Talented professional considered knowledgeable leader and dedicated problem solver. Brings 16 years of valuable expertise, from various Business Units to forward company objectives, within the Operations & Service fields as well as Banking sector at large.
Attentive to detail with experience in Operations, Service & Project Management, as well as enhancing customer's experience, anticipating challenges, providing solutions, planning, coordinating projects/improvements and empowering team to maintain high performance.
When I joined the Digital BU as a Project Manager, my role was to ensure the successful implementation of projects under the Scanning & Archiving Project, namely: Digitisation workflow for Non Individual Customer Onboarding whereby paper are transformed to soft version for processing
Dematerializer Tool for the recognition and automatic re-classification of Non Individual documents on On-demand as well as physical documents in vault
Revised procedure for the Document Archiving & Retention Period Management for documents being initially requested and kept at Archives BU New Archives Management System with DocuWare
With the Covid situation, appropriate strategies were devised to ensure the success of these critical projects, for the bank
I also had the opportunity to organize and participate in workshops with internal collaborators (e.g Compliance BU/ Legal SBU) as well as external stakeholders (e.g Bank of Mauritius)
As Product Owner, I still supervise activities related to Dematerializer tool as well as achieve strategic objectives over and above the role for the Document Management Domain whereby I keep on implementing new tools, stabilize as well as doing systems migration
This also gives the opportunity to keep exchange with and manage service providers as to how we can enhance/implement new tools within the institution taking into consideration the cost aspect
Leading an agile team and establishing planning based on priorities also form part of the attributes, skills I have been developing during these years together with communication and feedback with stakeholders and team members.
Key Achievements
2024: Contract Management flow implementation
2024: Migration of Data Voice (recording system) to Genesys Cloud
2023: Implementation of new Manage File Transfer tool for MCB Group
2023: Migration of Genesys System to Cloud and features
2023: Expand utilization of Jira tool within Business Units
2023: Upgrading of Exstream System
2023: Migration of Jira to Cloud
2022: Implementation of new Archives Management System, Jira & systems upgrade
2021: Implementation of Scanning & Archiving Workflow for Non Individual Customer Onboarding
2020: Implementation of the Dematerializer tool for recognition & re-classification of Non Individual documents.
Operations Manager, Credit Operations BU
The Mauritius Commercial Bank Ltd
04.2013 - 03.2019
Implementing VB.Net tracking tool in the BU
Implementing & monitoring of KPI’s
Business Analysis to streamline processes & strategic project implementations
Ensure on time and up to standards service delivery
Conduct sessions with Business for feedback sharing to keep improving service standards
Complete all statutory audit requirements and ensure recommendations are duly implemented
Elaboration of guidelines and training delivery for new entrants interacting with Credit Operations BU
Build a development plan for supervisors together with the HR SBU
Key Achievements
2018: Propose new workflow for processing of amendments concerning loan facilities
2016: Formalize Service Level Agreements to keep improving the Customer Satisfaction Index and minimizing Operational Risk & Turn Around Time
2016: Establish proper follow up and reporting for Incomplete Collateral Management.
2016: Schedule same day set up for Unsecured Overdraft & Cash Collateral and push back the cut off time for all requests received to improve the Turn Around Time.
2015: Improve the processing time at Credit Operations within the Individual & Non Individual Sections.
2015: Paper reduction initiative whereby Printed FOS were no more needed for processing thus contributed to reducing the operational costs bank wide and concentrate efforts on processing.
2015: Embark into process enhancements journey
Project Lead | MCB Forward Graduate
The Mauritius Commercial Bank Ltd
04.2008 - 03.2013
Participate in the implementation of Kit of Parts (“KOP”)project
Elaborate, implement and standardize service guidelines and signage within the KOP project for Retail Branches
Events coordination namely Business Banking breakfast meetings / Laduma campaigns for Select & Private Banking customers
Participate in the elaboration of product set up and marketing campaigns for Pack 18.25, Housing Loans, Campus Loans.
<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group
Archiving And Document Management System Department Manager at Talal Abu-Ghazaleh GroupArchiving And Document Management System Department Manager at Talal Abu-Ghazaleh Group