Service Quality Officer (Oct,2022-Apr,2024)

Conduct Branch Visit Covered Region on Quarterly
Published Repotrts on defined TATs
Monthly Regional Meetings with Regional Team (Regional Chief Bussiness/Operations along with HOK)
Published Minutes of the Meeting
Train the Trainer Session with Branches
Close Coordination with All Stakeholder and keep onboard in every new initiatives.
Monitored issue tracker on daily basis.
Take ownership on all new initiatives of HOK
Top Results Achieved in Mystery Shopping program (Pan Pakistan)
Aware Staff on Global Remmitances/issue escalation
Regional Qualty Manager (May,2024-Present)
Implementation of CX Strategies to drive Customer Loyalty & Satisfaction
Collaborate with Cross Functional Teams
Develop and implement training sessions with staff to enhance Customer service skills
Customer Centric approach across organization
Implement best practices in Frontline Ex
Collaborate with External partners & stakeholder stay upto date with trends & banchmark

General Banking Officer ( 2014-2015)

Account Opening
Inward & Outward Clearing
Stop payment
Cheque Book & Debit Card Delivered to Customer with proper record maintained
Reconcile Branch Account with Central Bank
Auto finance Loans Preparing & Disbursement
Branch Operation Manager (2016-2018)
Branch Administration
Authorization of Entries
Area Office Correspondance
Conduct Branch Audit
Monitoring Branch overall issues & resolved with defined TATs
Zonal Service Quality Officer CSD (2018-2022)
Conduct Branch Visits Frequancy Quarterly
Monitored & Implement Service standards as per SBP
Implementation of FTC policy standards as per SBP
Conduct MPMG Mystery Shopping program with Branches & Keep awareness on it.
Daily Monitoring QMS Services of Branches & Share performance on daily basis
Closure of Customer Complaints as per defined TATs