2. ALISTAIR GERARD HOOPER
Address: Flat No 1706, Al Bawadi 2, Al Taawun, Sharjah.
E-Mail: ali_hooper@yahoo.com | Contact No.: + (971) 56 9260378
Banking & Financial Operations Management ~ Retail Branch Banking ~ Corporate Banking ~ SME Banking ~ Business
Development ~ Team Building & Leadership ~
PROFILE SNAPSHOT
A result oriented professional with over 10 years of rich experience in managing branch level banking operations, Corporate
Banking, SME Banking, financial services, customer service and implementing strategies towards enhancing market
penetration, business volumes and growth. Expertise in managing functions of quality control and training for various
processes encompassing call monitoring, quality audits, training process review, feedback and report generation.
Expertise in formulating business continuity plans, identifying & adopting emerging trends to achieve organisational objectives
and profitability norms. Knowledge in streamlining systems & procedures and contributing towards improved financial
performance, heightened productivity and enhanced internal controls. Conduct financial analysis of client’s requirements and
assist teams in providing the most suitable line of product.
Comprehensive experience in cementing healthy relationships with clients (retail, SME, corporate and HNI) for generating
business and leading workforce towards accomplishing business and corporate goals. Deftly addressing client’s (individuals)
concerns & complaints and undertaking steps to effectively resolve them. Holds the credit of running the most customer
friendly bank in the country.
Administering the branch operations with key focus on bottom-line profitability by scrutinizing the branch cost and revenue
budgets, ensuring optimal utilization of available resources & overseeing the sales operations. Possess an innate flair for
accepting challenges with entrepreneurship abilities in managing & leading overall functions and achieving desired targets.
Skillful in organizing, interpreting and communicating market information to facilitate the decision making process of the top
management. Easily flourishes in competitive environments having excellent communication skills with good relationship
management and team supervision abilities.
DOMAIN SKILLS
Managing ‘customer centric’ operations & ensuring the customer satisfaction by achieving delivery & service quality norms
while supervising the sales of products / services offered.
Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards
ameliorated service revenue generation.
Handling branch banking operations, overseeing all departments including remittance/cash management, customer service,
compliance management, sales and general administration.
Establishing performance-oriented systems / procedures for execution of banking operations with key focus on bottom line
profitability by ensuring optimal utilization of available resources.
Supervising the overall functioning of process, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
Leading, nurturing & monitoring the performance of the team to ensure efficiency in process operations & meeting of
individual & group targets.
Building & maintaining relations with key corporate decision makers wherein establishing large volumes, high profit accounts
with excellent levels of retention and loyalty.
CAREER SCAN
Jan 2014 to date United Arab Bank - Dubai
Associate Service and Quality – Corporate and Institutional Banking
Key Deliverables:
Individually managing and executing all transactions related to remittances for Corporate and SME Banking.
Ensure accuracy of all data reporting, MI, Profit report, Daily dash boards.
Coordinate between the customer and treasury to book cross currency deals.
3. Respond to correspondent bank queries in a timely manner.
Manage service related issues for SME clients including cheque referrals and account opening queries.
Ensure operations are conducted in accordance with Management, Compliance, Departmental Operating manuals, Group's
Guidelines for Money Laundering, the agreed customer service standards, the operational risk and Central Bank's statutory
requirements.
Review procedures and systems to suggest improvements and enhancements to current practices within outward remittance
section taking future needs into consideration.
Ensure close co-ordination with other departments/sections of Operations to ensure that there are no oversights or
duplication of work.
Address escalations from customer facing channels and smoothen processes on a continual improvement mode.
Significant Highlights:
Received appreciation from Management and customers for identifying and stopping many fraudulent transactions.
Received employee of the month award for processing highest volume- of transactions.
Dec 2012 – April 2013 IndusInd Bank Ltd, Bengaluru - India
Manager Customer Service Operations – Chief Manager Grade
Key Deliverables:
Formulating corporate goals, short & long term budgets, branch profitability and business development plans for
accomplishment of target and goal of the bank branch. Monitoring the processes to ensure operational efficiency in the best
interests of the bank.
