Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
Generic

Dinali Fernando

Senior Relationship Manager
Al Barsha, Dubai, ,UAE

Summary

Driven Relationship Manager focused on deepening client relationships by ensuring smooth delivery of top-notch services. Outgoing and ambitious professional with 11 years' experience in the banking industry.

Overview

12
12
years of professional experience
12
12
years of post-secondary education
5
5
Certifications

Work History

Premier Wealth Relationship Manager

HSBC Bank
Dubai , United Arab Emirates
2019.08 - Current
  • Actively manage 250 high net worth clients to generate revenue across wealth & investment management, lending, currency exchange and all other financial parameters.
  • Enhance customer experience by ensuring smooth delivery of top-notch services that meet and exceed customer demands globally.
  • Take ownership of critical incidents, coordinating with resolution parties, and established effective communication between stakeholders.
  • Maintained high levels of operational integrity required by HSBC policy manuals & other regulatory bodies.
  • Actively supported and participation in conduct of customer due diligence, AML, Sanctions project and Global Standards.

Branch Customer Service Officer

HSBC Bank
Abu Dhabi & Dubai , United Arab Emirates
2014.09 - 2019.07
  • Ensured world class customer service, proactive follow up on queries and complaints for value added resolution.
  • Proactive contact with customers meet at branch to identify cross selling opportunities across all bank retail products.
  • Conducted operations according to relevant AML, Sanctions, KYC parameters, Group standards and Central Bank regulations.
  • As first line of defense, identify financial crime risks related to transactions and customer behavior to take necessary action.
  • Attend training, refer other approved material to enhance knowledge on banking policies & processes .


HSBC launched its first Digital Customer Service Unit on 02/08/2018 in Dubai-Mirdif City Centre; the first across all 66 markets. (Added responsibilities..)


  • Deputized the Unit in the absence of Unit Manager.
  • Attended management meetings to discuss further developments of Digital CSU based on experience through daily operations and customer feedback.
  • Encouraged customers to move to digital channels for quality and quick service.
  • Worked with third party contractors to streamline the new systems and applications.
  • Assisted customers with the new features; Welcome Screen, Smart Watch, SMS Token Generator, eForms, eTable, Product Catalog, Video Conferencing & Straight Through Process (STP) to maintain the functionality of the unit.

Aftersales Services -Payment Operations 

Al Fahim -Emirates Motor Company – Mercedes Benz
Abu Dhabi , United Arab Emirates
2013.08 - 2014.08
  • Operated as primary contact point between finance & after sales service department.
  • Scrutinized jobs performed on vehicles followed by processing of payments.
  • Handled Bank queries related to payments.
  • Handled all kinds of payments and transactions.

Senior Banking Associate

HSBC Bank PLC - Union Place Branch bearing the highest retail volume
Colombo , Sri Lanka
2010.12 - 2013.07

Position held - Branch Secretary

  • Supported managers in conducting branch activities according to audit procedures, Central Bank regulations & Governance.
  • Reconciled month end suspense accounts, managing of monthly reports.
  • Coordinated branch events with other branches, back office, service providers & clients.
  • Processed customer documents accepted by customer service representatives


Position held - Cash Counter Operations

  • Placed cash orders to regulators (Central bank of Sri Lanka) to meet the daily requirement.
  • Carried out both retail & corporate cash transactions, processing of cashier’s orders, telegraphic transfers, SLIPS, RTGS
  • Position held - Branch Retail & Corporate Teller
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Executed wire transfers, stop payments and account transfers
  • Place daily cash orders with the central team and Central bank of Sri Lanka


Position held - Safe Deposit & Account tools in-charge

  • Stock maintenance & safe keep of account tools, balancing of stocks at the end of each day & reconcile stock imbalances.
  • Maintained Stock take over among branch managers and officers.
  • Conduct due diligence, granted access to HNI to their Safe Deposit Lockers.
  • Processed deposit locker annual charges debiting respective accounts.

Senior Banking Associate - Auditors Letters

HSBC Data Processing Lanka (PVT) Ltd
Colombo , Sri Lanka
2009.10 - 2010.12
  • Operated as intermediary between corporates & auditors in United Kingdom for financial analysis.
  • Compiled financial statements on Assets, Investments, Liabilities & Safe Keeping.
  • Resolved disputes raised by corporate relating to their financial status provided to auditors.
  • Managed heavy volumes on daily basis to meet daily business SLAs.

Education

Business Administration And Management

University of Wales Trinity Saint
United Kingdom
2018.09 - 2019.11

Banking And Finance

Institute of Bankers of Sri Lanka
Sri Lanka
2010.01 - 2013.12

Higher Diploma - Information Communication Technology

IDM
Sri Lanka
2009.01 - 2009.12

English Literature 

Aquinas College
Sri Lanka
2009.01 - 2009.12

High School - Advanced Level - Combined Mathematics

Good Shepherd Convent
Sri Lanka
2006.01 - 2008.08

High School - Ordinary Level -

Good Shepherd Convent
Sri Lanka
2003.01 - 2005.12

Skills

    Strong communication skills.

undefined

Certification

Investment Operations Certificate (United Arab Emirates), The Chartered Institute for Securities & Investment (The CISI)-2021

Accomplishments

    Winner - HSBC Circle of Excellence

References

Upon request

Timeline

Premier Wealth Relationship Manager

HSBC Bank
2019.08 - Current

Business Administration And Management

University of Wales Trinity Saint
2018.09 - 2019.11

Branch Customer Service Officer

HSBC Bank
2014.09 - 2019.07

Aftersales Services -Payment Operations 

Al Fahim -Emirates Motor Company – Mercedes Benz
2013.08 - 2014.08

Senior Banking Associate

HSBC Bank PLC - Union Place Branch bearing the highest retail volume
2010.12 - 2013.07

Banking And Finance

Institute of Bankers of Sri Lanka
2010.01 - 2013.12

Senior Banking Associate - Auditors Letters

HSBC Data Processing Lanka (PVT) Ltd
2009.10 - 2010.12

Higher Diploma - Information Communication Technology

IDM
2009.01 - 2009.12

English Literature 

Aquinas College
2009.01 - 2009.12

High School - Advanced Level - Combined Mathematics

Good Shepherd Convent
2006.01 - 2008.08

High School - Ordinary Level -

Good Shepherd Convent
2003.01 - 2005.12

Investment Operations Certificate (United Arab Emirates), The Chartered Institute for Securities & Investment (The CISI)-2021

CISI Risk in Financial Services Level 3, The Chartered Institute for Securities & Investment (The CISI), 2021

Introduction to Securities & Investment (International), The Chartered Institute for Securities & Investment (The CISI) - 2019

The United Arab Emirates Financial Rules and Regulations, The Chartered Institute for Securities & Investment (The CISI) - 2020

Wealth & Investment Management - Level 3, The Chartered Institute for Securities & Investment (The CISI) - 2019

Dinali FernandoSenior Relationship Manager