Bank LtdMay Feb
Management Head Office
Working on simplifying
and enhancing service procedures throughout the Bank.
ISM’s Internal Service Measures on a nationwide basis based on assigned
Service Representatives on new products and conducting refresher sessions
as and when required.
and customer queries by resolving them with the concerned Product Managers.
on Admin/IT issues at branches for smooth customer service.
shopping visits to branches monthly as part of a surprise audit check.
Reporting to the
Service Quality Manager for doing various other SQ Service Quality
projects as and when required.
‘Service Culture’ by rolling out quality material on a weekly
for Service Representatives as and when required.
Service Mangers of different regions for query resolutions and trainings.
relations with the all the other supporting units of the Bank.
Responsible for ensuring that
customers receive a “Wow Experience” at every interaction in the
branch. Also ensure smooth coordination with the CRO’s.
of the entire South Region branches right from their hiring to
getting them trained and placed at their allocated branches.
customers to fulfill their banking requirements within the branch and
solve any problem/complaints that they have.
Providing high quality
service to customers and is a service champion for internal and external
Monitoring the service
standards in the branches and looking for creative ways to improve service
professionalism and punctuality.
standards of hygiene, cleanliness and comfort with daily checklist through
coordination of staff and relevant authorities.
Reviewing Bi monthly
service meetings of my respective branches.
in the quizzes and other competitions.
Follow up on minutes
of Monthly Service Meetings with CRO’s.
Meeting the target
for sending comment cards on monthly basis.
Training of all
branch staff and conducting refresher sessions as and when required.
Keeping up to date
with products, process manuals and procedures to provide effective and
maintaining a congenial work environment for staff on the branch floor.
To assist and serve
all walk in customers and direct all customers and prospects to relevant
sections of the Branch
Assisting all CROs
in resolving their issues & in their problem resolution
service monitoring by keeping uptodate data tracking and system inputs
Maintaining a monthly
MIS for their respective regions based on their ISM’s.
Personal Services OfficerDha
of all front office activities associated with the opening of customer
accounts at the branch to enhance customer satisfaction and process
Maximize sale of
banks product services to meet targets assigned with regards to Deposits’
Risk Assets’ Consumer Finance.
Effective and timely
handling of shares subscriptions.
Receipt and processing
of ATM and chequebook requests.
desirous of opening new lockers by providing them complete information
of the bank’s branch facilities.
audit rating with low incidents of audit objections.
to FBL’s SOP’s as per laid policies and procedures.
with SBP and other regulatory requirements.
Assist in preparation
of various reports in collaboration with other functions of the branch.
Daily accounts and
closed report for Area Office wherein applicable.
Problem Solving And
level of personalized service to customers through proper handling,
timely assistance, promptly attending to their queries and complaints,
catering to their personal banking needs and building a strong and cordial
relationship to avoid dissatisfaction.
with all other functions of the branch to facilitate smooth customer
To generate business
through local sales promotion in branch, walk in customers and or marketing
calls on existing as well as potential individual customers to increase
sales thereby increasing the branch business.
Coordinate the sales
effort of sales team where needed and to forge strong rapport with the
customers to ensure strengthening of relationship on an ongoing basis.
Standard Chartered Bank
OfficerClifton Branch, Khi
Managing and processing
for new products being launched to walkin customers.
adc’salternative distribution channels,ibanking,sms banking etc
different departments for query resolution.
Maintaining a high
level of customer satisfaction.
Cards Acquiring BusinessRelationship
Card Operations and Items Processing for reversals/refunds processing
and maintaining MIS of deductions/retrieval letters on a daily basis.
Filing and maintenance
of proper records for future reference.
of deduction letters to merchants.
Solving out the
different problems of merchants related to chargebacks and managing
functions and source documents collection and filing on a quarterly
effective execution of quarterly culling exercise, starting from the
sorting of area wise merchants to successfully sending the closure MIS
Managing the Electronic
Data Capture EDC conversions for Karachi and Hyderabad end to end.
Maintaining and updating the MIS, forwarding requests to FRMU and receiving
timely decisions within the required TAT.
payment files of different merchants for processing to data centre and
timely forwarding back of the acknowledged processed files. Examples
are Dreamworld, Worldcall, Ace Insurance etc.
of legal and EDC agreements.
acquiring complaints log sheet and Internet leads MIS.
TCS: Marking daily
sales MIS, retrieval letters, reversal letters processing, refund letters
for TCS emerchant.
daily sales MIS, retrieval letters, reversal letters processing, refund
letters for Airblue emerchant.
servicing credit cards of merchant relationships, processing, and problems
country level short assignments and projects.
Worked as a Loyalty Officer
at Citibank N.A ShahraheFaisal personal loans .
Prepared daily MIS’s and
monitored sales miscommitments.
St. Peters High School
Worked as a teacher at St.
Peters High School, Clifton. Taught English Grammar to Grade ,Cambridge
Happy Home School
Worked as a teacher at Happy
Home School, Shaheed I Millat. Taught English Grammar to Grade ,Cambridge