Fiona Martis

Experience

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  HSBC

  Nov 1990 - Nov 1994

  Customer Service Representative

  In this first job I was accountable for frontline sales and service to retail banking customers. Some key tasks included:• Ensuring adherence to New Accounts and Personal Loans standards• Handling all frontline customer queries, transactions and complaints• Interviewing clients & determining eligibility for retail and corporate accounts• Determining credit worthiness of potential and existing asset clients• Initiating debt recoveries in conjunction with the Collections department Show less

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  Standard Chartered Bank

  Nov 1994 - Jul 2001

  I managed the branch’s sales and service delivery functions across the frontline and teller functions. I coached and appraised a team of 6 front office staff and was the Acting Branch Manager. During my time in this role, I spearheaded the branch’s Emiratisation initiative by creating training schedules for Emirati interns, monitoring and appraising them. I was the designated liaison for the UAE Higher Colleges of Technology faculty and students.I was instrumental in securing & maintaining the Branch’s ISO 9002 certification and also worked with the UAE Central Bank and other international banks on exceptional investigations and inquiries. Additionally, I led the branch to exceed sales targets by the 3rd quarter of the year. Show less

  • Customer Service Manager, Sharjah Branch

    Sept 1999 - Jul 2001

  • Customer Service Officer, Priority Banking

    Jan 1998 - Aug 1999

  • Senior Personal Financial Consultant, Dubai Branch

    Nov 1994 - Dec 1997
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  Standard Chartered Bank

  Sept 2004 - Aug 2013

  ▶️ Improved business performance and customer loyalty by owning and championing the Voice of Customer (VoC) function for the Consumer Bank.▶️ Led a multicultural team of 5 Customer Experience Managers and realised a 51% uplift in customer advocacy - measured via NPS (Net Promoter Score). 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 • Hosted and ran the monthly UAE Customer Experience Council – a VoC governance forum comprising the Bank’s senior leadership team and chaired by the regional CEO• Developed action plans and interventions (using consumer insights, root cause analysis and research) and proactively collaborated with key stakeholders to implement them and improve VoC & customer advocacy across all channels, products and segments• Vetted external communication to ensure strict compliance with both, regulatory principles and internal brand guidelines • Implemented change management initiatives to transform the work culture. Designed and piloted a change management toolkit which was subsequently rolled out to other markets• Positioned myself as the Customer Experience liaison for the Middle East regional offices • Consistently achieved top-tier employee engagement scores – top 5 percentile - from direct reports Show less ▶️ Enhanced the frontline capability and performance by delivering the Learning and Development curricula▶️ Deputized for the Consumer Bank Academy Head for all leadership decisions and participation 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Developed & implemented the training curriculum for the SME and the Private Bank businesses in collaboration with their leadership team and attaining a 92% success rate on training delivery • Created and piloted the “US Economic Sanctions” refresher training to over 100 frontline personnel• Conducted 272 training hours across 8 programmes delivered to over 370 personnel • Advanced the Emiratisation agenda by designing and delivering the "Banking Fundamentals" classroom course to 35 Emirati Graduates• Achieved a 70% error reduction on Compliance & Regulatory forms completed by the frontline• First in country to be awarded the “Core Level” certification as per the bank’s global Facilitator’s Standards Show less ▶️ Enabled a seamless client on-boarding and transaction experience that was aligned to domestic and foreign regulatory directives▶️ Supervised the Middle Office team of 6 personnel to ensure robust documentation checks and was the Designated Compliance Representative for the Private Bank▶️ Recognised as a 'High Potential' employee and placed on a fast-track path for career progression 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀• Developed risk management standards for the unit and secured successful audit outcomes for all external and internal inspections. Ensured strict adherence to Operational Risk avoidance processes including monitoring, review and coaching sessions• Partnered with, both, Sales and Compliance stakeholders to identify and bridge gaps in order to foster a risk-controlled environment• Drafted the unit’s operating instructions manual and also established the local infrastructure for a new offshore account booking centre Show less

  • Head, Voice of Customer, UAE | Customer Experience Management

    Mar 2010 - Aug 2013

  • Training Manager, Consumer Banking Academy | Learning & Development

    Sept 2008 - Mar 2010

  • Manager Client Services, The Private Bank | UHNWI Client Service Management

    Sept 2004 - Sept 2008
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  Self-employed

  Feb 2017 - now

  Writer | Academic Author

  • Consult with individual clients and write authentic tailored resumes, CVs, Cover Letters and LinkedIn profiles - personal rebranding services for multisector working professionals across all roles from C-Suite & Board Members to entry level & interns• Conceptualized the content and wrote the English copy for The Cloak and Dagger FZE website (www.thecnd.co) and social media pages ensuring adherence to brand tonality – including webpages, T&Cs, FAQs, client registration and social media posts• Draft compelling & brand-aligned social media content for multi-sector clients – Travel, Real Estate, Art, Retail Fashion and Fitness • Co-authored an academic journal article on the organisational benefits of implementing a People Management framework in the U.A.E. - Garad, A. and Martis, F. (2017) Investors in People and Business Excellence in the United Arab Emirates Part 2: From BE to IIP — a Case Study, International Journal of Human Resource Development - Practice, Policy and Research, 2(1) pp. 67-79 Show less

• 

  The Cloak and Dagger

  Aug 2017 - now

  Co-founder

  The Cloak and Dagger FZE is a market research and consultancy firm launched in the UAE with clients in the Food & Beverage, Healthcare, Real Estate, E-Commerce, FMCG, Leisure & Tourism, Banking, Retail and Telecommunications industries.• Established this B2B market research and consultancy firm specializing in improving business performance through consumer-driven data and analysis• Deliver business results for clients by improving their customer, guest and employee experience – generate, collate and analyze insights; recommend and implement actions plans• Develop product and service pitches, present to leadership teams and secure new business – won contracts from Semi-government, MNC, Large Local Corporate, SME and Individual clients. Successfully executed over 350 mystery shopping programmes and built a local shopper database comprising over 50 nationalities • Drive the overall business operations - including marketing & branding, social media, client acquisition and contracts management • Create bespoke mystery shopping programmes, conduct focus group discussions, facilitate in-house workshops, overhaul customer-facing processes & SOPs and design & execute employee engagement initiatives Show less