Experience

Freelance Writer; self employed

• Advertising Services
• 700 & Above Employee

• Writer

  • Feb 2020 - Present

  Over the last two years, I’ve finally allowed the flood gates to open up on my passion for writing. I have since been authoring a blog: theroamingdesi.org. At its very gist, it is kind of quirky, a tad controversial, a little whimsical and chockfull of farce. I write short stories with themes centring mostly around female characters. The narrative ranges from their everyday struggles with norms, traditions, culture and biases to harder-hitting social impact issues. I have written a fair bit of poetry, again ranging from the whimsical to the farcical. I also write opinion pieces More recently, I have been writing children’s stories in verse form. Children tend to gravitate naturally towards rhyme and meter that is also infused with humour, and more easily retain information/ knowledge thus shared. Show less



Freelance

• Colombo, Sri Lanka & Karachi, Pakistan

• Management Consultant

  • Mar 2016 - Present

  -Communications Specialist with extensive experience in Corporate (Internal and External) Communications -Process Optimization Specialist with a view towards identifying, improving/ re-engineering customer/ bottom-line critical processes to ensure growth and satisfaction -Corporate Culture Augmentation Specialist experienced in developing/ streamlining cohesive, inclusive and productive work cultures across organisations -General Management Consultant with 20 years of experience in the Financial Services Industry - now Trainer and a general, overall “fixer-upper” -Blogger covering an extensive variety of topics ranging from fiction to non-fiction, political and social opinions and columns, underscored by facts and farce: http://theroamingdesi.org -Businessperson/ Entrepreneur with a view towards spearheading/ facilitating business opportunities between Pakistan, Sri Lanka and the Western Hemisphere Show less



Bank Al Falah Limited

• Head Office, Karachi

• Head of Customer Experience

  • Jul 2012 - Mar 2016

  Managing the Quality Assurance, Complaint Management, Voice of Customer Research and Insight, Process Optimization units and Product Knowledge Development and Testing platforms as Head of Customer Experience. Functioning as a key change manager/ agent while the bank transitions onto a rejuvenated sales, service and controls/ risk management culture Pioneered a number of firsts for the bank in terms of: -Setting a comprehensive, pan network service evaluation platform for Retail and Consumer Finance (CFG) businesses -Driving a comprehensive process streamlining initiative targeting customer critical processes across Retail and CFG to position BAFL above/ with the current best in the industry. -Functioning as a key cultural change catalyst in bridging service delivery gaps between the customer facing and Support function staff. -Conceptualized and now managing a comprehensive Retail, CFG and Corporate product knowledge development, training and embedding program -Pioneered complete automation of the pan bank Complaint Management platform and successfully transitioned it onto the custom-built system. -Developed, implemented and now driving one of the most robust internal/ external Voice of Customer platforms in the industry, covering indepth C-SAT/ customer psychographic/ Competitive scans and Application seeding research initiatives. Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Head of Customer Services

  • Aug 2008 - Jun 2012

  -Managed the Service Quality, Front-end Services, Complaint Management and Phone Banking Units. -Conceptualized and implemented a robust service monitoring and accountability program -Conceptualized and implemented comprehensive Customer Psychographic and Voice Of Customer platforms Highlights: -Improved overall VOC scores from 70% in 2008 to 90% in 2009. Increased ratio of complaints resolved in < 5 days from 48% in 2008 to 85% in 2009. -Recognized across Barclays Corporate (UAE/ Pakistan/ India) for Best Practices in Service monitoring and process improvement initiatives. Show less



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Head of Corporate Communications

  • 2006 - 2008

  -Managed all customer, staff and external communication for the bank -Managed all bank-wide Management Committee updates Highlights: -Managed all customer and staff related communication related to SCB's Union Bank acquisition -Conceptualized and implemented a robust pan bank staff engagement program- 'ManCo Stormer' platform. -Managed all customer, staff and external communication for the bank -Managed all bank-wide Management Committee updates Highlights: -Managed all customer and staff related communication related to SCB's Union Bank acquisition -Conceptualized and implemented a robust pan bank staff engagement program- 'ManCo Stormer' platform.



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Product Manager, Priority Banking

  • 2005 - 2005

  Priority Banking -Re-launched Priority Banking across the SCB network of over 45 branches -Developed a Preferred banking proposition underscored with high-end Asset and Liability products, Quick Turnaround Times and a differentiated Customer Relationship Experience Management program. Highlights: -The launch was the first of its kind in size and scale and was delivered within 6 weeks of my joining the team. Priority Banking -Re-launched Priority Banking across the SCB network of over 45 branches -Developed a Preferred banking proposition underscored with high-end Asset and Liability products, Quick Turnaround Times and a differentiated Customer Relationship Experience Management program. Highlights: -The launch was the first of its kind in size and scale and was delivered within 6 weeks of my joining the team.



ABN AMRO Bank N.V.

• Netherlands
• Banking
• 700 & Above Employee

• Preferred Relationship Manager

  • Jan 2001 - Jan 2002

  -Managed a Liability portfolio of approximately PKR 1 billion -Functioned as back-up of the Branch Manager and as the Regional Service Coordinator Highlights: -Managed key MIS including the Business Direction presentation, Attrition report, Regional Consumer Newsletter and the 'Tail Management' exercise. -Managed a Liability portfolio of approximately PKR 1 billion -Functioned as back-up of the Branch Manager and as the Regional Service Coordinator Highlights: -Managed key MIS including the Business Direction presentation, Attrition report, Regional Consumer Newsletter and the 'Tail Management' exercise.