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Summary
divpAs a seasoned professional with over 13 years in the banking sector, I have cultivated a strong background in leadership roles at HBL and MCB Bank. My experience spans across managing teams to achieve operational excellence and surpassing customer service targets. I take pride in my ability to drive business growth through effective team leadership and strategic cross-selling initiatives. My expertise in branch administration, operations, security, and logistics has consistently ensured adherence to regulatory standards and contributed to the overall success of the organizations I have been a part of./p
pThroughout my career, I have excelled in overseeing AML/CFT policies, GL reconciliation, and audit readiness. My proficiency in branch administration includes implementing robust security protocols, managing vendor relationships, and ensuring HSSE compliance. I have demonstrated my capability in handling branch budgets and expense controls by closely collaborating with external vendors to drive operational efficiency. My commitment to training and developing teams has optimized both operational efficiency and service excellence, which has been pivotal in achieving business objectives./p
pOne of my proudest achievements is my rapid career advancement at HBL, where I progressed from a Cash Officer to a Branch Operations Manager in a short period. I have managed operations in multiple branches, including an HBL Islamic branch, and executed customer-centric strategies that enhanced service delivery and client satisfaction. My contributions have been recognized through outstanding performance ratings, successful audit outcomes, and the ability to surpass business targets, thereby increasing revenue and market share for the organization./p
pI am particularly skilled at managing key client relationships with major companies, such as Honda Atlas, Tetra Pak, MCC Resources, and PEL, ensuring high satisfaction and retention rates. I have also successfully planned and managed various significant projects, including Punjab Govt.'s wheat payment via MCB and logistics movements for UCH power plant. My strategic planning, communication skills, and ability to resolve complex problems have been instrumental in achieving bottom-line results and driving organizational success./p/div
Experience
Banking Services Manager (AVP)
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liAchieved target goals through effective cross-selling and market expansion strategies, onboarded branchless retailers, revitalized dormant accounts, and provided product training across various credit files and loan types./li
liHeld full accountability for creating and maintaining accurate CTR/STR and PEP customers’ records./li
liDelivered excellent customer service and ensured compliance by managing account openings, implementing AML/CFT policies, handling STR/CTR records, conducting sanction screening, performing audits, and reconciling GLs./li
liStreamlined and supervised branch operations, such as cash, FCY DDs, Outward Clearing, Funds Transfers’, budget, security, and staff training to ensure smooth overall administration and resolution of all branch issues./li
liConducted training sessions for branch staff on effective implementation of anti-money laundering protocols to ensure adherence to regulatory requirements and enhance fraud prevention measures./li
liDocumented and resolved customer complaints received via phone and in writing while ensuring prompt resolution through a complaint management help desk portal./li
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Manager Operations
Positioned to plan and manage various projects including Punjab Govt.'s wheat payment via MCB and movements for UCH power plant from vessel to destination.
Ensured compliance with AML/CFT policies in accordance with bank and SBP regulations/policies by reviewing each customer against the updated sanction list and promptly reporting any findings
Achieved timely submission of diverse assignments through effective coordination with the branch staff.
Ensured the repair and maintenance of buildings and office equipment, such as burglar alarms, CCTV, Smoke detectors, and motion sensors in liaison with the Security Company.
Facilitated branchless customers in overseeing cash deposit, withdrawal, account opening/closure, account suspended issues, limit enhancements, deceased account, EDD, or other issues.
Responded to customer inquiries regarding products, procedures, and profit/markup rates, ensuring prompt resolution or appropriate referral.
Achieved targeted outcomes and exceeded performance expectations while handling branch portfolio operations.
Managed the retrieval and processing of customer accounts maintenance documents to ensure accurate signature verification and seamless transfer to CPU for dormancy removal and deceased marking at the branch level.
Successfully oversaw cash replenishment for on-site and off-site ATM machines and managed security stationery reporting to the Head Office.
Branch Operations Manager
Successfully progressed from a Cash Officer to Branch Operations Manager within a short span while demonstrating rapid career advancement at HBL.
Managed operations in multiple branches, including an HBL Islamic branch, and executed customer-centric strategies that contributed to enhanced service delivery and client satisfaction.
Actively liaised with the finance team to supervise branch GLs (expenditure, payments) and deliver EOD, AOF, and to CPU with a checklist.
Collaborated with operations, IT, compliance, and branch sales and service teams to conduct regular reviews of systems and controls, identify bottlenecks and weaknesses, and recommend improvements.
Ensured adherence to Bank and SBP security policies while coordinating with local police for timely response to security issues, alarms, and protocols.
Played an integral role in overseeing comprehensive branch operations, including security, petty cash oversight, interaction with internal and external stakeholders, HSSE compliance, vendor relations for repairs, CCTV surveillance, and strategic reporting to senior management.
Assistant Manager
Built synergies with different government agencies, various shipping companies, and different offices in other cities to manage the early movement of shipments and resolve delivery order issues as per the requirement.
Handled the secure transportation of LCL cargo for various clients, such as HONDA ATLAS, Fatima GROUP, OGDCL, MCC Resources, and PEL from ports to dry ports and factories in accordance with FBR regulations.
Represented various government officials and departments in analyzing and addressing customer service-related show causes and other issues.
Planned, supervised, and completed various projects for companies from vessel to site according to strict deadlines while complying with budget and time constraints.
Maintained outstanding customer service through effective correspondence with internal and external departments across various functions and operations.
Registered fleets with Pakistan Customs, organized various transporters and achieved timely renewal and unblocking of company licenses through higher authorities.
