Taking care of day to day back office shipping operations

• Inputting exchange rates in dot. OPAL on daily basis using the daily rate sheet provided by Global Markets Front office.• Receiving MT103 hardcopies from Officer Inward Remittance and Mark the payment instructions with mode of payment i.e check the transaction for the following• Risk marked in beneficiary account• Account title matches Account number• If customer has the same currency account as the currency amount is remitted in. If not then mark the account to be credited• If purpose of Remittance is included.• Distribute the MT 103s to processor for processing.• Taking out the value dated payments for processing and cover checking.• Check the “Under correspondence” file and take out the cases where amendments/approvals from correspondent (remitting) bank are received.• Check the Advice file and take out the cases where Purpose of Remittance (POR) is received from the customer/beneficiary bank.• Forward these cases to processors for processing• Receive the acknowledgement receipt and approve the cancelled transaction in System (DotOpal.)• Matching payment detail as displayed on dot. OPAL screen with hardcopy and if in order, approve the transaction and initial on the hard copy.• Receiving vouchers and MT202/SBP cheques payment message from Processor.• Receiving MT202 from SC Star direct in to DotOpal

• Taking care of three E- channels which are Internet Banking, Mobile Banking E-statement, E-payments• Processing request from customer for all three products• Ensuring that all three Channels work smoothly• Having resolving standards set to the highest level• Using e-channels for other department to help them go paperless• Teaming and training up a team data entries operators which make large volumes into great numbers• Managing smooth implementation of the process of 100K plus customer for all three channels • Regular reviews of processes to enhance service levels.

• Managing all maintenance for cards as per customer request• Running of Emboss file for new and replacement of cards• Ensuring that renewals are done before their expirations • Replacement of damage cards• Block and Unblocking of cards• Credit cover Insurance uploading for the month• Process improvement.• Customer focus and quality improvement.• Audit and controls, also was a support for the Head of Operations for launching of all new products related to credit cards.

Managing the 24x7x365 call center with a Contingency Business plan.• To balance customer service and the business strategy of the country for growth• Audit and controls.• Process improvement.• Liaisons with all units of the bank like Operations, Marketing, Product management, global finance, and branch managers.• Problem incidence: capturing, reporting and root cause analysis• Budget planning and projection and managing of expenses within the budget.• Capacity planning – scheduling, management.• Managing the technological stability and infrastructure of the unit.• To keep one updated on new technological changes in the market place.• Vendor management as per bank policies and guidelines.• Managing diverse product and business goals.• Detailed product and process knowledge of the bank.• Maintaining a high level of courtesy and accuracy to get high CSS scores.• Meeting customer expectations in a competitive environment.• Customer focus and quality improvement. Maintain low attrition levels and high morale in a highly competitive and unstable service industry.

• I was part of the Credit Cards Call Centre Team with the primary responsibility of processing financial transactions on behalf of customers over the phone, Customer complaint resolution, Attending customer queries and disputes.• Handling customer issues such as payments, issuance of emergency cards, resolution of credit card disputes etc.• Part of the team that developed and enhanced the IVRS scripts for the call centre activities ranging from developing trigger action points, bi-lingual scripts.• Also was a part of team which run a project for introducing Credit Cards to customers