Karāchi, Sindh, Pakistan
I am a professional with a diverse background, combining 8.5 years of experience in the Banking Industry with 12 years in Retail. My educational foundation includes a Bachelor's degree in Computer Science, and I have furthered my expertise with a 1-year Certificate in Artificial Intelligence. Currently, I hold the position of Manager - Digital Banking, where I leverage my extensive knowledge to drive innovation and efficiency in the financial sector. My career showcases a unique blend of technical skills, industry-specific expertise, and leadership capabilities, making me a valuable asset in the rapidly evolving landscape of digital banking.
Managed 24/7 L2 support for Raast Instant Payments, ensuring 99.9% up-time, SLA compliance, and rapid incident resolution. Provided ESB-level integration and operational support for multiple banking services, including service orchestration, message routing, monitoring, troubleshooting, and performance optimization. Supported the SBP-led SWAPs initiative, ensuring regulatory compliance, secure connectivity, and operational readiness across integrated systems. Led Raast P2M (CSP & MSP), bulk payments, and OTC operations, including settlement, reconciliation, and regulatory compliance. Delivered ESB-based, Open Banking, PayFast, and Paysys integrations, covering API certification, go-live, and post-production support. Project-managed home remittance EPRC solutions in alignment with the SBP Raast framework, ensuring regulatory compliance and operational stability. Administered ESB platform operations, including service monitoring, environment housekeeping, certificate life-cycle management, and regulator-required security artifacts. Spearheaded the integration and management of QR payment systems, enabling the convenience of quick and secure payments through QR codes. Proficiently configured the Interbank Fund Transfer (IBFT) rail, facilitating seamless and secure fund transfers between different financial institutions, and fostering financial connectivity and convenience. Implemented and managed a centralized Know Your Customer (KYC) system, ensuring robust customer identification and verification processes, thus complying with regulatory requirements and mitigating risk. Innovatively incorporated QR codes on cheque-books, streamlining the verification process and providing an added layer of security for cheque-related transactions. Skills: System Solutions · User Acceptance Testing · ISO20022 · ISO8583 · Middleware - Systems & Avanza.
Successfully managed store operational requirements by strategically scheduling and assigning tasks to employees, ensuring seamless daily operations. Continuously invested in employee growth and development. Coached, counseled, and disciplined team members as necessary, fostering a motivated and skilled workforce. Achieved financial objectives by meticulously preparing an annual budget, skillfully scheduling expenditures, and analyzing variances. Identified current and future customer requirements by building a strong rapport with potential and existing customers, as well as other key stakeholders who understand service requirements. Ensured the availability of merchandise and services by approving contracts and maintaining meticulous inventories. Formulated pricing policies based on a comprehensive review of merchandising activities, additional sales promotion needs, and authorization for clearance sales, while staying attuned to market trends. Leveraged a deep understanding of marketing principles to effectively market merchandise. Studied advertising, sales promotion, and display plans, while conducting analyses of operating and financial statements to assess profitability ratios. Implemented robust security systems and measures to safeguard merchandise, employees, and customers. Upheld the store's stability and reputation by ensuring strict compliance with all legal requirements, regulations, and standards applicable to the retail industry. Demonstrated agility in determining marketing strategy changes by meticulously reviewing operating and financial statements, along with departmental sales records. Adapted strategies to align with evolving market dynamics. Maintained store operations by diligently initiating, coordinating, and enforcing program, operational, and personnel policies and procedures. Actively contributed to the overall team effort by accomplishing related results and fostering a collaborative and positive work environment.
Completes sales functions in compliance with established policies and procedures and in a professional and courteous manner. Organize and manage the commercial merchandising by appropriate store layout with the best sellers, space management & window display. Coordinating with the Store Manager for planning, and implementing major events like Sales, promotions, Seasonal launches, department-wise performance, etc. Monitoring the cash-related activities, total price, shipping, and handling charges accurately. Balances the cash register at the end of each shift or as scheduled. Process credit cards, checks, merchandise credits, vouchers, gift certificates/cards, cash payments, and discounts properly. Reconciliation of the day-to-day cash and credit transactions of the store. Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc. Works to prevent damage and theft of merchandise, and preserves materials in saleable condition. Maintain a high level of customer service by ensuring that merchandising/recovery is completed and the customer service area is processing customers in a timely manner. Effective control of incoming and outgoing stocks in line with G.T.Ns, replenishing stocks according to their demands. G.F.I allocation. Monitoring the faulty stocks and right-offs. Planning and organizing for stock take. Maximize the sales and operation of the floor by consistently giving the highest standards of customer service to achieve high growth and target, and also to retain customers.
