• Understand and gather business objectives and outcomes• Manage daily communication between partners, vendors and developers to ensure forward progress toward a given deadline.• Understand the embedded systems, processes and integrations between all components.• Partner with our product intake team to prioritize product and feature development.• Collaborate with Business, Process Owner and vendors for new initiatives involving digital, ironing delivery constraints and gaining stakeholder commitments.• Liaison with Businesses and other digital streams for requirement gathering forecasting the resource and solutions requirements.• Scheduling and facilitating scrum events, meetings and decision-making processes. • Monitoring progress and performance and helping teams to make improvements.• Tracking project processes and deliverables.

Leading a unit to introduce new dimensions in Bank’s Digital Financial Services (DFS) and Alternate Delivery Channel’s initiatives. Achievements: • Revamping Digital Financial Services processes to bring in efficiency and minimize cost involved.• Development of Debit Card Management SOP according to industry practice and regulatory requirement.• Streamlined the Card Operations with respect to Vendors Management and Internal processes.• Improved dispute handling Turnaround Time to enhance Customer Experience.• Development of SLAs among internal stakeholders for better user experience.• Developing high performing teamsKey Responsibilities:• Supervising 1 Link projects/initiatives in coordination with stakeholders. Acting as a POC for 1Link from Bank’s side.• Managing Branchless Banking Account Opening of Individuals, Businesses & payroll customers.• Management of Debit Card Operations and vendor’s management.• Automation of tasks to bring in efficiency in routine tasks.• Oversight of bank wide Debit Card Production, Debit Card Maintenance & Operational Activities (Captured/Undelivered/Uncollected/Retuned Cards) as per defined TATs.• Bank wide Monitoring of ATM Operations• Resolution of ATMs Complain in Management System Complaints on daily basis.• Identification of system related bugs, prepare route cause analysis and coordination with relevant stakeholder till fixation.• Monitoring of Reconciliation and Settlement wing and Managing Settlement & Reconciliation of Channel i.e., Debit Card, ATM/POS transactions, UBP, DFA and Mobile Banking.• Ensure compliance with Bank’s policies and procedures as well as SBP regulations for smooth conduct of ADC Operations.• Reporting, Analysis and arrange proper reports /MIS for effective management of system support in reconciliation.• Ensure Complaints are being resolved with SBP defined timelines.• Ensure preparedness of the unit/segment for review and audit by internal/external/SBP Auditors.

Achievements: • Obtained Client Protection Certification from SMART Campaign.• Got 2nd Overall Best Performing Bank (2017 – 2018) under SBP National Financial Literacy Program• Recognized and rewarded as FINCA Champions Club member 2017.• Developed a video based training module on Financial Literacy to create awareness among Banking Consumer and unbanked population of the society about protection of their rights and remedies, basic Terms & Conditions, Pricing, Budgeting, Saving, Investment, Loan and Bank Accounts.• Developed Fair Treatment of Customer (FTC) framework in line with the regulatory requirements.• Developed a strategy on Financial Literacy to enhance/strengthen the basic financial knowledge and financial literacy skills of the consumers and low-income unbanked population. • Main focal person on Financial Literacy and Consumer Protection initiatives of the Bank and with the regulator/the Central Bank.Key Responsibilities:• Ensure implementation and continuous monitoring of Client Protection principles of SMART Campaign to uphold certification. • Develop, review and ensure implementation of Fair Treatment of Customer (FTC) framework.• Ensure implementation of SBP Conduct Assessment Framework (CAF) in all units/departments, according to Financial Consumer Protection guidelines given by the regulator.• Review and finalize reports periodically to the Board of Directors as an assessment of Fair Treatment of Customer framework.• Maintain annual profiles of SBP CAF reported to the Board of Directors / regulator.• Periodical analysis and reporting on Consumer Protection & Financial Literacy initiatives to the local Management of the Bank.• Liaison with Head of Departments (HODs) to coordinate activities, exchange information, and resolve queries and concerns and to ensure timely implementation of assigned deliverables. • Managing team members to ensure that the productivity of team members conforms to performance standards.

Achievements: • Simplified banking processes/documentation to make them more customer friendly under the umbrella of "Easy to do Bank with". • Designed and implemented Bank’s stationary related to Loan Application and Account Opening Forms.• Developed a Standard Operating Procedure (SOP) for Centralized Processing Unit (CPU).• Implementation of controlled Centralization Unit to performing certain control activities and to mitigate operational risk.• Dissemination of the knowledge series and emphasized importance of control measures among the branch staff through case studies based on frauds committed at the Banks.Key Responsibilities:• Liaison with the Central Bank on network expansion plan under Branch Licensing Policy (BLP).• Supervise and monitor ATM Operations Centrally• Supervise daily funds management and Security Stationary centrally• Ensure submission of periodic reports to other department(s) for onward submission to the regulator.• Responsible to develop, finalize and implement periodic Schedule of Charges for the Bank.• Ensure compliance of observations highlighted by internal/external inspection authorities relating to the function in order to ensure loop closing.• Training coaching and mentoring of team members.• Provide uninterrupted back office operational support to branches.

Responsibilities:• Liaison with the Central Bank on network expansion plan under Branch Licensing Policy (BLP).• Monitoring of ATM Operations Centrally• Responsible for ATM Claims processing with other Banks• Responsible to coordinate with 1-Link/MNET (Switch) for claim resolution and related quires.• Coordinate with branches for ATM balancing/Reconciliations and handle their queries/issue and subsequent re-Dressel.• Conduct branch visits as a Compliance Officer• Act as a team player to help other succeed.

Independently managed all the departments of the branch including Account Opening, Clearing / Collection, Remittance, Fixed Deposits and Loan disbursements. Acted as a Branch Operations Manager in the absence of Operation Manager.Responsibilities:• Ensure error free branch operations, in sync with the policies and procedures of the bank and the regulator.• Ensure timely submission of reports, statements, etc. to the Central Operation Department of the Bank.• Ensure discipline and coordination among all the branch staff.• Review activity reports or other performance data to measure productivity and goal achievement.• Ensure completion of account opening and loan disbursement formalities and perform KYC/AML as per directives of State Bank of Pakistan & Bank’s internal requirements.• Adherence to polices/ procedures• Correspondent Bank Account Reconciliations• Issuance of different types of Certificates, Cheque Books, Pay orders, ATM cards/Pin Codes alternately• Clearing & OBC (Inward & Outward) and Remittances• Responsible to perform stop payment of cheques on the instructions of the customer.• Business Development Activities.• Responsible for Branch’s fixed asset’s maintenance/ record keeping.• Preparation & handling of inventory stationery.• ATM coordinator for daily cash balancing & complaint resolution.