Shuhen Ahmed

Financial Adviser – Wealth Management - Santander UK (Bank)

(2022-06 - 2024-07)

Successful in managing a portfolio of HNW clients using a CRM portfolio contact tool in providing them with comprehensive financial planning and investment advice.
Regularly contacting clients and setting up client meetings face to face via an office environment or remotely using a digital platform.
Conduct in-depth fact-find reviews of clients' financial circumstances, assessing client's overall financial picture, affordability, understanding their needs and to build a financial plan.
Advised clients on fund-based investment which involve stocks and bonds subject to client's attitude to risk and capacity for loss.
To explore and identify other financial needs such as life insurance, pensions and estate planning to ensure client's needs are prioritise to their circumstances.
Provide projections of potential future returns to clients for various investments using Moody's Analytics. Data.
To research, write and produce a full suitability report to present my recommendations to my clients.
To comply with FCA rules and regulations to ensure I adhere to Conduct of Business Sourcebook (COBS) within my role.
Fully competent in complying with risk operations within my role such as Anti-Financial Crime/Economic crime/KYC/GDPR/Consumer Duty.
To work with other stakeholders, to help grow the overall business via effective referral plan.
Develop and maintain long term relationship with clients to maximize customer satisfaction and loyalty.

Customer Service Manager (Service/Risk & Control) - Santander UK (Bank)

(2020-11 - 2022-06)

Inspire and coach my team to be obsessive about giving each customer an exceptional experience.
Management of complaints in a regulated financial services environment, identifying root cause, and resolve fully within a timely manner to retain customer loyalty and satisfaction.
Observing and coaching my team on their interactions with consumers through face to face in branch or via telephony channel ensuring service and commercial needs are met.
Coach my team to follow the risk and controls framework and policies and escalate if support is needed.
Following AML procedures in application checks on financial products such as KYC, source of funds and source of wealth etc.
Managing operation risks and economic crime ensuring my team is fully equipped in term of detecting and preventing fraud/money laundering/bribery/corruption/tax evasion etc.
Complying with GDPR ensuring data control is applied and managed.
Applying and coaching my team on consumer duty rules set by FCA ensuring improvement to consumer protection.
Participating in internal audit controls such as internal financial transactions monitoring, destruction of records, vault cash management, float cash management, health and fire safety etc.
Proactively monitoring and supporting a team of Customer service advisors on their day-to-day activities in a branch through setting clear expectations, monitoring, coaching, and providing feedback and direction to support their job performance and career progression.

Select Client Relationship Manager – Wealth Management - Santander UK (Bank)

(2013-10 - 2020-11)

Managing a portfolio of high-net-worth clients with a total savings and investment value of approx. £100 million within Santander UK in north London area.
Being the first point of contact of approx. 1500 clients in providing a professional and efficient service, whilst ensuring commercial opportunities identified such as Investment, banking, lending, and life/home insurance etc.
Using a CRM portfolio tool in creating a contact strategy to consumers for attracting new growth to opening new investments, lending and insurance needs.
Take ownership for resolving client enquiries and complaints in a regulated financial service environment, working with other stakeholders in the business areas to provide a seamless experience.
Undertaking various projects around financial events such as raising awareness of certain financial matters to our local community.
A key member of management within a team of 16 ensuring the team are fully engaged in their role by providing training and development.
Adhering to risk management in protecting the bank and our clients from any financial crime by taking personal responsibility to identify, assess, manage and report risk.
Involved in the community by engaging with the local charities such as Age UK and Alzheimer's Society.

Personal Banker - Santander UK (Bank)

(2010-10 - 2013-10)

Build positive relationships with new and existing clients, personalising in every engagement.
Creating a robust contact strategy to consumers in identify any new opportunities to grow the business with financial products such as Investment, banking, lending, and insurance etc.
Deliver a professional service to my clients of financial products and services to help my client's needs.
Take ownership of complaints ensuring they are quickly resolved within a timely manner.
Commit to innovate new ideas with colleagues to improve the customer journey.
Take personal responsibility to identify, assess, manage and report risks
Creating a robust contact strategy to identify any new opportunities to grow the business.

Assistant Store Manager - John David Sports Fashion PLC

(2006-07 - 2010-10)

Assisting the manager in managing a clothing fashion store with a team of 18 employees.
Creating a daily strategy to achieve our sales targets.
Merchandising stock in accordance with high demand within the store to market products in line with demand.
Stock replenishment management through efficient delivery process in time for display.
Promoting and educating our digital channel to our customers to shop online via our in-house tablet.
Preparing and participating stock audit within the branch to identify any missing stock and find route cause to prevent future cost to the company.
Coach and develop a team around creating a great customer experience and providing feedback when necessary.
Plan and prepare a 4-weekly rota in advance for 18 employees in maximising efficiency of each department.

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