Experience

HBL

• IT Services and IT Consulting
• 700 & Above Employee

• Vendor Management analyst

  • May 2015 - Present



HBL - Habib Bank Limited

• Pakistan
• Banking
• 700 & Above Employee

• Vendor Management Analyst

  • Jun 2015 - Present

  Information Technology HBL Plaza Core responsibilities:PenaltiesCollect StatsCalculate PenaltiesVendor Review Meetings•Arrange Meetings•Note Meeting Discussion•Prepare Meeting Minutes•Distribute Meeting Minutes•Track Action ItemsEscrows•Setup Escrows•Track EscrowsAudit•Coordinate and Update IT AuditPrepare individual SOPs for all of the above tasksAny other tasks assigned by immediate supervisor

• RIsk Assesment Officer

  • Jul 2013 - Jun 2015

  Transaction Verification Unit & Internet Banking Projects Core responsibilities:Evaluating and grading calls for Quality standards of Inbound and Outbound Sales.Creating a Daily MIS of the Quality Sheet to be sent to the Training dept and Monthly Performance Report of the Inbound and Outbound teams.To ensure evaluations of inquiry maintenance and complaint calls and timely highlighting the errors to inbound team leaders for coaching and counseling of PBOsAssisting Business Units (CRU / DRU/ FRMU etc) for escalating Phone Banking Service related issues / queries.To ensure strict compliance with Group, Central Bank rules & regulations.Coaching the Phone Bankers for Quality assurance on the errors made after call evaluations.Mentoring of the Phone Bankers.Maintaining consolidated error reports of every month Show less

• Hiring \ Training and Development officer

  • Apr 2011 - Jul 2013

  Gathering curriculum of potential candidates once the headcount requirement is raised by the departmentAnalysis of head count on basis of requirement.Initial screening of the candidates and conduction of interviews to suggest appropriate candidates for final selectionConduction of orientation to new employeesDocumentation processing for new hired staff.Keeping record of interviewed candidates and maintain data baseCoordinates for training needs with concern department and arranges training schedules for employees.Training of new hired staff and existing employees as per the TNA provided by the relevant departmentsEvaluates the effectiveness of the respective training programs by obtaining feedback from employeesConducting Quizzes and perform Mystery shopping to ensure quality product knowledge and understanding of banking procedures in the teamQuality evaluations and discussion with the phone bankers on one on one basisAddress employees grievances and complaints; provides guidance if necessaryProvides feedback to the management to enhance a better and cordial working environmentOrganizes corporate events such as company's dinner, corporate trip, family day etc.Involves in yearly manpower planning and expansion Show less

• Online Banking Officer

  • May 2008 - Apr 2011

  Currently looking after HBL International Banking; To perform all levels of Core customer service•To solve customer complaints on daily basis and process their requests•To maintain the performance management system as per call centre•To have all product knowledge & trainings (consumer & branch banking)An overview of these functions is as follows: Performing Maintenance and Maintaining MIS.•Debit card ,Credit card, Funds transfer (Own and Third party)•Pin generation (T-Pin, ATM Pin, Credit Card Pin)•Providing Useful information prior to the products of the bank. •Cards•Liability or Products•Loan productsTeam performance •Attendance sheet or Auxiliary time, Staff time and calls adjustment•ATM monitoring or Outbound for Credit card Activation •T-pin Generation•Software usage •Unison : (Branch Banking System) •H.D.A / IRIS : (Debit card System)•CTL : (Credit card System) •Nice : (Calls Evaluating System)•CMS : (Call Management System)•Mysis : (Core Branch Banking System Show less



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Operations Support

  • Dec 2007 - May 2008

• Call Back Officer

  • Nov 2006 - May 2008

  To ensure service quality•To monitor Statement & Credit Card returns.•Ensure timely receipt of Credit Card & statements to customers.•To track down & eliminate problem escalation between S.Q, TCS & PB•To create and forward daily productivity to all the departments

• BUSINESS DEVELOPMENT UNIT

  • Sep 2007 - Nov 2007

  spend unit)•Achieve/Exceed monthly Inside Sales targets.•Conduct balance transfers to different banks.•Maintaining daily Call Reports•Attend Product Trainings

• Tele Sales Officer

  • Nov 2006 - Aug 2007

  Banccasurance •Achieve/Exceed monthly Inside Sales targets.•Enroll eligible individuals in the Company's products.•Maintaining daily Call Reports•Attend Product Trainings