As Operation Head,As part of the Operations and Credit Risk Leadership team responsible for creating the rightbalance between Loss, Cost and Customer Experience.• Responsible for building and strengthen a culture of innovation and continuous improvement.• Responsible for designing and embedding collections processes and strategies for Unsecured and Secured retail credit product portfolios including mortgages, credit cards and personal loans.• Responsible for enhanced reporting and analytics for portfolio and performance management• Responsible for collection score models and collection policy document in line with Pakistan, Middle East and European regulators. I managed collection operation team for all products including Credit card, Personal Loan and Home Loans. Responsible for collection portfolio, vendor management, collection policies and framework, implementing work force and risk management strategies. For executive management I generated MIS reports on all operations and drafted recommendations for strategic system improvements, and served as the representative of the bank in legal and regulatory forum. To improve our overall performance, I trained our team members in collections efficiency, operations while emphasizing the importance of customer satisfaction.Key Accomplishments:• Resolved client and customer issues while following company policies and processes.• Managed call center emphasizing productivity management, establishing KPI targets, providing needed training, and addressing daily operational issues.• Provided leadership for collection policy and framework throughout the countryOversaw the implementation of Global Operating standards for collections.• Maintained customer complaints levels under 0.5% while meeting recovery and collection targets.• Generated additional revenue streams through effective cross selling, utilizing established relationships.• Designed incentive plans for internal officers.

Agency Manager for Collection & Recovery for Skip portfolio handling local and overseas agencies• Retrieving Security Cheques and Application documents of delinquent customers in order to file Case (Criminal /Civil) to ensure maximum recovery of dues.• Regular visits to Domestic Agency office and High Risk customers and corporate clients to maximize collection effort.• Timely marking of Skip cases to ensure accounts are forwarded to International Agencies for Further follow-up and corrective Legal Action if required.• Regular visit to Agency in order to monitor daily overall performance as well as collector performance, daily call ratio, allocation update, Follow up trails upload, Field visit reports.• Tracking monthly performance and issuing Target Letters and Monthly Performance Letters based on their performance against the assigned Target• Despite of Quarterly Audit by Internal Control. Monthly audit of Cash receipt books, Cash Collection, Allocations, Billings, Commission payouts, check on ‘Code of Conduct’ is done to make sure Agency is working as per signed agreement.• Conducting Regular trainings of Agency Staff on Code of Conduct and updating them on any change or new policies introduced by the bank from time to time. • Offering customer service to clients and providing them solutions.• Handling customer related issues and complaints.• Receiving calls and assisting officers to provide solutions to customers.• Providing training to officers for complete customer satisfaction.• Acting as a settlement officer by providing various payment plans.

As an Agency Manager for Recovery & Skip portfolio handling local and overseas agencies to increase cash collection, resolution % and at the other hand minimize cost. Effectively handled Overseas Agency (Alpha, Green lines, CDCS, Derby Agency, Bilkish & HKDC) skip portfolio Bucket-0 to 7.Job Description as an Agency Manageras below:• Leading, mentoring & monitoring the performance of the teams to ensure efficiency in process perations & Meeting of individual & group targets.• Evaluating agency performance by sending performance letters on monthly basis for tracking and offering suggestions to improvise their performance.• Preparing the MIS of the team for management to check the individual collector and team performance.• Creating & sustaining a dynamic environment that fosters development opportunities & motivates High performance amongst team members.

Collection perception- Collections is a never ending adventurous job where skills and attributes are utilized for generating revenues for mutual benefits.My Job Description for as a collection executive as below:o Ensuring compliance and customer service quality are strictly adhered and met.o Updating various MIS Reports, Weekly Reports e.g., Car, PPS, PTP.o Proper follow up of accounts allocated and CWX updates.o Ensure that a minimum of 60 calls are made on a daily basis and updated on CWX/DM..o Ensure daily run rate required is met to achieve the monthly target.o Follow up, negotiate for overdue payments.o Identify AAB account holders and refer accounts for lien/up-lien.o Identification and timely follow up of Non Starter/Skip Cases.o Ensure proper documentation of collector related activities (Card block/Unblock, address change, pick- ups etc,)o Refer Non-contactable & contactable cases on field.o Refer refuse to pay, avoiding calls, and broken promises for sending Legal Notice.o Sending soft reminder text messages.o Handling assigned portfolio of customers who are delinquent in credit cards.o Monitor and negotiate recovery from customers in order to achieve assigned target.o Offering customers settlement plans to clear the overdue.o Implement recovery plans in accordance with the policy and initiate legal action if required.o Retain worthy customers for more business and banking relationship.o Ensure compliance in order to protect the organization’s interest.

As a Restaurant Supervisor,I was handling as below• Coordinating daily restaurant management operations• Delivering superior food and beverage service and maximizing customer satisfaction• Responding efficiently and accurately to restaurant customer complaints• Coordinate daily Front of the House and Back of the House restaurant operations• Deliver superior service and maximize customer satisfaction• Respond efficiently and accurately to customer complaints• Regularly review product quality and research new vendors• Organize and supervise shifts• Appraise staff performance and provide feedback to improve productivity• Estimate future needs for goods, kitchen utensils and cleaning products• Ensure compliance with sanitation and safety regulations• Screening, interviewing, hiring, and training restaurant staff.• Managing restaurant staff's work schedules.• Conducting regular inspections of the restaurant kitchen to determine whether proper standards of hygiene and sanitation are maintained.• Overseeing food preparation, presentation, and storage to ensure compliance with food health and safety regulations.• Checking in on dining customers to enquire about food quality and service.• Monitoring inventory and ensuring that all food supplies and other restaurant essentials are adequately stocked.• Monitoring the restaurant’s cash flow and settling outstanding bills.• Reviewing customer surveys to develop and implement ways to improve customer service.• Resolving customer complaints in a professional manner.