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Summary
An enthusiastic and dedicated individual is looking forward for an exigent opportunity to work for an organization that offers intellectual challenges and continuous learning opportunities enabling me to become a better knowledge worker so that I could contribute positively to the organization while moving up the corporate ladder.
Experience
Assistant Manager Request Processing
Working in UBL Request Processing Team (Back Office)
Assistant Manager Admin
Ensures operation of equipment by completing preventive maintenance requirements; calling for
repairs; maintaining equipment inventories; evaluating new equipment and techniques. Completes operational requirements by scheduling and assigning administrative projects;
expediting work results. Contributes to team effort by accomplishing related results as needed.
Maintains supplies inventory by checking stock to determine inventory level; anticipating needed
supplies; placing and expediting orders for supplies; verifying receipt of supplies. Coordinates and maintains records for staff office space, phones, company credit cards and
office keys. Responsible for keeping inventory of all office supplies and placing orders for replenishment is
needed
Assist in training staff members and new hires.
Assistant Manager 🅾
Managing the team of 2 Team Leaders with 10 officers including complaint management staff. Ensure smooth running of daily operations as per forecast and maintaining the required capacity. Ensure daily SL targets are met and also to ensure high staff morale, retention & satisfaction. Managing an escalation team as well under the umbrella of SQ unit which is responsible to take
escalated calls of customers’ and resolving their issues on an urgent basis. Regularly initiate the changes / improvements required in software/systems. Preparing and rolling out the departmental roster and monthly performance reports.
Team Manager
Managing a team of 3 Team Leaders with 60 Officers in their teams and overall indirect
reporting of 8 Team Leaders and over 160 Officers. Ensure daily SL targets are met and also to ensure high staff morale, retention & satisfaction. Ensure smooth running of daily operations as per forecast and maintaining the required capacity. Managing I-Care Unit and coordinating with different departments of the bank to ensure irate
customer cases are handled with utmost care and also urgently processed. Managing an escalation team as well under the umbrella of I-Care unit which is responsible to
take escalated calls of customers’ and resolving their issues on an urgent basis. Addressing the concerns related to Team Leaders and PBOs through effective & regular
meetings. Setup goals and objectives for each team member, also, associated in revamping KPIs. Initiated the complete SOP Manual of whole Contact Center. Regularly initiate the changes / improvements required in software/systems.
