Shelah BHARI
Puchong,Malaysia
Summary
Dedicated and results-driven Client Service professional with over 16 years of experience in banking and financial services. Adept at building and maintaining client relationships, resolving issues, and delivering exceptional service in fast-paced, client-facing environments. Proven ability to handle complex inquiries, process transactions, and deliver tailored solutions to meet customer needs. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Manager (Corporate Action income/Proxy Specialist)
Citigroup Transaction Services Malaysia (CTSM)
06.2016 - Current
- Act as a subject matter expert on Corporate Actions income - Manage portfolios of the high-profile client of Citibank.
- Resolve client queries efficiently and effectively.
- Maintain diary of corporate actions for all the events that is being created by the operations team as a second level check to ensure the tasks are completed timely.
- To ensure the multiple tasks are handled with zero errors and are met with client's and stakeholder's expectation in terms of timeliness and accuracy when corresponding and handling client's instructions – to prevent loss or client complaints.
- Point of contact in case of any escalation on the processing error or delay in SLA.
- Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues.
- Delegate duties and job rotation to increase the productivity of the staff.
- Responsible for daily quality control, managing error rates, exception review processing and daily reporting.
- Participate in and prepare for client visit and with higher management – recent visit to client’s office in Singapore.
Team leader
STANDARD CHARTERED
08.2011 - 06.2016
- Fixed income and securities. Handling Bond, certificate deposit preferred stock and regular income Citibank.
- Processing coupon and redemptions trade.
- Checking confirmation from processing team.
- Handle settlements of trade buy and sell trades.
- Daily reconciliation in TLM.
- All-rounder for Confirmation, settlement and reconciliation team.
- Involve in Migration to Chennai and Singapore. Key person handling reconciliation team.
Global Support Executive (FX SETTLEMENTS)
HSBC
04.2009 - 08.2011
- Responsible to settle the FX and MMK trades.
- Ensure work is completed in accordance with SLA.
- Assists line manager with managing day to day.
Education
Master - Master’s in management
Asia E University
Bachelor's Degree - Bachelors in Knowledge Economic
Multimedia University
Skills
- Client Relationship Management
- Banking Products & Services Knowledge
- Problem Resolution & Issue Escalation
- Strong Communication & Interpersonal Skills
- Cross-functional Collaboration
- Multitasking & Time Management
- Financial Transactions & Data Accuracy
- Knowledge of Compliance & Regulatory Standards
- CMI Leadership level 9
- Power point and presentation
Certification
CMI - Leadership.
Additional Information
Best GSE/Best team award, President & Vice president VOE Citibank, Client Visit to Singapore from 2017 til 2025, Citi futsal team – Represent Citi Malaysia to Vietnam & Singapore, Every year presentation with client in Singapore, Process improvement cut time (implemented globally), Referee
References
- Chris Fisher, AVP, Citibank, 012 6920316, Chris.fisher.citi.com
- Alia Nadira Abd Ghaffar, VP, Citibank, 012-5997003, alia.nadira.abdghaffar@citi.com
Timeline
Manager (Corporate Action income/Proxy Specialist)
Citigroup Transaction Services Malaysia (CTSM)
06.2016 - Current
Team leader
STANDARD CHARTERED
08.2011 - 06.2016
Global Support Executive (FX SETTLEMENTS)
HSBC
04.2009 - 08.2011
Master - Master’s in management
Asia E University
Bachelor's Degree - Bachelors in Knowledge Economic
Multimedia University