Experience

First Women Bank

• Pakistan
• Banking
• 100 - 200 Employee

• Branch Operations Manager

  • Jul 2016 - Present

  Overall responsible for the smooth execution of all Operational activities in Branch such as (Cash Function, Account opening documentation and Procedure, Clearing Function, Collection (LCY & FCY), Insurance limit, ATM Operations, Lockers, Remittance's). Entirely responsible for over all branch Supervision and to manage the Branch Operations with regulatory guidelines while ensuring high quality and Error free customer service that are delivered within the benchmark turn around times (TAT). Adherence of State Bank of Pakistan instructions as ; timely & accurate response of Compliance department queries. Ensures Anti-money laundering & Know your customer policies are being addressed, Carry out any other task relevant to the assignment as communicated by Compliance Department from time to time. Ensures the Branch achieves Target Zone scores in monthly Internal service measures / Service Quality. Responsible for rectifications of Key control issues highlighted during Internal Audits of the branch ; laise with State bank of Pakistan Inspection for smooth conduct of SBP annual Inspection as well as surprise cash inspection of the Branch. Maintaining liaison with Branch manager for smooth delivery of Customer service and prompt removal of any process gaps / process disconnects. Supervision of all transactions with regulatory Compliance to all policies and Procedures Manuals of the Bank, serve as stand-in Branch manager when required. Ensures judicious and timely performance appraisals of Operations associates in Branch. Show less



BankIslami Pakistan Limited

• Pakistan
• Banking
• 700 & Above Employee

• • Sep 2015 - Jul 2016

• • Jul 2013 - Sep 2015

• • Jul 2011 - Jul 2013

  Following responsibilities are performed:* Account Opening,closing & maintenance* AML / KYC compliance* Remittance functions * Cheque Book issuance,and maintenance* Clearing * issuance of pay order, demand draft* Term Deposit Issuance & Premature En-cashment* Locker Issuance & Operations* Cash operations.* Customer Handling,resolving customer queries and issuing Statements of accounts* Generation of Daily Mandatory Reports At Day end.* Service Quality Management. Show less

• • Jul 2010 - Jul 2011

  One year Training including practical work at front desk and test after each month With over all Exposure to Operation's department, covering practical experience and Knowledge of Prudential & Regulations of state bank of Pakistan.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Phone Banking Officer

  • Apr 2009 - Jun 2009

  Receiving Calls Of Customers Regarding Account Information, Debit/Credit Card. Managing Standard TAT Time & Service Levels as Per Bench Mark. Respond promptly to customer Inquiries handle and resolve customer Complaints Obtain and evaluate all relevant information to handle inquiries and complaints Perform Customer Verifications. Process orders, Forms, Applications and Requests, Complains & sales Leads. Respond to email correspondence. Direct requests and UN-resolved issues to the designated resources & Departments. Manage customers' accounts. Record details of inquiries, comments and complaints Of Customers. Record details of Actions taken & Communicating Same With Customers. Communicate and Coordinate with Internal Departments (CRU,FMU,RMU & Sales Dept) to Facilitate Customers. Show less



HBL - Habib Bank Limited

• Pakistan
• Banking
• 700 & Above Employee

• Phone Banking Officer

  • 2009 - 2009

  Receiving Calls Of Customers, Priority Customers & Non-Customers Regarding Account Information, Debit/Credit Card,Personal Loans,House Loans & Car Loans. Managing Standard TAT Time & Service Levels as Per Bench Mark. Direct requests and UN-resolved issues to the designated resources & Departments. Record details of inquiries, comments and complaints Of Customers as per defined standards. Record details of Actions taken & Communicating Same With Customers. Cross Selling / Up-selling & Generating leads and passing them to concerned department. Providing feedback to the team leaders about product and process and contribute to the improvement. Communicate and Coordinate with Internal Departments (CRU,FMU,RMU & Sales Dept) to Facilitate Customers. Show less



Bank Alfalah Limited

• Pakistan
• Banking
• 700 & Above Employee

• Phone Banking Officer

  • Mar 2008 - Oct 2008