Accountable for supervising and managing Transaction Processing, TDS accounting & remittance, FD account processing,
administration & expenses, salary remittances, suspense and dummy, inward & outward clearing & service branch operations,
currency chest operations and cheque collection activities.
Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the
SLAs and work processes. Conduct regular audits on the compliance level and prepare MIS to submit to senior management.
Conceptualising and implementing the competent strategies with a view to penetrate new accounts and expand existing ones
for a wide range of banking products / services through a team of well informed and experienced sales professionals.
Managing the overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
Managing business operations for achieving increased growth & bottom-line profitability and initiating market development
efforts. Attaining banking performance through FOCUS (Feedback on Customer service), Quality, Service rejections.
Mapping client’s financial requirements including HNI Clients and providing them expert advisory services pertaining to
selection of right products to support the relationship managers.
Significant Highlights:
Directed and advised team on several measures that led to the branch attain a low risk audit rating successfully
Sep 2005 – Dec 2012 ICICI Bank Ltd, Bengaluru - India
Deputy Branch Manager – Wealth
Key Deliverables: (Promoted to Assistant Manager Grade in May 2009)
Leading the overall branch operations and identifying streams for revenue growth & developing marketing plans to build
consumer preference and branch profitability.
Transitioning systems to upgraded versions to achieve efficiency in various operations; spearheading process improvement
initiatives.
Monitoring the overall functioning of processes, identifying improvement areas and implementing measures to maximize
customer satisfaction level.
Building and maintaining healthy business relations with clients for cross-selling various banking products and providing
advisory services.
Handle a range of wealth products and services including NRI Services, FOREX, wire transfers, NRI Repatriation, RTGS, Demat,
Credit Cards and various asset products.
4. Overseeing the operations of Branch including Customer Service cross sales of Mutual Funds, All Insurance Products (Health
and Life), Term Deposits and Third Party Products.
Leading, training & monitoring the team members on banking software’s (Finacle & CRM) and customer etiquettes to ensure
efficiency in operations and high customer satisfaction.
Significant Highlights
Individually took care of high profile client ‘State of Karnataka’ for wire transfers, NRI remittance, foreign currency and
demand drafts.
Formulated several plans and organized successful events for high net worth customers like Investment summits,
photography contests, builder promotions and events at big residential complexes and malls.
Streamlined banking operations through lot of counter measures that resulted in the branch coming out No 1 in terms of
profitability and customer satisfaction for the financial year 2010 – 2011.
Awards & Recognition
Collected The Rendezvous Award – award of excellence for outstanding performance in Life Insure for leading a team who
over exceeded the target of INR 100 Million.
Received The Zonal achievers Conclave Award in 2009 for achieving the highest Life Insurance sales in the region.
Unanimously found most suitable for ‘Quest for the Best’ – Awarded for leading a team that generated the highest revenue
amongst all Wealth Branches.
Won the Shining Star Award for mobilizing highest value of deposits in the Country.
Received several other awards for selling Insurance and deposits that helped qualify for overseas trips to China, Egypt and
New Zealand.
PRECEDING ASSIGNMENTS
Nov 2002 - Sept 2005 HSBC Electronic Data Processing Center India Ltd
Processing Executive
Apr 2001 to Nov 2002 Interactive Infonet Ltd
Customer Support Executive
May 2000 to Aug 2000 HSBC Bank Ltd
Customer Support Executive (Temporary Position)
SCHOLASTICS
Bachelor of Commerce, 1999
St. Josephs College of Commerce, Bangalore - India
ADDITIONAL CERTIFICATIONS
Association of Mutual Fund in India (AMFI).
Insurance Regulatory and Development Agency (IRDA).
Diploma in International Airlines, Travel & Tourism Management.
Computerized reservation System (SABRE).
Computer Course at First Computers.
PERSONAL DOSSIER
Date of Birth 30th
January 1978
Languages Known English (Native), Hindi & Kannada
Driving License UAE & Indian
Nationality Indian
