Experience

Huspy for Mortgage Brokers
• United Arab Emirates
• Financial Services
• 1 - 100 Employee
• Business Development Manager

  • Jun 2022 - Present

Mortgage Finder
• United Arab Emirates
• Financial Services
• 1 - 100 Employee
• Business Development Manager

  • Aug 2021 - Apr 2022


Noor Bank

• United Arab Emirates
• Banking
• 700 & Above Employee

• Senior Customer Service Officer

  • May 2019 - Mar 2020

  Work in coordination with senior priority bankers for managing the priority relationships.Monitoring and maintaining prescribed levels of customer satisfaction, day to day operations and conceptualization of procedures for exercising optimum control.Work closely with assigned teams to produce business MIS reports.Ensure consistency of service at the highest levels as per defines SLA and set delivery standards in conjunction with laid out bank policy, processes and compliance guidelines for Priority banking.Effective perform procedures to detect fraud, money laundering & theft.Initiate High-Risk Review (HRR) for a customer and liaison with compliance team for risk assessment/onboarding.Perform AML, regulatory and compliance checks for onboarding the customers.Conduct research, follow ups and resolve client inquires and problem through effective interaction with clients, bankers, product partners, branch/operations areas and staff in a timely and professional manner. Show less

• Sales Coordinator - Mortgages

  • Dec 2014 - May 2019

  Work in coordination with sales, operations, credit & product to ensure business continuityResponsible for complete end to end Bancassurance / Group Takaful operations including but not limited to booking medicals for customers in different health facilities; also, taking care of departmental monthly target envisioned by management.Retaining the Bancassurance and Group Takaful customers by understanding their needs, through good customer services and / or through counter offers, if required.To maintain positive dealings with staff and customers in high- volume, fast-paced operationsPre-screening and data entry of new loginsProcessing the final offer letters after scrutinizing details thoroughlyCoordinating with ASU for opening accounts / clearing discrepancies for mortgage customersResponsible to closely work with Operations / Credit to clear the deferrals on casesEnsuring completion of new / extra tasks assigned by the management or whenever required Show less



United Bank Limited

• Pakistan
• Banking
• 700 & Above Employee

• Product Manager - Branchless & E-Banking

  • Aug 2013 - Nov 2014

  Responsible for streamlining of product, operational and technology aspects of Branchless Banking.Responsible for ongoing monitoring of operations and business process execution to ensure adherence to agreed upon processes/SLAs.Continuous Improvement of product policy, procedure and technology based on market needs and demandsProduct enhancement by introducing new and innovative features.Product Analysis and Agent’s transactional behavior with trend analysisStructure designing and timely disbursement of BDE’s IncentiveMonitoring of fund rotation b/w Liquidity Support and Beneficiary AgentsTo create Agent/Merchant profitability models and ensure that agent is encouraged to sell Branchless servicesIdentify and address Agent/Merchant needs & expectations and ensure product is effectively managed for all the target segmentsEnsure compliance to Bank policies and procedures as well as to local regulations Show less

• Campaign Manager - Retail (Customer Contact Center)

  • Nov 2009 - Jul 2013

  Directly responsibility for 4 Team Leaders and indirectly responsible for 70+ Phone Banking Officers for their overall performance.To achieve maximum customer satisfaction to the defined quality parameters (internal & external) with SL target defined as 90%.Performance evaluation of TLs on the given matrix and ensure timely coaching and counseling for enhanced performance.Ensure right capacity planning for smooth operations using scheduling and forecast as the basic tools.Member of cross-function team to enhance Call Center Business Process.Ensure resolution of customer complaints within TAT.Conducting In-house training sessions and refreshers for product changes and promotions apart from the daily team huddles. Show less

• Assistant Manager - Hiring & Training (Customer Contact Center)

  • Apr 2008 - Oct 2009

  Conducting Initial & final interview of candidates.Generation of hiring memo and coordination with third party contractor.Responsible to train the batch of 15 to 20 phone bankers after every alternate month.

• Team Leader - Inbound (Customer Contact Centre)

  • Aug 2006 - Mar 2008

  Managing team performance according to defined KPIs.Call quality evaluations and ensure daily coaching and counseling sessions for improvements.Identify area of improvements and ensure practical solutions for overall improvement, for e.g., initiated the revision of Authentication Policy.Achieved the Award for “Team of the Month” and “Team of the Year”.Extra Assignments:Conduct In-house Trainings / Refreshers for Product Changes and Updates.Re-Logged Discrepant Complaints to assist CRU; also, Retained credit card customers to assist AMU.Supervised the Projects of UBL Fund Managers Franchise Payments, Priority Banking, Cashier’s Cheque and Master Card for Inbound Unit. Also worked on SYMBOLS implementation at Inbound Unit. Show less

• Phone Banking Officer - Inbound (Customer Contact Center)

  • Jun 2005 - Jul 2006

  Dealt with Customer’s queries on Deposit A/Cs, Credit Cards & Consumer Loans. Maintenance on Customer’s Cards / Accounts as per their request.Achieved the Award for “Phone Banker of the Month” twice.Extra Assignments:Scheduling and Capacity Planning of Phone Banking Unit (175 Plus Officers)Performed User Acceptance Test (UAT) for ZRG (Call Center Technology) system