Unit Head - Home Remittance
MCB Bank Ltd
Total years of experience :20 years, 7 Months
Leading the MCB Home Remittance Unit in the 3rd largest remittance processing Bank in Pakistan. In charge of devising, developing, and implementing strategic marketing and operational plans for Home Remittance Unit. Analyze industry trends, develop marketing plans, train Relationship Management team on targeted client base development. Implement new policies and revise processes as needed to improve operational efficiencies.
Selected Accomplishments:
• Sales & Portfolio Growth
- Drove consistent growth over & above industry in yearly volumes from major corridors such as GCC, Malaysia and EU.
- Added partners from UAE, Canada and Europe, including Sigue Global Services, the fourth largest Money Transfer Operator in the world.
- Effected increase of 65% in Non-Resident-Pakistani (Motherland) account opening by streamlining processes and commencement of account opening from Bahrain and Oman.
• Marketing / Branding Initiatives
- Successfully launched re-branding campaign of MCB Bank Home Remittance products under the ‘Burqraftaar’ product line.
- Launched successful marketing campaigns in GCC, Malaysia and UK raising overall awareness of ‘Burqraftaar’ products and MCB services.
• Product Development
- Designed and launched new products to improve remittance inflows to Pakistan, including (in process) MCB Pardes (pre-paid) Card to convert Cash-over-Counter customers to MCB account holders.
- Integrated MCB Payment Systems with MoneyGram AgentConnect (API integration with MoneyGram ERP) as an industry first for MoneyGram.
- Designed roadmap based on business requirements and successfully launched ‘QuickRemit’ API Web service to MCB agents & partners for direct integration, thereby saving on cost and human capital required on future system integrations.
• Staff Development
- Evaluated, hired and trained Relationship Managers who have consistently delivered impressive results for assigned portfolio in respective corridors.
- Focused sales team efforts on qualification of high-yield prospective clients as opposed to random client capture, leading to increase in number clients with less time commitments.
Leading the Cash Management Relationship Management (South) team responsible for facilitating the development, delivery and management of cash management products and services to a demanding portfolio of corporate customers including multi-nationals, large corporations & business banking customers.
Selected Accomplishments:
• Sales & Portfolio Growth
- Achieved highest quarterly growth of 26% during Q4 2011, registering the highest daily throughput in recorded business history. Also beat the sales target by 35% during Q1 2012.
- Launched Dividend Processing Arrangement for TBD with the Dividend Processing of Lotte PTA, Engro Corp. & PSO.
- In 2008 introduced Channel Financing Product with the roll out of plan with Shell Pakistan followed by PSO and Dalda.
- Supervised Rupee Drawing Arrangements of MCB Bank Ltd. generating 20% NRFF income of TBD.
- Correspondence with different Foreign Correspondent Banks and Exchange Companies on the Home Remittance, actively participating in development and implementation of Home Remittance Products, resulting in increase of monthly business to more than 100, 000 transactions.
• Bottom-Line Enhancement
- Implemented cost savings initiatives to improve profit margins and ensuring preventive measures to remove bottlenecks and ensure smooth product delivery.
Head Product Development, Implementation & Support - Cash Mgt. Transaction Banking, Wholesale Banking Group
Key Responsibility: Lead Product Development & Implementation Unit by overseeing the development of new products and assessment of their business and functional requirements. Set rigorous goals for new launches in active coordination with Business Unit and customers.
Selected Accomplishments:
• New Product Launches
- Unilever Pakistan. Development and roll-out of new product offering to manage and reconcile the over-the-counter & e-banking collections. Initially launched in 4 regions and further extended to Pan-Pakistan.
- International Finance Corporation (IFC) & CDC Group plc. Management of multiple outward remittance transactions in lieu of Custodian Account arrangements.
- Pakistan State Oil (PSO) - Management and implementation of Online Order Management System (OOMS), a value addition product enhancement which resulted in 25% incremental business volume.
• Business Process Reengineering
- Improved processes and Turn-around-Time by developing systems capable of converting correspondent bank remittance date files and merge it into our system thereby eliminating manual processing.
- Setup Modus Operandi for coordinating with network of 1, 100+ branches and also established problem escalation matrix.
• Business Support
- Additional responsibilities of handling entire Home Remittances business of MCB. The task was to merge HR unit of MCB into Cash Management Division.
- Facilitated discussions externally with clients at senior levels and internally for Integration, Business, Legal and Compliance.
- Provided support in development and implementation of marketing and sales plans.
- Provided consultation to the Sales Team and active participation to secure mandates.
• Facilitate discussions externally with clients at senior levels and internally in the bank with Integration, Sales, RM’s, Legal and Compliance for smooth implementation of all deals.
• To provide support in development and implementation of a marketing and sales plans.
• Manage operational setup with the network of 1100+ branches and establish problem escalation process.
• Provide consultation to the Sales Team and active participation to secure mandates.
• Manage corporate customer relationships and ensure customer satisfaction, accounts retention and business growth.
• Supervise implementation and customer support staff responsible for collections and payments for corporate customers.
• Support Product Management Unit in further improving/enhancing product & service features.
• Additional responsibilities of handling entire Home Remittances business of MCB. The task was to merge HR unit of MCB into Cash Management Division.
• After successful merger of HR, revisited and revised product processes and brought few improvements in following ways:
o Eliminated manual working by developing systems which can read and convert the correspondent bank remittance date file and merge it into our system.
• Developed complaint management system for the Home Remittance Division.
• FY 2007 - More than 350, 000 home remittances transactions were processed.
- Managed implementation and customer support function for cash management division south region.
- Coordinated with IT, Operations, courier companies and printers to ensure optimal level of service delivery of cash management products and services.
- Coordinated with Operations and Branch Network for timely query resolution and and improving service.
- Maintained regular interaction with the customers to ensure common objectives on service delivery.
- Actively assisted in identifying and implementing means to reduce cost base and improve revenue streams for the division.
- Conducted UAT of SpeedCash system and implemented the arrangement nationwide.
- Timely reporting of MIS to customers and internal & external stakeholders.
• Timely reporting of daily and monthly transaction MIS to all CMD (now TBD) customers.
• Handling / Reconciliation of daily queries of the customer.
• Coordination with cash management operations in order to achieve required output.
• Providing implementation processes to the designated branches.
• Contribution in finalizing of Cash Management stationary and processes.
• Coordinated with ITG & Vendor to develop SpeedCash application, to facilitate home remittances business. Previously this business was being done solely by Citibank Pakistan. MCB having advantage of network was able to break through and became correspondent bank for SAMBA.