Karāchi, Sindh, Pakistan
My ambition is to pursue a career in open dynamic environment has driven me to apply in your organization. I have completed my Graduation from University of Karachi. I have a natural liking towards management, problem solving, communication and a strong commitment towards my work and dedication to fulfilling my responsibilities. This has been proved at various levels throughout my professional career. I have overall approx. 19 years of work experience which includes 2 years of technical experience, 1.6 years of Asset Management Company (AMC) and 15 years of Banking experience. I initially stared my career at Genesis Solution in 2002 as hardware Technician, after a span of two years I changed my field and joined the banking industry. My first job as a banker was in 2004 at Union Bank Call Center as a Phone Banking Officer, where my basic responsibility was to resolve the issues of our valuable customers regarding branch banking and credit cards, after serving Union bank for almost two years. I then joined MCB call center in 2006 as a call center executive where my basic responsibilities was resolving the complains queries, issues of our valued customers, it was a vast experience to be one of the pioneer of MCB call center, later I was promoted and transferred to the Internal control dept. where my capacity to work in different fields and roles have flourished. Then in 2014, I joined JS Bank as an Assistant Manager Operation (Call center) I was then promoted as Manager Phone Banking Controls Operation where my responsibility was to manage all Call Center operations including administration and HR related responsibility. In 2020 I then joined HBL Asset Management Company as an Assistant Manager Customer Care product department, where my responsibility was processing Investment form after reviewing all document and obtain subsequent approval from compliance and forward to operation for further execution. This was my work experience. I further see myself as a creative, ambitious individual. My abilities to learn quickly lead, plan, organize and coordination have been demonstrated and further polished during my tenure in various organizations. I believe I can be highly productive in all kinds of environments. I also have great interest to work in HR and Admin, as in my past experience I had to deal in HR and Admin matters frequently similarly being in my department, in terms of hiring, shortlisting candidates, maintaining leave records etc. I look forward to your consideration and speaking with you about the employment opportunity.
Position: Assistant Manager – Compliance (01 Jan 2025 - To Date) Responsibilities * Review and approve Account Openings of individuals and Corporates *Perform screenings of SROs and AML Notifications received from SECP/FIA/UNSC etc and submit response within defined TAT *Review of deceased cases *Review and assist in reporting suspicious transactions to FMU *Review and perform screenings of refund cases *Assist in reporting to SECP and MUFAP (Sale Team & Distributor) on monthly or quarterly basis *Assist in response and closure of internal / external audit findings *CRS annually reporting Position: Assistant Manager – Channel Management (17 April 2020 - 31 Dec 2024) Responsibilities: *Provide Pre & Post Sales Services/Operational Services to Branch/Distribution Network of Distributors (including HBL Bank). *Initial Screening for discrepancies in Investment Forms & Supporting Documents received for KYC/AML requirements & ensure completion of the document set. *Prepare all documents review & subsequent approval from Compliance Unit. * Highlighting & request for further KYC/AML documents from the distributor for fulfillment of complete documentation for booking the Investment. *Responsible for review & approval of all transaction from Compliance &/or Operations. *Provide approvals to distributors for transaction execution. *Maintain & resolve any deferrals provided for transactions from business originating channel(s) within agreed TAT. *Manage service team members & ensure required level of service delivery to distributor network.
Position: Manager – Phone Banking (Controls) (MG – 5) (1st May’ 16 – To 31 Jan 2020) Responsibilities: *Managing a team that process e-forms of 3 Units (Phone Banking Inbound, Telesales and Banca CBC) *Co-ordination with Product team for preparing process flows & SLA. *Providing the feedback to complains received from PRU, to close the complains *Maintaining the DOI (departmental operating instrument). *To lead Operations Team of Phone Banking and ensure smooth process of financial and non-financial transaction/request of both Phone banking & Telesales Unit. *Provide all Control and Operational Support to the phone banking Unit *Co-ordinate with Admin/Vendor/IT for day-to-day issues/enhancements. *Control of Cost expense of Phone Banking Unit. *To ensure Process Development, Service Quality, Compliance & Cost. *Ensure Evaluations and performance matrix are performed on a timely basis *Implement well-defined process flows between Phone Banking & all its Business stakeholders for resolution of customer cases. *Providing Administration support *Preparing memorandums *Proven ability to drive results, continuous improvement, and significant growth To minimize operational risks and ensure all Group standards are met. *Managing the Phone banking Unit as Acting Manager Phone Banking in absence of the head Phone Banking *Successfully implemented a separate toll free number for the Private Banking service at the Phone Banking. *Engaged with the vendor and IT to record prompts for the IVR.
Position: Team Leader Phone Banking Operations. Responsibility: *Co-ordination with Product team for preparing process flows & SLA. * Maintaining the record of all e-form processed and rejected and presenting the report to Unit head on weekly basis *Co-ordination with Authorization/Operation/Dispatch / FRMU / CMU. *Training & Evaluating agent’s calls and providing updates to Training Manager / Team leaders. *Providing the feedback to complains received from SQ, to close the complains *Maintaining the DOI (departmental operating instrument). *Preparing the KCSA( Key Control Self Assessment Call Center )
Position: Online Banker Responsibility: *Handling an average of 100 customers Calls per day. *Providing complete banking solution. *Providing information, processing request and resolving complaints by coordinating with relevant dept. *Processing all activations / blockings online.
Position:Senior Technician Responsibility: *Assemble Bill Payment and ATM Machines * Fabrication and designing of kios * Modifications of touch screens * Mechanical / Electrical fitting