Emma Al Merzah

• Responsible for directing and developing the Securities Services business in Kuwait to achieve the agreed business targets and maximize profits
• Led by driving change in the market, improving product service delivery and ensured quality client service at all times
• Sought and identified opportunities for innovation based on client feedback and participation in industry forums and implemented required system and service changes to support market changes
• Significantly increased HSS Kuwait's market share and ensured consistent customer satisfaction and achievement of agreed service standards.

MATERNITY LEAVE January 2012 - June 2012

• Led the client service team to meet all set objectives and provide a consistently high level of client service to all clients
• Provided guidance, training and mentoring to the client service team and all new joiners in HSS.
• Ensured the timely implementation of best practices from the Region and Group and the enhancement of local practices by instilling a culture of 'working smarter'
• Coverage of the Head of HSS role during his absences and back-up in case of need

MATERNITY LEAVE May 2009 - August 2009

• Responsible for providing high quality client service to majority of the Top 10 clients in terms of trading activities and revenue generated
• Responsible for ensuring procedures and practices move towards global standards by importing best practices and training local staff by sharing knowledge and experience.

• Responsible for providing client service to a range of mid to large size Global bank relationships, including the HSBC group clients
• Ensuring service provided to clients was proactive, consistent and met all specialized requirements
• Duties included enquiry resolution, relationship management, fee tracking and invoicing and monitoring of trading and corporate action activity.

• Produced and dispatched all market related broadcasts and information to all clients including Monthly Updates, Market changes and impacts, and Complex corporate events
• Responsible for maintaining Westpac Custody website and client communication contact lists as well as creating ad hoc magazine and other printed articles
• During the Westpac / HSBC transition was responsible for all client and staff transition updates and publications

• Business representative on On Online Custody Project
• Responsible for outlining business requirements, defining and writing test cases and co- ordination of on-going business testing of new web-based offering for custody clients.

MATERNITY LEAVE October 2004 - August 2005

• Responsible for providing client service to a range of clients including Global banks, Japanese banks, Broker dealers, Private retail clients and Westpac Mortgage over Securities clients
• Managed a team of seven including Account Executives and Client Services Officers
• Responsible for all staff appraisals and development plans as well as overall responsibility for the client relationships
• Managed the day to day operations including settlements (equities and fixed interest), cash projections, corporate event monitoring, end of month fee and statistic reporting and invoicing.

• Responsible for providing client service to a range of mid sized Global Banks as well as Private retail clients and domestic fund managers
• Directly reported to a Client Service Manager and directly supervised an assistant account executive and client service officer.

• Responsible for providing client service to a range of small to mid sized Global banks, private retail clients and domestic fund managers.

• Direct assistant to Account Executive providing client service to Top Tier global bank relationships.
• Responsible for monitoring and reporting of all settlement and corporate event activities and assisting the Account Executive.