• Responsible for Mirpur, Muzaffarabad & Jhelum Branch Operations• Managing a network of around 200 branches spanning three Regions • Leading a team of Regional Head Branch Operations (RHBOs), Regional Support Managers (RSMs) and Area Operations Managers (AOMs) to deliver service that exceeds customer expectations• Managing a work force of around 550 staff• Nominated as DEI (Diversity, equity and inclusion) Champion• Nominated as Extended Values Ambassador • Trainer –… Show more • Responsible for Mirpur, Muzaffarabad & Jhelum Branch Operations• Managing a network of around 200 branches spanning three Regions • Leading a team of Regional Head Branch Operations (RHBOs), Regional Support Managers (RSMs) and Area Operations Managers (AOMs) to deliver service that exceeds customer expectations• Managing a work force of around 550 staff• Nominated as DEI (Diversity, equity and inclusion) Champion• Nominated as Extended Values Ambassador • Trainer – Aspire Executive AOM Certification Program • Top Region (Mirpur) / Distribution Pan Country in ATM uptime thus ensured uninterrupted services to the customers• Amongst Top Distributions in Service Quality Scores• Ensured compliance with regulatory requirements, implemented efficient work processes and effective internal controls to minimize operational risks/frauds• Top Distribution in audit ratings, adverse rated branches ratio stood at only 1% Show less

• Lead a team of Regional Support Managers (RSMs) and Area Operations Managers (AOMs) Approved headcount strength is around 300• Responsible for managing a network of 63 branches pan region.• Best Region Service Quality - 2021• Region of the Year - 2021• Enforced effective control measures to minimize operational risks.

• Lead a team of 6 Regional Operations Managers (ROMs) and 15 Area Operations Managers (AOMs) to deliver service that exceeds customer expectations. Approved headcount strength is around 1700• Responsible for managing a network of 204 branches pan Karachi, 350 ATMs both onsite & offsite.• Enforced effective control measures to minimize operational risks.

• Complaint Management System that facilitates effective issue resolution and best-in-class service recovery culture.• Resolved >95% complaints within TAT managing customers’ and regulator’s expectations.• Robust process improvement initiatives ensuring long term customer satisfaction/loyalty.• Management of around 120,000 bank-wide complaints per annum.• Above 99% resolutions and closures were provided within SBP defined TAT of 15 days. Average complaint resolution time… Show more • Complaint Management System that facilitates effective issue resolution and best-in-class service recovery culture.• Resolved >95% complaints within TAT managing customers’ and regulator’s expectations.• Robust process improvement initiatives ensuring long term customer satisfaction/loyalty.• Management of around 120,000 bank-wide complaints per annum.• Above 99% resolutions and closures were provided within SBP defined TAT of 15 days. Average complaint resolution time stood at 3.5 days.• Nominated as Key Contact Person (KCP) to liaison with the Regulators (SBP & BMP) on complaint related matters.• Conducted Rapid Improvement Events (RIEs) on Complaint Management and Resolution Processes.• Ensured timely provision of Complaint Management reports to Senior Management.• Percentile of total exceptions to total complaints volume remained less than 1% in the last SBP inspection. Audit rating got improved from Fair to Satisfactory.• Supervised Mystery Shopper Program (MSP) and Customer Satisfaction Survey (CSS) for branches. Show less

• Lead a Team of Unit Heads at the RHQ & District Customers Services Managers (DCSMs) to deliver service that exceeds customer expectations. Enforced effective control measures to minimize operational risk. No fraud related case/any operational loss booked in the entire year.• Achieved “Above Acceptable” Audit rating for the Regions.• Amongst Top 5 Regions in Score Card pan Pakistan.• Ensured that branches are operating effectively and are utilizing systems, updated policies &… Show more • Lead a Team of Unit Heads at the RHQ & District Customers Services Managers (DCSMs) to deliver service that exceeds customer expectations. Enforced effective control measures to minimize operational risk. No fraud related case/any operational loss booked in the entire year.• Achieved “Above Acceptable” Audit rating for the Regions.• Amongst Top 5 Regions in Score Card pan Pakistan.• Ensured that branches are operating effectively and are utilizing systems, updated policies & procedures and equipment appropriately to optimize the sales opportunity while minimizing risk and losses to the bank.• Enhanced focus on optimal capacity and cost control. Achieved 13% savings in the approved budget vs actual expenditure for the Region.• Supported 80 ATMs in the Regions. Show less

