Sonila MAQELLARI

Corporate and Institutional Business Customers (CIB)
Responsible for both account management and support for CIB customers, overseeing client relationships and revenue growth, through main tasks:

• Leading a team of Account Managers to ensure high performance and continuous professional development
• Managing client relationships to drive revenue growth and retain existing business.
• Identify growth opportunities for upselling, develop client retention strategies, specifically enhancement of relationship quality, and engagement in digital products/services.
• Analyzing potential client data to identify opportunities for new customer acquisition in proactively engaging cross-selling with retail banking.
• Overseeing the department's day-to-day activities and ensuring effective customer service management
• CIB KYC Manager -responsible for overseeing compliance operations related to Know Your Customer (KYC) processes, ensuring adherence to regulatory requirements and internal policies:
• Leading a team of analysts (support middle office), providing training and guidance to ensure accurate and timely completion of customer profiles.
• Set up of respective reports and follow up processes for KPIs of KYC portfolio expired overdue, timely execution of EDD for high – risk client profiles
• Manage CIB customer onboarding and ongoing monitoring processes on a risk-based approach, following GCC structure, to ensure compliance with KYC regulations and internal policies.
• Manage execution accordingly of customer due diligence, transaction monitoring during plausibility, and periodic monitoring.
• Develop and implement KYC policies and procedures, conducting risk assessments to identify potential compliance issues.
• Contribute to the continuous improvement of the KYC program by identifying areas for enhancement by implementing best practices and collaborating with cross-functional teams to streamline processes.
• Contribute to implementing digital transformation of KYC processes for CIB customers, including execution online and assuring respective ratio KPIs are reached quarterly.
• CIB Middle Office:
• Leading a team of supporting middle office (executing KYC processes as well) that coordinates daily business with the Bank of CIB customers.
• Coordinate customer complaints and follows up analysis for better customer experience.
• Coordinate with all supporting functions across the bank to improve and optimize internal processes, smooth implementation of new systems in department’s daily activities.
• Act as Business owner in Agile Team locally and at group level to support digital transformation of customer lifecycle processes/products that result in process efficiency and superior customer experience.
• Monitoring of data quality issues to address them according to established procedures and ensures proper segmentation of portfolio customers.

Corporate and SME Products Department

Overall job profile covered tasks:

• Leading a team of supporting middle office, acting as main contact reference for Corporate and SME Business Customers for daily operational transactions and services, as well as execution of KYC processes.
• Daily responsibilities involved supporting, coordinating, and communicating with various bank departments, relationship managers, and branches to meet the needs of Corporate and SE business customers.
• Coordinated the delivery of customized products and services in a high-quality and efficient manner, collaborating closely with the Products Unit and Relationship Managers, to maintain a segment profitability.
• Act as entry point for Corporate business customers, ensuring onboarding and ongoing monitoring processes on a risk-based approach, following GCC structure.
• Review of customer documentation (legal, shareholder structure) for new or existing accounts, maintaining up-to-date knowledge of relevant legislation and company policies
• Execution of due diligence for Corporate Customers, as part of KYC process, in due date in adherence with AML group and local directives. Mainly focused for enhanced due diligence for high-risk profile customers.
• Responsible for setting, analyzing and calculation monthly KPIs of the staff in branches- Business customer service.
• Responsible for complaint follow up for business customers, compiling monthly analysis, recommending solutions, process improvements, for procedural or process gaps.
• Monitoring of data quality issues to address them according to established procedures and ensures proper segmentation of portfolio customers.

• Improve existing products and develop new ones, to meet customer needs.
• Project Manager for Corporate /SE projects. Projects are related mostly in developments of customers requiring specific reporting of their account transactions (customized account statement).
• Manage/ update segment cash management products &service application forms, procedures.
• Prepare cash management products &services offers (RFP), preferential pricing list for new and existing customers.
• Monitor cash management products profitability on monthly basis to meet end of year target.
• Monitor on monthly basis cash management products performances, by compiling several reports, analysis.
• Main contact for cash management product presentation and several issues, in regards.

SME/Corporate Business Banking

Overall job profile:

• Responsible to manage daily implementation of Electronic Banking for SME/Corporate Customers, by contacting customers to set up electronic banking, coordinate with IT support for daily system issues, project manager for improvement in electronic banking
• Responsible to manage SWIFT messages products (MT940, MT101)
• Project Manager - coordinating implementation of the project the Bank has with Albanian Ministry of Finance for the collection & reporting of state budget revenues.

• Loan Officer Micro /SE near PSHM Offices in Tirana. PSHM (NOA) is a Microfinance Institution specialized in giving loans to Small and Medium Enterprises. My responsibility is to provide new clients to the institution, build up a high-quality portfolio, and serve my new and existing clients professionally, fast, and correct.
• My first job at NOA was during the university when I worked as an Intern customer service for two summers. My responsibilities were starting from information to customers for Loans’ terms and conditions, to contract signing, Mortgage office, information on customer service.

• Petty cash accountant in Nebraska Training Office, a USAID project operating in Faculty of Economics. Besides managing all expenses and cash flow in the office, many projects were submitted to the office requiring participation from students enrolled in this training office. I could participate in many projects during this time and won a two week share experience for micro businesses in Italy – Bologna.