1. Business
Operations &
Strategy
Planning
Process
Optimization
Resource
Logistics
Support on Human
Resources
Operations
People, Risk &
Administration
Management
Customer
Service
Excellence
Afsha Ansari
tafshanm@yahoo.com Mob: + 971 564458064
Address: P O Box 8739, Dubai, UAE
PROFILE SYNOPSIS
 High-performing professional with experience of 15+ years in diverse functions with the last 5+ years in optimizing business
operations, implementing process enhancements, critical problem solving capacity and to achieve strategic corporate goals. A
professional with expertise in catapulting productivity and stakeholder satisfaction by automation of business processes and
organization development.
 Possess progressive leadership experiences that have created passion for achieving financial and service objectives of an
organization with support frommy academic and practical expertise in Customer Services and CorporateBanking Business.
 Verified record in establishing and transforming business operations to efficient, reliable, fast processing and user friendly
processes to ensuresmooth functioning.
 Ability to identify root causes of issues and take effective remedial actions through utilization of communications and problem
solving skills. A forward thinking person who is strong a leader and team oriented.
 Solutions oriented approach with excellent communication, relationship and time management skills inclusive of effective
People Management skills to effectively work with diverse culture and handle employees at all levels.
CORE COMPETENCIES
CAREER CONTOUR -OPERATIONS & PROFESSIONALEXPERIENCE-DOMAIN SKILLS :
OPERATIONAL HEAD GUARANTEES, UAE- GLOBAL TRADE AND RECEIVABLES FINANCE-HSBC BANK MIDDLE
EAST LIMITED (OCT 2013-TILL DATE)
Principal Accountabilities:
Operational Effectiveness & Control
 Effective control around adherence to structures and processes in place for the management of credit, operational, reputation
and regulatory risk ensuring credit and operational quality is not compromised in pursuit of revenue and profitability target s
with nil operational losses and fraud risk.
 Plan , organize, tenacity to drive through results, innovative with a flair for solving problems , with effective leadership skills
and ability to influence others
 Study business processes and generate effective plans to improve operations by implementing productive strategies ensuring
implementation of administrative/operational procedures and policies in line with divisional requirements.
 Lead and collaborate with internal and external partners to identify, develop, implement and measure success that will
continually push for innovation and industry leading changes as determined
Customers / Stakeholders
 Delivery of exceptional customer experience both for existing and prospective customers across credit risk and client
management disciplines thereby increasing the customer satisfaction and engagement score for the organization.
 Ensure timely and reliable provision of defined support to Relationship Managers across credit risk and client management
disciplines. Lead and manage high levels of constructive engagement with all relevant stakeholders, viz., product partners,
Risk, Service Delivery, Compliance, Legal, Audit, Regional Portfolio Mgmt.
 Maintaining excellent communication with Group colleagues to ensure a joined up approach to identifying cross border
opportunities wherethesemeet customer needs
 Help to define best practice/standards on key issues arising from audit activity and ensure these issues and the best practice are
shared with other products/regions
 Active engagement and support to HR operations entailing manpower Recruitment, focus groups.
 Creating a positive work culture as an Event Manager for Employee Social Engagement and active participant for the
organization CorporateSustainability Events.

2. RECEDING EXPERIENCE:
GUARANTEES MANAGER - GLOBAL TRADE AND RECEIVABLES FINANCE -HSBC BANK MIDDLE EAST LIMITED
(DEC 2009-SEP 2013)
 Staff Management and Motivation to ensure smooth operation and optimal services
 Six Sigma Analysis for team
 Efficiently monitored and leaded the guarantees team to ensure accurate and efficient Service Level Agreement always
adhered to cultivate existing customer relationship, understand and anticipate client’s needs.
 Project related activities successfully handled as and when assigned
 Maintain and observe all control standards and implement and observe the Group Compliance Policy, including the timely
implementation of recommendations made by internal/external auditors and external regulators
 Maintain awareness of operational risk, audit recommendations within assigned segment and minimize the likelihood of it
occurring including its identification, assessment, mitigation and control, loss identification and reporting
SENIOR GUARANTEES OFFICER - HSBC BANK MIDDLE EAST LIMITED, UAE, TRADE AND SUPPLY CHAIN
(24 NOV 2004 – 06 DEC 2009)
 Vetting Corporate Bank Guarantee formats/Release of Guarantees to different Branches against Customer /International Bank
Requests/ Claim payment in case of default.
 Efficient Handling of customer queries and complaints.
 Undertake special assignments /Projects whenever required
BAGGAGE SERVICES SUPERVISOR – EMIRATES AIRLINE, DUBAI INTERNATIONAL AIRPORT, DUBAI
(JUL 1998 – JUL 2002)
 Plan, organise and control all aspects –technical/manpower/operational-related to baggage handling at the Dubai International
Airport during theshift hours.
