Shabana Shaikh

Leadership & Team Development :

• Lead, coach, and motivate a team of business banking professionals to achieve targets, improve skills, and deliver exceptional service.
• Provide guidance and feedback to team members to foster a positive work environment and continuous improvement.

Client Relationship Management :

• Develop and maintain strong relationships with business clients, understanding their needs, and providing personalized banking solutions.
• Ensure that clients receive timely, efficient, and effective services, addressing any concerns or issues promptly.
• Connecting with clients to ensure we provide excellent client service and listen to their needs and concerns and solutioning for their business needs.
• executing CAAD (Client appreciation and Acquisition Day by engaging with clients and educating our clients about our service offerings in CSU.

Operational Oversight & Process Improvement :

• Ensure smooth and efficient day-to-day operations within the business banking team.
  Monitor team activities, optimize workflows, and ensure compliance with company policies and industry regulations.

Performance Monitoring & Reporting :

• Set team goals and KPIs, monitor individual and team performance, and provide regular feedback and performance reviews.
• Prepare and present reports on team performance, client satisfaction, and service delivery metrics to business suite heads and internal stakeholders.

Risk Management & Compliance :

• Ensure the team adheres to all regulatory requirements, risk management protocols, and internal policies.
• Monitor potential risks when dealing with day to day request and ensure proper due diligence is adhered when executing clients request.

Problem Resolution & Escalation :

• Act as the first point of escalation for client issues or concerns, ensuring resolution and maintaining high levels of customer satisfaction.
• Address challenges and conflicts within the team to maintain a harmonious and productive environment.

Collaboration & Stakeholder Engagement :

• Collaborate with other departments (e.g., Forex, BOL, VAF) to ensure the best outcomes for clients and the bank.
• Liaise with senior management to align team goals with broader business objectives.

Data analysis and Reporting:

• Extracting data from PowerBI app and analyzing data to make informed decisions and reporting on the findings based on the data extracted.
• Collaborated with stakeholders to identify business needs and data sources.
• Used statistical methods to analyze data and generate useful business reports.

• Company Overview: Commercial Banking
• Serves as a secondary point of contact for all Commercial customers within the portfolio
• Process internal and external transfers
• Ensure the POPIA act is adhered to by ensuring the information is only shared with the authorised individuals
• Assist with various service request received from the client for various products, such as home loans, VAF, Forex, Fleet and Merchant
• To provide a consistently high level of support to both the internal and external clients and stakeholders
• Ensure all work is conducted accurately and timorously at the same time complying with customer requests as well as with laid down policies and procedures to minimize risk and costs
• Accurately updates and maintains customer information on all systems
• Resolve account detail queries and problems within laid-down time frames
• Knowledge of in-house systems such as NDS, Customer 1st, NT2000, Home Loan system, Workflow and CQM
• Knowledge and experience for credit card queries and lost cards
• I have implemented card replacement process to order cards on customer1st to ensure we resolve customer's request efficiently
• Knowledge of AML and KYC fulfillment process on customer1st
• Assisting clients with digital banking queries and registrations
• Being a team player and assisting the team when applicable as well assisting managers with additional Adhoc duties such as being a compliance champion, BE Awards Champion and CI Champion
• Knowledge of account opening process for different products such as loans, current accounts, and investment accounts
• Commercial Banking