Demonstrated strong leadership as a Team Leader, responsible for meticulously creating monthly Shift Rosters, calculating Shift Allowances, and generating comprehensive Agent Activity Reports, facilitating efficient team management and performance tracking. Assumed a critical role in addressing branch banking issues, encompassing ATM production, overseeing CRM procedures, and managing e-form processes. Executed daily batch processes essential for ATM production and e-form processing, ensuring seamless operations and timely customer service. Proactively initiated and supervised the creation of Customer Relationship Management (CRM) IDs, streamlining customer data management and enhancing efficiency. Distinguished in live monitoring and promptly reporting errors related to ATM machines, including cash replenishment, printers, dispensers, and magnetic card reader fatal errors, across a network of over 200 branches within the PAN Pakistan ATM network. Vigilantly adhered to Service Level Agreement (SLA) contracts, ensuring the bank's commitment to quality service delivery. Played a pivotal role in the restoration of branch links through WAN and IT department collaboration, ensuring uninterrupted banking services. Conducted real-time transaction checks via NIMBUS for various purposes, enhancing the bank's operational integrity. Actively participated in identifying opportunities for improvement in CRM processes, forwarding proposals for changes and enhancements, and contributing to continuous process optimization. Diligently conducted daily call evaluations, maintaining a comprehensive AMIM (Al Meezan Investment Management) and MBL (Meezan Bank Limited) Management Information System for consolidated leads and complaints. Generated weekly reports to gauge and analyze service levels and overall team performance, offering insights for strategic improvements.
Successfully managed customer queries round the clock, addressing concerns related to Visa Debit cards, balance inquiries, statement requests, internet banking, cheque stops, and payment order requests, ensuring prompt and accurate resolution. Provided 24/7 customer support, offering detailed information on a range of banking products, including House Financing, Car Ijarah, Deposit Schemes, Musharka, and Modarba Certificates. Efficiently processed financial and non-financial transactions, including Visa Card activation, Hot Marking, T-PIN issues, and fund transfers, contributing to streamlined banking operations and excellent customer service. Acknowledged and coordinated customer complaints, collaborating closely with IT, CCU (Customer Care Unit), and branches, along with operational staff, to resolve day-to-day issues promptly and effectively. Generated leads for Easy Home, Car Ijarah, Deposit Products, SME (Small and Medium-sized Enterprises), and AL-MEEZAN Mutual Funds, enhancing business opportunities and revenue streams. Coordinated with IT to provide 24/7 customer support, addressing queries related to Meezan Bank Info-Services, Internet Banking Registration e-forms, and responding to customer support queries via email. Conducted periodic training sessions for Al-Meezan Investment Management, providing valuable insights into upcoming mutual funds and enhancing customer engagement. Effectively handled Hajj-Umrah Product queries and leads, contributing to customer satisfaction and promoting the bank's diverse product offerings.
Proficiently managed extensive customer correspondence, employing a meticulous approach to acknowledge, follow up on, and resolve customer complaints. Demonstrated strong analytical skills by systematically reviewing and analyzing various customer complaints, contributing to the development and maintenance of a comprehensive Complaints Management Information System (MIS). Acted as a central point of contact, efficiently coordinating efforts among different internal departments, Regional Heads, and bank branches. Specialized in handling President Secretariat Cases pertaining to a diverse range of bank products. This responsibility required the highest level of discretion, professionalism, and attention to detail in addressing sensitive and high-profile customer cases. Led efforts in the reversal of Credit Card transactions, skillfully evaluating Late Payment Charges through the utilization of Customer Relationship Management (CRM) systems. Proficiently utilized VECTUS, a sophisticated complaints evaluation and analysis tool, to enhance the efficiency and accuracy of addressing customer complaints. Additionally, collaborated with the High Dispute Authority (HDA) to manage and resolve ATM Card-related complaints, further streamlining customer issue resolution processes. Leveraged the Phoenix system for the comprehensive management of Auto Loan and Personal Loan cases.