Projects completed:- Centralized Account Opening digitalization - Debit card issuance and activation process improvement - Branchless banking account opening via biometric ATMs- Cross branch cheque book issuance- HBL at Work on-boarding process improved - Additional Service request digitalization Projects (work in progress):- Demographic data and other services via ADC (internet banking, mobile banking, ATMs)- Automation of auto loans process through work flow tool

- Performance monitoring through monthly dashboard, scorecards and analytics across efficiency- Contributed to the apex forum comprising of product, sales, relationship, operations & technology and compliance verticals to monitor and enhance the client experience - Develop and implement service quality framework and drivers- Proactively engage with teams to prepare periodic updates of Solution Delivery & Service strategy and execution initiatives

- Developed and implemented the work flow to capture key client impacting incidents.- Articulate purpose, scope and process of client incident module and also ensure adoption of the agreed process Client Incident Module project completion and roll out

- Led Client Service Group and managed corporate client service proposition- Managed service delivery to corporate clients for cash and trade products- Maintain close collaboration with Trade & Cash operations, sales and relationship teams to ensure service delivery alignment