Merlyn Reena Abraham
Vancouver,BC
Summary
A meticulous, methodical and results-oriented Banker in Digital world of Banking, product development, customer service and operations management for over 15 years with strong leadership experience, well-developed technical and interpersonal skills and ability to pursue challenging assignments to be in line with the present competitive banking market. Proven excellence in mapping client's requirements, designing customer journey that enhance digital banking experience in Phone banking channel and encourage customer engagement. Strong exposure in fostering a positive and collaborative work culture in financial services industry or banking. Excellent relationship-building, organizational and project management skills with a focus on overcoming technical challenges and implementing successful resolutions. Demonstrated leadership qualities as Acting Branch Manager.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Product Owner- Conversational Banking
Emirates NBD
09.2022 - 07.2023
- Lead the developments and enhancements on IVR towards seamless and efficient customer experience, collaborating with cross-functional teams including Platform owner, scrum master, developers, product engineers and testers
- Successful releases on the channel resulted in increase in customer satisfaction(CSAT) from 4.8 rating to 6.6
- Created product roadmaps, managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Collaborated efficiently with stakeholders to define project scope, objectives, and deliverables in line with bank's overall objectives
- Analyzed IVR performance metrics through regular report monitoring, identifying areas for improvement and implementing necessary enhancements.
Assistant Manager- Phone Banking
Emirates NBD
03.2022 - 09.2022
- Successful roll out of EVA (AI-Virtual assistant) rebranding project
- Responsibilities included communicating with stakeholders at all levels, lead testing team, guiding and coordinating with IT team for development and fixes, obtaining RISK and Compliance approvals and handholding monitoring the application performance post go-live
- Lead projects on Phone banking channel successfully ensuring quality delivery focusing on continuously enhancing customers digital experience including proactively identifying issues and coordinating with stakeholders in promoting fixes to production ensuring minimal customer impact.
Assistant Manager- Digital Channel Operations
Emirates NBD
10.2018 - 03.2022
- Reengineered processes focusing on security, time and fulfillment of customers request in their digital journey through change request initiatives for Digital Channels (Mobile banking & Online banking, Phone banking)
- Automated processes in CRM for Inbound call center agents relevant to Digital Channels
- Created Business Requirement Document (BRD), documented New Product and Process Assessment (NPPA) for digitization initiatives, worked with stakeholders for sign offs, coordinated with Group IT for delivery and update to all key stakeholders on enhancements being implemented
- Coordinated with Group IT for timely fixing and closing issues/glitches identified in Channels
- Monitored App Dynamics and Grafana tools for channel health and social media platforms (SPRINKLR) for customer concerns ensuring timely action
- Strengthening controls in digital platform to secure customer funds through monthly monitoring of dashboards on Channel related Frauds.
Assistant Manager- AI: Phone Banking
Emirates NBD
04.2017 - 10.2018
- Handled projects/initiatives towards digitization opportunities on Phone Banking channel, writing BRDs and ensuring end to end delivery
- Conducted benchmarking exercises and identify opportunities for enhancing Phone banking channel experience by adapting AI methodologies
- Main lead in developing processes with product teams for EVA (Virtual assistant) project-first in the region
- Successful roll out of project in 2017
- Successful roll out of Face Banking project for Call center agents for premium customers
- Analyzed audio/video chat handling to ensure utilization of agent capacity and lead further enhancements
- Launched initiatives for Call center inbound agents: Empowering potential transactions that can be handled by agents, Channel migration strategy through data analysis, call listening and conducting periodic trainings related to digital processes
- Solutioned customer issues in CRM related to Phone banking channel.
Business Support- Digital Channels- Phone Banking
Emirates NBD
03.2011 - 04.2017
- Handled customer complaints related to Channels (SMS banking, Online Banking, IVR) and identifying pain points to work for solution
- Lead Phone Banking Projects- Launched POM (Proactive Outreach Manager) project, involved in preparing BRD, reviewing FSD, application testing ensuring accuracy for production
- Ensured project deliverables are as per Compliances and AML verifications in accordance with Central Bank of UAE regulations
- Launched Call Work code (CWC) attribute in CRM for inbound call center agents
- Developed guide and provided feedback to agents on observing variations
- Ensured “Call Migration Campaigns” for inbound call center agents are run accurately.
Customer Service Representative- Bank Branch
Emirates NBD
12.2008 - 03.2011
- Listed Authorized “B” Signatory for the bank
- Handled entire branch operations in absence of Branch Manager with temporary ‘A' signatory rights
- Expert assistance in products and services to walk-in customers
- Processed Inward Cheques clearing
- Reviewed accounts for KYC adherence and Compliance Notifications
- Prepared monthly reports related to- Overdrawn/Irregular accounts, Unsatisfactory Accounts, Minor accounts, Deceased accounts, Dormant accounts
- Addressed customer issues in CRM ensuring resolutions
- Executed online account opening process.
Customer Service Assistant- Bank Branch
Emirates NBD
06.2006 - 12.2008
- Assisted customers in account opening and ensured accurate delivery of welcome packs
- Facilitated walk-in customers on their account related queries, resolving issues promptly and professionally.
- Managed maintenance forms accurately for processing and inputting data in system for tracking purposes
- Evaluated customer feedback and resolved complaints in meCARE portal within TAT
- In-charge of chub for maintaining captured ATM cards and maintaining MIS and registry of cards
- In-charge of returned inwards cheques for collection by customers and dispatch to backoffice due to non-collection.
Data Entry Assistant- BI&I
Emirates NBD
12.2005 - 06.2006
- Executed update of customer basic data in a centralized portal
- Checker responsibility to ensure input of customer data are accurate.
Education
Master of Business Administration - Finance
Manipal University
Dubai, UAEBachelor of Commerce -
Mumbai University
Mumbai, IndiaSkills
- Digital channels enhancements with cross-channel client experience
- Product Assessment and Development
- Waterfall and Agile Frameworks
- Jira and Confluence administration
Certification
- Certified Scrum Product Owner (CSPO), Scrum Alliance, BC, Canada
- AI & Agility: A comprehensive Introduction, Scrum Alliance, BC, Canada
- Canadian Investment Funds Course (Initiated), IFSE, Canada
Accomplishments
- GEM (Go the extra mile) in 2013 for Operational Excellence.
- Sapphire GEM (Go the extra mile) in 2020 for Exceptional performance.
- GEM (Go the extra mile) in 2022 for Service Excellence
Timeline
Product Owner- Conversational Banking
Emirates NBD
09.2022 - 07.2023
Assistant Manager- Phone Banking
Emirates NBD
03.2022 - 09.2022
Assistant Manager- Digital Channel Operations
Emirates NBD
10.2018 - 03.2022
Assistant Manager- AI: Phone Banking
Emirates NBD
04.2017 - 10.2018
Business Support- Digital Channels- Phone Banking
Emirates NBD
03.2011 - 04.2017
Customer Service Representative- Bank Branch
Emirates NBD
12.2008 - 03.2011
Customer Service Assistant- Bank Branch
Emirates NBD
06.2006 - 12.2008
Data Entry Assistant- BI&I
Emirates NBD
12.2005 - 06.2006
Master of Business Administration - Finance
Manipal University
Bachelor of Commerce -
Mumbai University