 Monitor, control and motivate frontline staff and conduct regular briefing sessions with them to make decisions independently
in order to solve problems and also provide support by handling difficult situations independently requiring immediate
attention / assistance.
 Handle claims with regards to tampered / mishandled baggage.
PASSENGER SERVICE ASSISTANT – SAHARA AIRLINE, BOMBAY, INDIA
(AUGUST 1997 – JANUARY 1998)
 Passenger Check-in procedures including customer service at MumbaiDomestic Airport
ASSISTANT MARKETING ASSISTANT – EAST WEST AIRLINES, BOMBAY , INDIA
(JANUARY 1996-JULY 1997)
 Assist the Marketing Manager on the Frequent Flyer Programme of the Airline and data entry of passenger profile for the
same, passenger queries and complaints
 Undertake special assignments /Projects whenever required.
 Report on theMonthly Tariff Report of the Airline and liase with different stations (domestic airports) on thesame
ACADEMICCREDENTIALS
 Higher Secondary Certificate Examination - MaharashtraState Board of Secondary & Higher Secondary Examination-1990
 Bachelor of Science (3 Year Integrated Degree) Examination with Chemistry as Major Subject - University of Bombay-
Maharashtra– 1993
CERTIFICATIONS,ADDITIONALQUALIFICATIONS,TRAININGS
 Diploma in Airlines Travel& TourismManagement– India InternationalTrade Centre,Bombay (1998)
 Basic Orientation Course ofFrench Language– India InternationalTrade Centre,Bombay,(1998)
 In addition to the above, successfully completed various courses related to Aviation Industry, Technical as well as Human
Relation Skills Course, Supervisory Skills Workshop Course, Dangerous Goods For Passenger Handling Courses, Customer
Service Skills courses.
 Anti-Money LaunderingDeter,Detect &Protect &Anti-Bribery & Corruption
 Trade Based & Commercial Banking AntiMoney laundering &Sanctions Awareness
 AppropriateProducts&Needs Based Selling
 Balance Sheet Reconciliation
 BusinessContinuity &Resilience Awareness
 Coaching ForSuccess & Improved Performance
 Complaints Management
 Compliance and ReputationalRiskManagement
 ConductingEffective Performance Conversations

3. 3 | Page
 CustomerDue Diligence Key Concepts
 Driving High Performance through Objective Settingand Development Planning
 Introduction andFinance ofInternationalTrade
 Health & Safety Awareness
 Information Security Risk & Privacy/ Data ProtectionAwareness
 ICA Certification in Trade Based FinancialCrime Compliance
 Managing in Challenging Times &Managingat ourBest
 OperationalRiskAwareness
 7 Habits ofHighly Effective People
 Trade & Receivable Finance BusinessServicesDocumentary Credit Specialist – SelfStudy
 Self-study through Online Course Nominationsbeing conducted by Coastline Solutions forthe following courses :ISP
Master,DCMaster,Incoterms@2010and URDG Master
 FundamentalsofIslamic Finance
 Unconscious Bias Learning forManagers
 InspirationalLeadership
INTERESTS
 Fishing, painting, Cooking,
 Active participation in Corporate Sustainability programs conducted by the Organization such as Children Educations
programs as well as event managements for the departments
CAREER ACHIEVEMENTS
 Numerous Appreciation Certificates received from DNATA & Emirates Airline Group from Internal and External Customers
for the commendable customer service.
 Shukran Awards presented by HSBC Bank for being customer driven on various occasions
 Support provided to HSBC MENA Region colleagues for Project related activities successfully handled as and when
assigned.
 Certificate of Appreciation from Senior Management – Regional Head of Global Trade and Finance Receivable and Head of
Client Services - in the form of “You Made it Happen” received in March 2013 for being customer oriented and excellence in
Performance.
 Special Shukran Award from Regional head of Commercial Banking - Nominated for demonstrating outstanding work ethic
based on HSBC Values, being Open Dependable and Connected and for going beyond the call of duty in living the values and
to be role model for both theMENA region and UAEstaff.
 Digitized the operational process flow tools to support operational process flow, forecasting and operations dashboards
leading to simplified process with a turnaround time reduction of 30%
 Active engagement and support during the migration of Business Systemprocess flow within the department from Manual to
Automated Systems
 Active engagement with HR on hiring, on-boarding, training of new employees through Structured Learning program,
conducting Focus Groups for extended employeeBusiness engagements
PERSONALDOSSIER
 Nationality : Indian
 Civil Status : Married
 Date of Birth : 26TH Feb 1972
 Languages Known : English, Hindi, Marathi, Urdu & Basic French
 Emirates Address : P. O. BOX 8739, DUBAI, UAE
 Driving License : Valid UAE
 Visa Status : Residence-Work Visa sponsored by Husband
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