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<pre>Array ( [var] => cut_url ) </pre> Resume for Munawar J. for Banker / Bank Teller / Banking in Karachi, Pakistan. Search More Resumes for Banker / Bank Teller on Resumark.com #63YVK5F71
 

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Resume for Munawar J. for Banker / Bank Teller / Banking in Karachi, Pakistan




Occupation: Banker / Bank Teller Industry: Banking
Country: Pakistan City: Karachi
State: Sindh ZIP: 75600



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Munawar J. Personal Data DOB nd January Male Pakistan national Address Apartment Hawaiian Homes Tower A, Block Clifton, Karachi, Pakistan. Contact + Res + Cell Objective * * To work for a reputed financial institution which fosters a competitive environment and where personal growth and career enhancement is encouraged. Experience Key Achievements Launch team member for following products. * American Express Charge & Credit cards. * Visa Credit Cards * Business Accounts * Business Power * Ready Cash * Union Bank Shopping Card Visa Debit Card * Ready Loan Headed CS Team for UAT of the following Consumer Products & Systems. * CCC Systems and reporting tools * Eforms * Card Pro Card systems * CTL Systems recently acquired card system * Visa Debit card Systems * Ready Cash process October to date Head of Alternate Delivery Channels Senior Vice President KASB Bank Ltd. Karachi, Pakistan Due to global financial crisis in which affected financial institutions/banks in Pakistan KASB Bank also went through a major restructuring and management change which resulted in my position being downgraded to Head of ADC. March, to September Head of Service Quality and Remote Banking Group Executive Vice President KASB Bank Ltd. Karachi, Pakistan. Currently responsible to enrich service culture of the bank, by focusing on customer satisfaction and service delivery processes, upgrade existing Call Center and ATM network. Creates an annual roadmap for the bank in the shape of a Service Plan Create awareness of Service Quality and Customer Satisfaction among all employees Develop implements and manage service management process for all segments of the bank. Monitors all quality plans and initiatives. Acts as a facilitator and manage the development of process owners Ensure that key processes are documented, measured at regular intervals and executed according to roadmap Develop implements and manages "Voice of the customer" systems. Customer satisfaction survey program Standardize and align key indicators and goals to maximizing customer satisfaction and improve customer experience. Develop systems to regularly communicate customer feedback to the relevant function. Conduct periodic training for line managers to interpret and utilize customer feedback to improve business unit/employee performance, and on process improvement. Facilitate and manage continuous process improvement efforts. Standardize service quality processes across business units and regions. Carrie out manpower planning and identify training needs for staff within the department. Attends management committee meetings to provide and receive updates that facilitate process improvement and alignment to business objectives. Recommend acquisition of cutting edge technology to facilitate better customer delivery. * * * * * * Alternate Delivery Channels * Formulate business plan and manage the operations of Remote banking channels like call centre, ATM&;s, Internet Banking, Mobile Banking, etc Ensure efficiency and effectiveness of processes & services offered. Ensure that operations performed are in line with laid out service quality parameters. Plan, monitor and build capacity for delivering service at optimum levels. Monitor and analyze customer behavior and transaction trends with a view to customize services and offer hassle free transaction experience. Monitor competitive and industry trends with a view to providing best services to the Bank&;s customers. Recruit, train, and develop staff to ensure continuity of business and manage their career growth * July, to March Head of Phone Banking Senior Vice President * Habib Bank Ltd. Karachi, Pakistan * * Responsible to setup Customer Contact Center for the Bank and subsequently manage the same. * * Prime responsibility includes Vendor selection Complete implementation of Call Center project Hiring and training of Call Centre team Development of Call Center process flows and incorporate controls Inbound & Outbound calls Develop and implement policies & procedures for CCC Develop SLAs to ensure agreed Turn Around Times TAT are met Develop & implement performance criteria for CCC Internal Service Measures Develop Online Banker Performance Matrix Initiated Problem resolution unit Call Center support Unit Responsible for annual budgeting of CCC * Call volume forecasting based on Marketing initiatives * Resource requirement forecasting * Expense Hire and train of following individuals * Call Centre Team Managers * Call Centre Operations Manager * Complaint Resolution Unit Manager * MIS Manager * CCC IT Manager * Call Center Team Leaders * Complaint Resolution Unit Team Leader * Online Bankers Inbound Call Center Agents * Hiring and Training Coordinators * Administration support staff * IT support staff * Complaint Resolution Analyst July, June, Head of Centralized Customer Contact Center Call Center * Union Bank Ltd. Karachi, Pakistan * Established and managing Centralized Customer Contact Center Call Center in Karachi. Developed CCC process flows and incorporate controls Inbound & Outbound calls Developed and implement policies & procedures for CCC Developed SLAs to ensure agreed Turn Around Times TAT are met Developed & implement performance criteria for CCC Internal Service Measures Developed Online Banker Performance Matrix Initiated Problem resolution unit Call Center support Unit Responsible for annual budgeting of CCC * Call volume forecasting based on Marketing initiatives * Resource requirement forecasting * Expense Hired, trained and currently managing a team of following individuals * Online Bankers Inbound Call Center Agents * Online Bankers Outbound Call Center Agents * Team Leader * Assistant Customer Contact Center Manager * Customer Contact Center Operations Manager * Training coordinator * MIS coordinator * CCC IT support staff * CCC Admin support staff * * Responsibilities include the following: Managing Centralized Customer Contact Center * Manage daily and monthly MIS of the unit. * Manage units expenses as per budget * Manage training of new Online Bankers * Manage resource requirement as per call volume Scheduling * Manage constant hiring as per availability of head count. * Manage CCC IT to ensure smooth operations of CCC * Manage out bound call unit to meet Card Business expectation * Manage CCC Control and Admin unit to ensure adequate control are in place as per laid down procedures. * Ensure agreed internal & external service measures are met as per SLA. * Ensure timely and smooth processing of transactions and requests. * Assist FMU and CSC to investigate customer complaints. * Assist Business units/Marketing to develop/initiate new products and services June, June, Manager Customer Services, Pakistan American Express Bank Travel Related Services Centralized Card Operations Karachi * Responsibilities include the following: * Manage Establishment Service unit * Incoming CM disputes and charge back from Local & Overseas Centers * Merchant correspondence * Merchant agreement processing * Merchant account maintenance including debit balance * Handling of all incoming charge backs from Overseas Card Member centers * Ensuring all Internal & External Service Measures are met in accordance with Amex global standards * Manage Customer Services unit * Manage incoming call volumes as per Service standards * Ensure all call center global indicators are met * Develop detailed MIS to track incoming volumes/Complaints and their trends * Manage Customer correspondence for local and foreign card members * Manage Card member billing disputes and charge back * Reconciliation of charge back ledger * Process improvement * Development and implementation of Self Audit process in Operations department * Implemented quality concept in Operations Department * Managing customer services officers December, June Manager Centralized Correspondence Unit Citibank N.A, Global Consumer Banking Responsibilities include the following * To initiate Centralized Consumer Correspondence unit in Pakistan. * Develop and implement Complaint Tracking System CTS across Pakistan. * Develop process flows for Centralized Correspondence Unit. * Develop MIS for monitoring of the unit&;s performance. * Recommend a process flow for centralization of Correspondence of Global Consumer Banking as member of performance challenge team. * Recommended resource requirement on quarterly basis. * Regularly review existing process flow to enhance productivity of the unit. * Support National Service Manager to achieve Customer Services goals * Managing Customer Service Officers * Key Achievements * Consistent top performer * Card Operations was awarded rating by Amex Corporate Audit. * Self Audit process was initiated by me and implemented in Countries in Asia Pacific * Ensured smooth transfer of Business to Union Bank Ltd. * Key Achievements Initiated Centralized Correspondences unit in Pakistan for Consumer Business May December Manager CitiPhone Banking Karachi Center Citibank N.A, Global Consumer Banking. Responsibilities include the following: * Monitor customer satisfaction * Monitor achievements of service indicators. * Monitor CitiPhone Banker&;s courtesy and accuracy. * To recruit and train new CitiPhone Bankers. * Manage and guide team leaders. * Overall performance evaluation of CitiPhone Bankers on semi annually. * Monitor Team leaders performance. * Review of policies and procedures to ensure compliance. * To review and improve existing procedure to enhance productivity. * To have regular meetings with team leader and CitiPhone Bankers. * To handle daytoday issues of the unit. * Support Head CitiPhone Banking Pakistan. * Evaluation and assigning of project to CitiPhone Bankers. * Support all Media Campaign of Citibank. * Monitor admin desk of CitiPhone. * Provide MIS to various departments of the Bank as and when required. * Manage Team leaders, CitiPhone Bankers and Admin officer. * September, May, Supervisor CitiPhone Banking Karachi Center Citibank N.A, Global Consumer Banking. * Responsibilities include the following: * Monitor CPBs performance * Call evaluation * Monitor Service Level * Manpower scheduling * Recruiting and training new CPBs * Monitor Team Leaders / CPBs performance * Evaluation of team leaders and CPBs performance on quarterly / annually basis * Support all Marketing programs and activities * Leaves scheduling of CPBs * Assigning project to CPBs * Coordination with various departments * Provide assistance to CitiPhone Manager Karachi * Supervision of Team leaders and CPBs Key Achievements * Service Excellence Award, Presented for dedication to external & internal customers of the Bank Citicorp Award January, September, Shift Supervisor CitiPhone Banking Karachi Center Citibank N.A, Global Consumer Banking. * Responsibilities include the following: * Monitor shift CPBs performance * Call evaluation * Monitor shift service Levels * Manpower Scheduling * Training of new CPBs * Monitor shift CPBs performance * Evaluation of shift CPBs performance annually * Support all Marketing program and activities * Leave scheduling of CPBs * Assigning projects to CPBs * Provide assistance to CitiPhone Manager Karachi * Supervision of CPBs * July, January, CitiPhone Banker Karachi Center Citibank N.A, Global Consumer Banking. * Responsibilities include the following: * Answer calls within seconds * Service Citibank customers through phone * % call courtesy * % accuracy * % reporting of customer complaints * % compliance with bank policies * Exercise of assigned empowerment for fast / quality customer service * % track of product calls August, July, Sales Executive Forex Links Karachi March, August, Assistant Sales Manager Time Travels Pvt Ltd. Education * M.B.A Marketing International University of Missouri, Karachi Campus * B.B.A International University of Missouri, Karachi Campus * Intermediate H.S.C Aisha Bawany College, Karachi * Matriculation S.S.C St. Patrick&;s High School, Karachi * Interests * * Classic motorbikes and cars * *

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