• Lead a team of Customer Services Operation Managers (CSOMs) of the District Branches.• Declared the Best District in Score Card pan Pakistan.• 50% of the branches got “AA” Audit rating and the rest were Acceptable with no MA & BA Branches audited during the year 2011. No fraud related case/operational loss booked during the year 2011.• Supported 15 ATMs installed in the District Branches.• Liaised with the Regional office to run smooth / flawless operational activities of the… Show more • Lead a team of Customer Services Operation Managers (CSOMs) of the District Branches.• Declared the Best District in Score Card pan Pakistan.• 50% of the branches got “AA” Audit rating and the rest were Acceptable with no MA & BA Branches audited during the year 2011. No fraud related case/operational loss booked during the year 2011.• Supported 15 ATMs installed in the District Branches.• Liaised with the Regional office to run smooth / flawless operational activities of the branches. Show less

• Managed ADC Operations comprising of ATM/Debit Card, Complaint Management, ATM Monitoring and e – Banking Units. • Supervised operations of approx.70, 000 Net-Banking customers.• Managed Internet Banking services featuring Online Franchise Payments, Funds Investments, Funds Transfer, TezRaftar, Mobile Bill Payments, Online Shopping, Online Subscriptions, Prepaid vouchers, Donation / Zakat, UBL Bill Payments, Utility Bill Payments.• Implemented Inter Bank Funds Transfer Facility on… Show more • Managed ADC Operations comprising of ATM/Debit Card, Complaint Management, ATM Monitoring and e – Banking Units. • Supervised operations of approx.70, 000 Net-Banking customers.• Managed Internet Banking services featuring Online Franchise Payments, Funds Investments, Funds Transfer, TezRaftar, Mobile Bill Payments, Online Shopping, Online Subscriptions, Prepaid vouchers, Donation / Zakat, UBL Bill Payments, Utility Bill Payments.• Implemented Inter Bank Funds Transfer Facility on ATMs. Initiated and successfully implemented off site & Drive through ATMs.• Played a major role as core team member in launching Visa Debit, Wiz Prepaid Debit, Master Debit Cards & also managed its operations.• Managed the IDP, BISP & Watan Card Projects from operations platform, from card production to transaction settlement and complaint management. Show less

• Responsible for setting up the department, interacting with partner financial institutions and implementing various policies and procedures.• Coordination between ATM/Debit Card Ops., Network Dept., Information Technology, Branches, Contact Center, Card Production and Service Quality for enhancing the card population base and further strengthening the image of UBL Wallet vis-à-vis consumers.• Managed ATM Network of 446 ATM’s countrywide – 3rd largest ATM Network in Pakistan… Show more • Responsible for setting up the department, interacting with partner financial institutions and implementing various policies and procedures.• Coordination between ATM/Debit Card Ops., Network Dept., Information Technology, Branches, Contact Center, Card Production and Service Quality for enhancing the card population base and further strengthening the image of UBL Wallet vis-à-vis consumers.• Managed ATM Network of 446 ATM’s countrywide – 3rd largest ATM Network in Pakistan. • Managed operations of around 3.0(M) Debit Cards countrywide. Largest Debit Card base in Pakistan and this card population is further increasing with each passing day.• Responsible for team building, hiring and effectively utilizing skills of 23 staff members as direct reportees at Head Office and dotted reporting of 14 Regional ATM Coordinators sitting in respective Regions.• Member of SBP committee as a representative of UBL, formulating guidelines and procedures for ATM-related activities.• Assisted Payment System Department of SBP for devising ATM settlement / reconciliation procedure to be followed by each bank.• Nominated to represent UBL on 1-Link forum. Show less

• Responsible for setting up the ATM Wing at A.B.L. Managed and implemented all functions associated with 1-LINK Switch, ATM Card production, reconciliation of ATM and Switch member bank entries and ensured smooth operations.• Increased card base from zero to 80,000 cards in 9 months time. • Designed and documented procedural manual for ATMs.

• Led various branch banking positions in Karachi. • Bath Island (Central Office) branch – Branch Manager• Boating Basin Clifton branch – Branch Manager• Defence Garden branch – Branch Manager• Clifton branch - Branch Operations Manager