Hessa's CV
Hessa Al Kuwaiti
Financial Remediation Assistant Manager | Account Management
Profile summary
Accomplished Financial Remediation Assistant Manager with 6 years of progressive experience in account management, stakeholder engagement, and operations. Track record of leading teams, managing client relationships, and executing full-cycle recruitment across multiple sectors. Dedicated to driving performance and delivering results through structured operational oversight.
Career highlights
Collection Operations Leadership: Led collection officers at Emirates NBD by setting and monitoring individual and team key performance indicators aligned with performance targets.
Stakeholder Engagement Management: Managed stakeholder interactions at Abu Dhabi Commercial Bank by delivering required service levels and resolving complaints via live chat.
Key skills
Professional experience
Directs collection operations at Emirates NBD, managing workflow execution and daily remediation activities. Establishes performance benchmarks and monitors execution across the division to maintain alignment with organizational objectives.
- Manages collection officers by providing continuous coaching and targeted feedback to support daily task execution.
- Evaluates individual and team performance metrics against established organizational benchmarks.
Managed employer and client relationships, ensured expectations were met through regular communication and proactive problem-solving, and identified new business opportunities among existing clients while strengthening key accounts. Represented the organization at trade shows and industry events to support networking, partnerships, and relationship-building opportunities.
- Managed the full recruitment cycle for 32 clients across sectors including oil and gas, medical, education, and banking.
- Delivered employability workshops for job seekers covering CV writing, job searching, and interview skills.
Managed digital banking communication channels, directing stakeholder engagement and account-opening support. Handled daily client interactions while coordinating with internal teams to maintain service delivery standards.
- Increased stakeholder satisfaction by 25% by delivering required service levels across 100 stakeholder interactions monthly.
- Improved customer satisfaction by 25% through resolving 150 complaints via Live Chat.
- Contributed to a 75% decrease in customer service calls.
Served as an intern within TAQA Water Solutions, collaborating with internal teams to analyze operational issues and formulate practical solutions.
- Increased efficiency by 15% through suggesting process improvements and participating in problem solving activities.
- Collaborated with cross functional teams to examine technical problems and develop functional operational responses.
- Initiated youth-focused programs addressing specific challenges faced by youth in Al Ain.
- Organized Walem, the first career fair in Al Ain supported by the Federal Youth Authority to promote Emiratization.
- Increased efficiency by 15% through suggesting improvements and participating in problem-solving activities.
- Analyzed problems and collaborated with teams to develop practical solutions.
Education
Entrepreneurship