Farid Aziz
Customer Relations & Experience Manager
Point Chevalier,AUK
Summary
Customer Relations & Experience Manager with over 10 years experience in retail banking sales, operations and portfolio management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Personal Business Manager
ANZ New Zealand
08.2024 - Current
- Demonstrate expertise in various Personal and Business Banking products to ensure clients made informed decisions.
- Uphold internal control standards and ensured compliance with Group Compliance Policy.
- Mentor junior team members, fostering collaborative environment focused on continuous improvement.
- Cultivate enduring client relationships through regular communication, proactive issue resolution, and market updates.
- Collaborate across multiple working groups within Personal and Business Banking.
Customer Relations & Experience Manager
HSBC New Zealand
3 2023 - 06.2024
- Coached and developed customer service teams to enhance customer ratings, reduce complaints, and drive business growth.
- Implemented data-driven strategies to identify improvement areas and effectively address customer pain points.
- Extracted actionable insights through meticulous data analysis, enabling informed decision-making throughout the organization.
- Developed and enforced best practices for issue resolution, minimizing response time while maximizing client satisfaction.
- Acted as the final escalation point for customer complaints, liaising with the New Zealand Banking Ombudsman.
- Reviewed and updated the complaint process, ensuring alignment with both the New Zealand market requirements and HSBC Global policy.
- Recognized as a Strong Performer with commendable ratings for Strong Behaviors in 2023.
Premier Relationship Manager
HSBC New Zealand
04.2020 - 02.2023
- Managed a diverse client portfolio, including entrepreneurs, professionals, and high-net-worth individuals.
- Demonstrated expertise in various banking products such as loans and mortgages, ensuring clients made informed decisions.
- Upheld internal control standards and ensured compliance with the Group Compliance Policy.
- Mentored junior team members, fostering a collaborative environment focused on continuous improvement.
- Cultivated enduring client relationships through regular communication, proactive issue resolution, and market updates.
- Collaborated across multiple working groups within Wealth and Personal Banking.
- Recognized as a Top Performer with exemplary Role Model Behavior ratings in 2022.
Assistant Relationship Manager
HSBC New Zealand
07.2019 - 03.2020
- Collaborated in building and managing portfolios for high-net-worth Premier customers at HSBC New Zealand.
- Delivered high-quality sales and service of banking products tailored to meet customer needs.
- Provided comprehensive administrative, credit/risk analytical, and sales support to Relationship Managers.
- Acted promptly on all leads and follow-up activities to ensure timely fulfillment of customer requests.
- Recognized as a Strong Performer with Role Model Behavior ratings in 2019.
Customer Consultant
HSBC New Zealand
03.2019 - 06.2019
- Proactively provided services, including non-cash transactions, for customers.
- Maintained internal control standards and ensured compliance with the Group Compliance Policy.
Priority Relationship Manager
Standard Chartered Saadiq Malaysia Berhad
08.2016 - 05.2018
- Developed and maintained relationships with New to Bank (NTB) Priority Banking customers, meeting defined sales targets.
- Participated in sales promotions and activities to exceed sales targets.
- Collaborated with Line Managers to analyze financial and economic markets and develop sales plans and strategies.
Premier Relationship Manager
HSBC Amanah Malaysia Berhad
12.2015 - 08.2016
- Built and managed portfolios for high-net-worth Premier customers at HSBC Amanah.
- Identified and fulfilled customers' financial needs with Amanah financial solutions.
- Ensured high-quality sales and service of HSBC Amanah Wealth Management products through need-based selling.
Advance Relationship Manager
HSBC Amanah Malaysia Berhad
12.2013 - 12.2015
- Collaborated with Line Managers to plan sales activities and strategies.
- Maintained accurate records of all sales activities for Line Manager's review.
- Proactively provided services, including non-cash transactions, for customers.
Financial Guide
HSBC Amanah Malaysia Berhad
05.2013 - 11.2013
- Spearheaded initiatives to enhance service culture and maximize banking proposition for customers.
- Maintained internal control standards and ensured compliance with the Group Compliance Policy.
Time Scale Clerk
HSBC Bank Malaysia Berhad
03.2011 - 05.2013
- Oversaw execution of Power Of Attorney documents and liaised with lawyers for submission.
- Assisted with preparation of EPF and mortgage redemption statements.
Financial Consultant
Ambank Group Malaysia
03.2010 - 07.2010
- Delivered tailored insurance presentations to diverse audiences, demonstrating policy benefits and coverage options.
- Conducted regular client check-ins to review policy changes and ensure alignment with individual needs and goals.
Skills
- Customer Relationship Management
Conflict Resolution and Problem Solving
Communication and Interpersonal Skills
Credit Risk Assessment
Networking and relationship building
Customer experience strategy
Certifications
New Zealand
FSC521 The Financial Services industry
FSC522 The Regulatory Framework
FSC526 Residential Property Lending
Malaysia
Investor Protection Professional Certification (IPPC)
Unit Trust Scheme Consultant (UTS Consultant)
Takaful Insurance Basic Examination (TBE) Part A, B & C
Languages
English
Malay
References
Available upon request
Timeline
Personal Business Manager
ANZ New Zealand
08.2024 - Current
Premier Relationship Manager
HSBC New Zealand
04.2020 - 02.2023
Assistant Relationship Manager
HSBC New Zealand
07.2019 - 03.2020
Customer Consultant
HSBC New Zealand
03.2019 - 06.2019
Priority Relationship Manager
Standard Chartered Saadiq Malaysia Berhad
08.2016 - 05.2018
Premier Relationship Manager
HSBC Amanah Malaysia Berhad
12.2015 - 08.2016
Advance Relationship Manager
HSBC Amanah Malaysia Berhad
12.2013 - 12.2015
Financial Guide
HSBC Amanah Malaysia Berhad
05.2013 - 11.2013
Time Scale Clerk
HSBC Bank Malaysia Berhad
03.2011 - 05.2013
Financial Consultant
Ambank Group Malaysia
03.2010 - 07.2010
Customer Relations & Experience Manager
HSBC New Zealand
3 2023 - 06.2024
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