Fatima Mahmood
Operations Lead (Credit & Compliance)
About
Over 10 yrs of experience in Banking & Finance, with expertise in Compliance & KYC, Operations, Credit & Risk, and Contact Centre management. Experienced with international markets and clients. Fluent in English, Hindi, and Urdu, with basic knowledge of Arabic.
Skills & Expertise (9)
Work Experience
Operations Lead (Credit & Compliance)
NimberX Project Management
May-2024 - July-2025
Conducted periodic KYC, KYB, EDD, ECDD, and CDD reviews for high-risk clients of multiple banks. Verified SOF/SOW, performed PEP and sanctions screening, and ensured full regulatory compliance. Collaborated with internal teams and external stakeholders to support lending growth while maintaining a sound risk return profile. Gained industry-specific experience in the gold and precious metals sector.
Contact Center Subject Matter Expert - SME
Amazon.com
October-2018 - February-2024
Trained 300+ new hires to 100% proficiency in company policies and risk frameworks within four weeks. Developed KPIs that boosted QA and compliance rates. Led a cross-functional team of 30 members, providing coaching, performance feedback, and workflow prioritization. Reduced escalations by implementing structured problem-solving frameworks for USA, UK, Canada, and India markets. Achieved customer satisfaction (CSAT) with a score of 98%, exceeding team target.
Operations Analyst - (Credit, Compliance) - Automotive Finance
BMW Al Bataha Islamic Finance
July-2015 - August-2016
Managed the full loan lifecycle for auto financing (Murabaha) from customer application to disbursement. Handled credit underwriting and oversaw operational processes. Ensured 100% compliance with Central Bank regulations, Sharia guidelines, and internal audit requirements.
Maker KYC Analyst - KYC, CDD & Compliance
Dubai First - A Subsidiary of First Gulf Bank
June-2013 - July-2014
Performed comprehensive periodic reviews for high-risk retail customers, ensuring strict adherence to regulatory and internal compliance requirements. Identified and assessed related parties, joint account holders, POA holders, non-residents, residents, and PEPs. Collaborated with Priority, Business, Retail, Sanction clients to clarify transactions and secure SOF/SOW documentation. Executed in-depth background checks, risk profiling, and monitoring for suspicious activity, ensuring full KYC/EDD compliance.
Collections Officer
Dubai First - A Subsidiary of First Gulf Bank
November-2008 - May-2013
Managed delinquent expat & Emirati accounts, implementing effective recovery strategies. Negotiated and structured customized repayment plans based on in-depth analysis of customer financial capacity, improving recovery rates. Resolved billing/payment disputes and maintained accurate collection records. Prepared collection performance reports (KPIs) for management. Collaborated with legal, finance & customer service teams on complex cases. Negotiated repayment plans based on customer financial capacity.
Payment Processing Specialist (Voice - Supporting UK Process)
HSBC
October-2004 - December-2005
Processed a high volume of time-sensitive payment transactions exclusively for UK business and retail banking clients, ensuring strict adherence to UK Financial Conduct Authority (FCA) regulations and HSBC's global compliance policies. Delivered dedicated telephonic support to resolve complex payment inquiries and discrepancies for UK clients. Verified payment details for UK banking standards, minimizing errors and processing delays. Coordinated with UK-based teams in London to escalate and resolve critical payment issues.
Education
Bachelor of Commerce (B.Com)
2001 - 2004 · India
Certifications
Certified KYC Analyst
Association of Certified Anti-Money Laundering Specialists (ACAMS) · 2019
In-depth training on conducting KYC and EDD reviews, identifying and assessing high-risk customers, and ensuring compliance with global regulations.
Certified Credit Analyst
Credit Research Foundation (CRF) · 2016
Advanced training on financial analysis, credit risk assessment, and credit underwriting in retail and SME financing.
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Skills (9)
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