Mohamad Hourani

• Managed risks within projects and provided strategic solutions to enhance products, processes and channels.
• Collaborated closely with cross-functional project teams to identify, assess, and mitigate risks.
• Drove enhancement of risk management processes, and methodologies to increase risk maturity.
• Worked closely with stakeholders at all levels to foster culture of customer-centricity.
• Actively participated in delivery of various initiatives and projects, wearing multiple hats to address emerging issues and navigate through ambiguity.
• Demonstrated adaptability and resilience in managing multiple priorities and addressing challenges.

• Led the establishment of a new team dedicated to retaining small business customers, demonstrating strong leadership and project management skills throughout the implementation process.
• Acted as a Subject Matter Expert (SME) in business banking, serving as the voice of our customers and ensuring their needs and concerns were prioritised in team objectives and strategies.
• Developed and implemented customer complaint resolution processes and spearheaded initiatives to improve operational efficiency within the team,
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Collaborated with cross-functional teams to identify opportunities for improvement and implemented solutions to optimise customer retention rates, leveraging data-driven insights and customer feedback.

• Provided leadership and guidance as a coach and mentor to a team of 10 Business KYC Specialists, fostering their professional development and ensuring adherence to regulatory requirements and best practices.
• Served as the primary point of contact for all queries related to AML/KYC
• Enhanced Key Risk Indicator (KRI) monitoring and reporting processes, contributing to improved risk management and compliance oversight within the organisation.
• Collaborated with first and second-line Financial Crime Compliance (FCC) teams to implement policy changes and enhance AML/KYC controls
• Developed and delivered training sessions on Business entity KYC requirements for small business employees, empowering staff members with the knowledge and skills needed to fulfill compliance obligations effectively

• Managed and provided leadership to a team of 25 colleagues responsible for business onboarding and amendments, ensuring efficient and accurate processing of customer requests while maintaining compliance with regulatory requirements.
• Presented regular reports to senior leadership, offering insights into team performance, key metrics, and areas for improvement, thereby facilitating informed decision-making and strategic planning.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Led the implementation of a SharePoint site for the team, streamlining communication, document management, and collaboration processes, resulting in increased productivity and efficiency.
• Collaborated with stakeholders to design and implement a peer review control mechanism, aimed at reducing AML/KYC errors and enhancing compliance with regulatory standards.

• Provided high-quality coaching and mentorship to KYC specialists, equipping them with the knowledge and skills needed to effectively navigate complex AML/KYC regulations and requirements.
• Collaborated with project teams as a KYC Subject Matter Expert (SME), offering expertise and guidance to ensure compliance with regulatory standards and best practices.
• Conducted comprehensive analyses to identify pain points and challenges in the business's KYC processes, leveraging insights to develop tailored training materials and resources.
• Designed and delivered training sessions and materials for branches, focusing on the nuances and complexities of individual and non-individual KYC requirements, thereby enhancing understanding and compliance across the organization.
• Actively participated in cross-functional working groups and committees, collaborating with stakeholders from various departments to address emerging issues and implement solutions to enhance AML/KYC controls and processes.

• Served as the Change Manager for retail lending operations, leading change initiatives to drive operational improvements and enhance efficiency.
• Collaborated with cross-functional teams to ensure smooth organisational transitions by following the ADKAR framework.
• Collaborated with different LOBs to deliver change initiatives, fostering cross-functional cooperation.
• Conducted comprehensive impact analysis to assess the implications of proposed changes on business operations, stakeholders, and systems.
• Led stakeholder engagement efforts to garner buy-in and support for change initiatives.
• Worked closely with project teams to develop and implement change management plans, ensuring successful adoption and realisation of desired outcomes.
• Monitored and evaluated the effectiveness of change initiatives, leveraging feedback and metrics to drive continuous improvement and optimise change management processes.

Senior Business Account Consultant

• Trained, coached and onboarded new team members whilst completing my existing workload

Business Account Consultant

• Continuous improvement champion, refining and improving operational efficiency.
• Highest preforming colleague within the team with 100% QA results.

Customer Service Representative

• Complaints management
• Customer service