Merlyn Reena Abraham
Langley,BC
Summary
A confident and methodical 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 willingness to pursue challenging assignments to be in line with the present competitive banking market.
- Proven excellence in mapping client’s requirements, designing customer journey focusing on strong customer centric approach in Phone banking and motivated to deliver quality results.
- Strong exposure in coordinating with cross-cultural working group in Banking industry
- Skilled in translating company business strategy into operational goals with visible metrics, driving process improvements & operational excellence with proven record of leading change initiatives through implementation of quality concepts.
- Demonstrated leadership qualities as Acting Manager in branch.
Overview
18
18
years of professional experience
Work History
Product Owner- Conversational Banking
Emirates NBD
Dubai, UAE
09.2022 - 07.2023
- Lead the development and enhancement of IVR towards seamless and efficient customer experience, collaborating with cross-functional teams including developers, designers, and Product engineers
- Created and maintained product roadmaps, prioritized features and managed product backlogs
- Collaborated with stakeholders to define project scope, objectives, and deliverables in line with bank’s overall objectives.
- Supervised user acceptance testing (UAT) to ensure the quality and usability of IVR solutions
- Managed product releases, including coordinating with development teams and facilitating user training sessions
- Monitored and analyzed IVR performance metrics, identifying areas for improvement and implementing necessary enhancements
Assistant Manager- Phone Banking
Emirates NBD
Dubai, UAE
03.2022 - 09.2022
- Managed EVA (Virtual assistant) rebranding project end to end. Responsibilities included communicating with stakeholders at all levels, lead the testing team, guiding and coordinating with IT team for development and fixes, obtained RISK and Compliance approvals and handholding monitoring the application performance post go-live
- Lead projects on Phone banking channel ensuring quality delivery with a focus towards continuously enhancing customer experience for the bank including proactively identifying issues and coordinating with stakeholders with my expertise in promoting fixes to production and meeting deadlines as per my KPI’s.
Assistant Manager- Digital Channel Operations
Emirates NBD
Dubai, UAE
10.2018 - 03.2022
- Managed digital processes reengineering through change request initiatives related to Digital Channels (Mobile & Online banking, Phone banking) end to end
- Documented NPPA for Channel related processes together with RISK and Group Operations teams
- Created Business Requirement Document (BRD) for the digitization initiatives and working with stakeholders for the sign offs and coordinating with Group IT for the delivery
- Coordinated with Group IT for fixing and closing issues/glitches identified in Channels and ensuring timely fix for critical issues
- Ensured timely update to all stakeholders on the enhancements/changes completed on the Channels and highlighting the key benefits through trainings
- Monitored App Dynamics and Grafana tools for channel health and transaction status and reporting to IT when abnormality is observed
- Monitored SPRINKLR social media (SM) platform for customer concerns related to Channels (Mobile, Online, Phone banking and ATM/CDM) and assisting SM team in responding to customer comments.
- Monthly monitoring of dashboards on Channel related Frauds and working on strengthening controls to secure customers funds.
Assistant Manager- AI: Phone Banking
Emirates NBD
Dubai, UAE
04.2017 - 10.2018
- Handled projects/initiatives towards digitization opportunities on the 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
- Was part of EVA (Virtual assistant) project in terms of discussing processes with product teams and coordinating with Group Risk for approvals in releasing the project. Contributed majorly towards UAT, also ensuring identified issues are fixed and deployed
- Managed Face Banking project for Call center agents by monitoring their processes, analysis of the audio/video chat handling to ensure utilization of the agent capacity
- Managed initiatives for Call center end to end including Empowerment by identifying potential transactions that can be handled by agents, Channel migration strategy through data analysis, call listening and conducting periodic trainings related to digital processes. End to end job includes approval from all relevant stakeholders for the process and NPPA approval from RISK
- Monitored project success by preparing monthly dashboards and managing the performance
- Coordinated with Product owners on launch of products for Service to Sales initiatives for Call center and tracking the achievement of the service to sales targets.
- Prepared campaigns/events forecast calendar for the Call center by gathering the calendar from all relevant stakeholders in the Bank.
- Handled customer complaints related to Phone banking channel including updating the cases in CRM, providing call details to GCE team for social media cases, following up with IT teams on solutions and training call center on efficient handling of the complaints
Business Support- Digital Channels- Phone Banking
Emirates NBD
Dubai, UAE
03.2011 - 04.2017
- Handled the complaints related to Channels (SMS banking, Online Banking, IVR) and identifying the pain points to work for a solution.
- Handled Phone Banking Projects- Launched POM (Proactive Outreach Manager) project, involved in preparing the BRD, reviewing the FSD documents, testing and ensuring accuracy for go-live. Also, handed the IVR service pack for go-live in September
- Ensured project deliverables are as per Compliances and AML verifications in accordance with Central Bank of UAE regulations
- Handled the forecast calendar for Call center by collating and tracking all events across the Bank
- Supported in ensuring the Call Work code accuracy (CWC) by developing a guide and providing feedback to Call Center as and when variations are observed
- Ensured “Call Migration Campaigns” are run every month accurately
Customer Service Representative- MeBank Branch
Emirates NBD
Dubai, UAE
12.2008 - 03.2011
- Listed Authorized “B” Signatory for the bank
- Handled the entire branch operations in the absence of Branch Manager with temporary ‘A’ signatory rights.
- Expert assistance in products and services to customers
- Processed Inward Clearing Cheques.
- Reviewed accounts, KYC and contacting customers based on Compliance Notifications.
- Review and reporting of monthly reports related to- Overdrawn/Irregular accounts, Unsatisfactory Accounts, Minor accounts, Deceased accounts, Dormant accounts.
- Addressed customer issues to achieve satisfactory resolutions via CRM for the entire department.
- Handling and resolving queries of walk-in customers.
- Reconciled MeBank suspense accounts. (MARS)
- Handled online account opening process.
Customer Service Assistant- MeBank Branch
Emirates NBD
Dubai, UAE
06.2006 - 12.2008
- Assisted customers in account opening and ensured delivery of welcome packs.
- Assisted walk-in customers on their meBANK related queries and managed maintenance forms for processing.
- Managed customer feedback and complaints in meCARE portal within TAT
- In-charge of chub for maintaining captured ATM cards and maintaining MIS and register of the 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
Dubai, UAE
12.2005 - 06.2006
- Lead the update of customer basic data in a centralized portal
- Checker responsibility to ensure input of customer data is accurate
Education
MBA - Finance
Manipal University
Dubai, UAEBachelor of Commerce -
Mumbai University
Mumbai, IndiaAirline Passenger Handling Foundation Program -
Emirates Aviation College
Dubai, UAESkills
- Digital channels enhancements with cross-channel client experience
- Business Assessment and Development
- Waterfall and Agile Frameworks
- Key Customer Relationship and communication
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
References
References available upon request.
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- MeBank Branch
Emirates NBD
12.2008 - 03.2011
Customer Service Assistant- MeBank Branch
Emirates NBD
06.2006 - 12.2008
Data Entry Assistant- BI&I
Emirates NBD
12.2005 - 06.2006
MBA - Finance
Manipal University
Bachelor of Commerce -
Mumbai University
Airline Passenger Handling Foundation Program -
Emirates Aviation College
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