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خلاصہ
Experienced and energetic Head of Department with a history of over 13 years working experience in banking sector.
Skilled in Banking Operations, Customer Experience, Service Quality, Consumer Grievance Handling Mechanisms (CGHM), Conduct Assessment Framework (CAF), Fair Treatment of Customers (FTC), Products, ATMs and performed UATs, can demonstrably improve an organization’s performance through implementing the Service Standards.
A creative thinker, confident trainer, who is continuously improving communication skills by conducting training sessions for Customer Services, Compliant Management Unit and Service Quality and other teams/ departments where required.
Areas of expertise:
Team Leadership & Team Building
SLAs and Business Analysis
Employee Engagement & Employee Relations
Conflict Management
FTC & CAF Certified
Change Management & Re-engineering
Ethical, Misbehavior and Misconduct Complaints
Financial (FTs & IBFTs) and General Complaints resolution
Policy/ Procedure Development & Compliance
Quality/ Process Improvement Initiatives
تجربہ
Unit Head Complaints Management
To ensure Processes, Customer Services and Experience is in line with the Fair Treatment to Customers.* To ensure embedding Key Service Indicators in all customer impacting Processes.* Work with cross functional teams in special projects to ensure, business objective to meet timelines.* Conducting Mystery Shopping, Customer Satisfaction Surveys in line with FTC, CAF and CGHM guidelines.* CAF - Conduct Assessment Framework reporting under FTC - Fair Treatment of Customers & CGHM Guidelines.* Implementation and monitoring of SBP guidelines, internal compliance and Policies.* Interact with SBP (State Bank of Pakistan), Compliance and Finance for Internal & External Audits closures.* To ensure Service Quality & Complaints Internal & External Presentations, Reports and MISs submission.* Managing Branch, Branchless banking and LEA complaint and ensure compliance to SBP guidelines.* BISP, Easypaisa, POS Merchants & Retailers cash transactions and Fraud complaints investigation and management.* Coordination with stakeholders to ensure Complaints TAT both for Internal and external standards.* Conduct Trainings, Career progression, Performance reviews, Developing & Motivating the CSQA team.* Determines Call Center operational strategies by conducting, Need Assessments, User Requirements, Productivity, Call Quality, Customer Service Standards & ensure Maximum uptime for Call Center.* Review Call center statistics/KPIs to measure staff performance & needs for improvement.* To ensure consistent Customer Service levels are being maintained.* To ensure BCP (Business Continuity Plans) preparedness with site testing as per requirement.
Executive Manager Customer Service & Quality Assurance
* Implement SQ, Complaint SOP, Policies and procedures to improve the overall effectiveness of the functions.* To manage Branch & Branchless banking customer’s complaint and ensure compliance to SBP guidelines.* Handling easypaisa Online Payments/ Campaigns, Transactions complaints resolutions and feedback.* Branchless banking & Core banking financial and other operational related complaints resolutions.* To resolve and report complaints forwarded through SBP and LEA.* BISP, Easypaisa, POS Merchants & Retailers complaints resolutions.* Support in CAF - Conduct Assessment Framework reporting to meet FTC & CGHM Guidelines.* Treasury Finance support and feedback on daily RTGS.* Feasibility and Service Quality reportings & MISs to higher management.* Group & Leadership reportings of Counter Cash & ATM withdrawals, FTs, IBFT, Start & End of Day (SOD/EOD).* Monitoring/ reporting & key trends in Counter Cash/ ATM Withdrawals.* Conduct Trainings, Career progression, Performance reviews, Developing & Motivating the CSQA team.* Work with cross functional teams in special projects to ensure, business objective to meet timelines.* Conduct Customer Satisfaction Surveys, Mystery Shopping & Survey Calling Scripts (English & Urdu) preparation.* New and existing Product Marketing Campaign support, analysis and reporting to management.
Sr. Quality Analyst (Customer Services & Quality Assurance)
* Managing performance evaluation, training, and development
* Support new product launching and check it service effectiveness by placing effective Service Indicators
* Monitoring and measuring Customer Service levels
* Conduct mystery shopping exercise regarding branch service environment and customer feedback
* QA monitoring on calls and analyze voice quality, product knowledge and CSRs concentration on training scripts
* Analyzing and Preparing MIS report of Service Quality
* Standardization of processes
* Manage UATs testing on system updates on requirement and Vendor’s coordination
* Monitoring and Reporting of Debit Cards and VAS - Value Added Service of transactions
* Run Products Campaigns analysis of Branch Banking
* Preparation of State Bank, Leadership and Management reports, monthly and quarterly basis
* Monitoring and Reporting Debit Cards
Customer Services Representative
* Daily MIS to HOD at regular intervals
* Daily EMI customers’ data Collection and Distribution for CBC
* EMI Customers data verification
* Handling DPD Callings and MIS sharing with HOD on regular basis
* Perform Inbounds, Out-bounds and Tele Marketing of Bank products
* Branches Coordination for targets achievements and loans product customer data issues resolution
* Tele Sales of the Bank Products
