Maruf Ashraf Email & Phone Number

North York, Ontario, Canada

Dhaka, Bangladesh

• Conducted process mapping and analysis to identify inefficiencies and areas for improvement.
• Developed and implemented new business processes and procedures.
• Collaborated with cross-functional teams to identify and address process-related issues.
• Monitored and measured process performance to identify opportunities for improvement.
• Provided training and support to staff on new and updated processes and procedures.
• Documented process workflows and procedures to ensure consistency and standardization.

Dhaka, Bangladesh

• Processed 50 customer onboarding applications per day which involved checking applicant’s KYC information and supporting documents, data entry in CRM application and document archiving.
• Processed 50-100 transaction requests per day including EFT, account to account transfer, recurring payments setup, and salary disbursement.
• Addressed 25-50 customer inquiries per day originating from multiple channels like contact center, branch offices, and direct sales team, ensuring prompt and accurate responses to their queries.
• Implemented a system to maintain organized records of 500-700 newly received customer onboarding applications daily, categorized by region and month.
• Resolved various types of transaction disputes using product and application knowledge and effective problem-solving strategies to ensure customer satisfaction.
• Provided input to improve the MFS System through technology projects.

Dhaka, Bangladesh

• Collaborated with business team, technology team and vendors to ensure successful delivery of ‘IFIC Mobile Financial Services’ project from the scratch; participated in planning, development, testing, and successful.
• Coordinated effective meetings and workshops with internal and external stakeholders to gather information and obtain buy-in to ensure smooth progress of the project.
• Created and maintained project documentation, including project plans, templates, requirements specifications, and status reports on a weekly basis.
• Developed and implemented Standard Operating Procedure (SOP) aimed at providing mobile financial services while adhering to regulations and ensuring an outstanding customer experience.
• Conducted workshops with operations, customer service, and contact center teams to increase employee engagement in mobile financial services.

Master Of Business Administration (M.B.A.), Finance

B.Sc. In Engineering, Electrical & Electronic Engineering

Workplace Communication In Canada For Financial Service Professionals

Activities and Societies: Collaborated with a diverse team of international professionals, each with experience in the financial services.