Actively engaged in monitoring of Service Quality standards in different areas/departments of Bank’s Operations.
Suggest appropriate measures where required, for continuous improvement & implementation of Service Quality Standards.
Provide feedback to management on issues/challenges & suggest solutions.
Formulation & Publication of customer assistance & guidance material.
Designing of relevant contact flyers, brochures & forms etc.
Conducting trainings for employees regarding relevant standards & procedures
Developed & conducted customer experience survey for acquiring customer candid feedback.
Formulation & subsequent sharing of Mystery Shopping & Customer Survey Reports with Management, Board & Regulator.
Part of the team who recommended, designed process flows, and shared relevant system requirements for development of complaints management system.
Performed UATs for successful deployment of Bank’s centralized Complaint Management System (CMS).
To ensure resolution of reported complaints as per Bank’s Policy & customer satisfaction.
Reporting to regulator for submission of complaints data as per requirement.
Formulation of FTC insight data for publication in Bank’s journal.
Provide backend support to field compliance, fraud & investigation team.
Assigning processes turnaround time (TAT) for different services & monitoring.
Assessing product specifications & customer requirements thus establishing reasonable standards of service for customers & clients.
Keep abreast with latest information with respect to products, policies & procedures for effective customer handling.
Monitoring of wallet account associated activities vigilantly along with reporting and tracking fraudulent activities.
Ensure compliance with bank’s policies & procedures as well as SBP/prudential regulations for smooth conduct of branchless operations efficiently & consistently.
Liaison between Bank & relevant stakeholders.

Subscriber Management Unit, Corporate Disbursement, DR Management

Enrollment/Registration of Agent, Customer/Subscriber & Merchant A/C’s.
Digitizing wallet account opening process by deploying data archiving tool.
Ensured efficient & consistent compliance & adherence with Bank’s policies & procedures as well as SBP prudential regulations for smooth conduct of branchless operations.
Performed UATs & shared feedback with relevant team (Biometric registration devices, Retailer Handsets, A/C registration via string, JazzCash App)
Correspondence & follow ups with internal & external stakeholders for improvement of Mobile Financial Services.
Take ownership of compliance, audit & self-assessment functions including rectification of discrepancies.
Ensure preparedness of unit/segment for review & audit by internal/external/SBP Auditors.
Designed Account closure form.
Data verification of P2P transactions by NADRA & subsequent updation in system.
Development & deployment of data extraction & management tool for P2P transactional data.
Bulk Account opening functionality for corporate customers.
Part of Corporate disbursement project PVTC-VTI.
Processing Disbursement activity of MOZU & CM trainee cases of respective VTIs.
Liaison roll between stakeholders likewise PVTC, MFS, VTI’s & MMBL Branches.
Application Raising requirements with relevant team for developing system to extract & record data.
Performing UATs & successful deployment of Digital Data Archiving Tool.
Current & Saving A/C’s opened of 270 Training Institutes.
Designing & implementing of relevant procedures.
Supervision & submission of day end reports to higher authorities.
Process Reengineering & rollout to relevant teams & stakeholders.
CNICs Blacklisting/whitelisting.
Monitoring of DR-Inventory Management.
Real time reporting & analysis of data on hand.
Cost-Effective & systematic inventory control, ensuring optimal service level.
Induction of new functionalities in DR Book inventory