrix.
Attained satisfactory internal audit reports.
Played a key role in successful implementation of:
o Electronic scanning of all corporate customer mandate files in the Document Management System, across all
the Corporate Account Services centres for the first time in the bank.
o Business process changes as part of the new client services model including Full Time Equivalent (FTE)
calculations, mapping and realignment of staff and activities.
o Initiatives of the Central Bank of the UAE related to new cheque security features, WPS, IBAN & UAE-DDS.
o The Corporate Cheque Scanning facility that was pioneered by FGB, for corporate clients.
o SWIFT for corporate clients for their financial and non-financial transaction requests.
Adjudged as a part of the award winning Best Team of the Year 2011 in respect of the opening of FGB’s Qatar branch.
Achieved Performance Recognition Awards for 2009 and 2012.
Acknowledged as “Najm-Corporate Banking Best Team” of Q2-2013.
Track record of being recipient of the Service First Awards in Oct’15 for continued commitment required to achieve
excellence and success, in respect of the below process improvement initiatives:
1989 to 1997
India, as Officer
2001 to 2008
National Bank of
Dubai, Dubai, UAE,
as Senior Unit
1997 to 2001
ABN AMRO Bank
NV, Chennai, India as
2008 to 2015
First Gulf Bank,
Abu Dhabi, UAE as
o Automation of WPS salary payments process
o Implementation of share point based complaints management tool
Successfully represented the corporate client services department as the FGB Ambassador as part of the bank’s
initiative to drive employee engagement.
Received the FGB Employee Suggestion Award in 2009 in recognition of the process improvement initiative of
incorporating the KYC document into the Account Opening Forms, ensuring 100% compliance in KYC documentation as
well as ease of obtaining KYC details from new customers. This was implemented bank-wide for all retail clients with
Successfully took over payments processing activities of corporate clients from branches in Q1-2010; average monthly
transaction volumes processed grew from 2300 in 2010 to 10400 in 2015 through continuous process improvement
initiatives, system enhancements and effective client servicing.
Successfully implemented the SOPs of the department in coordination with the relevant stakeholders (business,
operations, risk, legal, audit and IT) and team members and ensured publishing of the same on the bank’s intranet.
Took several measures such as drawing up of training schedules for new recruits in the department for on-the-job training,
along with Q&A sessions, regular team meetings with all team members to share knowledge and updates in the business,
encouraging ideas and feedback, nominating training programs at the Business School, etc., to ensure that service KRAs,
reviews & reporting was intelligently driven.
Previous Work Experience
Feb’01 to Aug’08 with National Bank of Dubai, Dubai, UAE
Last designated as Senior Unit Manager, Business Process Management (BPM)
Feb’01 to Aug’06: Branch Operations Manager, Retail Banking
Sep’06 to Aug’08: Senior Unit Manager, Business Process Management (BPM)
Mar’97 to Jan’01 with ABN AMRO Bank NV, Chennai, India
Last designated as Manager – Corporate Operations, Global Transaction Services (GTS)
Mar’97 to Mar’00: Assistant Manager - Branch Operations, Retail Banking
Apr’00 to Jan’01: Manager – Corporate Operations, Global Transaction Services (GTS)
Sep’89 to Feb’97 with ANZ Grindlays Bank, Chennai, India
Last designated as Officer
Sep’89 to Nov’93: Banking Assistant
Dec’93 to Feb’97: Officer
Operations, Checks & Controls
Anti-money Laundering & Compliance
Business Continuity Planning
Basics of Trade Finance
Ron Kaufman’s “Up! Your Service” modules on Service Excellence
MS Office (Word, Excel, PowerPoint), Visio and Internet Applications
Date of Birth: 28th
Contact Address: Bin Arar Centre, Fatima Bint Mubarak Street, Abu Dhabi, United Arab Emirates (UAE)
Languages Known: English, Tamil, Hindi