Junaid Ur Rehman Email and Phone Number

With 16 years of diverse experience in the banking industry, I've specialized in contact centre management, branch operations, optimizing social media and alternative channels, and transitioning service requests from manual to digital/STP processes. I have led numerous projects focusing on optimizing social media and alternative channels, as well as transitioning service requests from manual to digital/Straight Through Processing (STP). My journey has been marked by a successful blend of traditional banking methods and modern technological advancements. Currently, I lead three teams: Contact Centre Service Quality, Internal Controls, and SC Social Media & Alternative Channels. My role focuses on leadership, process optimization, and digital transformation. underscoring my commitment to innovation and efficiency in the banking sector.Proven track record of achieving significant accomplishments, including: Successfully reducing inbound call volume by 30% through the implementation of strategic social media initiatives, resulting in improved operational efficiency and social media has become one of an integral channels for client touch point, due to excessive volumes at client center. Spearheaded the launch of the SCB Pakistan Social Media Team, 25% Cases are related to Product Interest, leads generation for Personal Loans, Credit Cards, Home Loans, Auto Loans, and Account related.  Ensured strict compliance with Group and Central Bank rules and regulations, resulting in zero compliance violations and penalties. Improved transaction processing efficiency by 20% through the implementation of robust internal controls and operations management strategies. Successfully completed migration projects from NSTP to STP (straight through processing) & manual to digital channels, resulting in a 40% reduction in processing time and enhanced customer experience. Achieved up to more than 90% in branch service delivery standards KPIs by optimizing workflows, coaching staff, and implementing control measures. Developed and executed social media strategies that increased brand awareness by 60% and engaged a large number of clients (around 3k client monthly on average) in the modern digital landscape. Managed multiple projects, including the successful launch of Click to Chat functionality on the SCB website, resulting in a 50% increase in customer engagement. Consistently exceeded above performance targets assigned by group team resulting in positive feedback from clients and stakeholders.