Ali Raza

• Served as the primary point of contact for high-net-worth and corporate walk-in clients, managing
complex instructions and resolving escalated queries with a 100% resolution rate.
• Led a team of 6 to consistently meet and exceed service quality and response-time KPIs, driving a
culture of accuracy and customer-first thinking.
• Optimised operational workflows to significantly reduce TAT for customer finance inquiries and
transaction processing.
• Investigated and resolved service exceptions and customer complaints, coordinating with internal teams
for swift incident resolution and proactive client updates.
• Ensured 100% adherence to internal SOPs and branch policies, consistently passing all unannounced
audits and compliance reviews.
• Mentored and coached team members, fostering continuous improvement, professional growth, and
high staff retention.
• Compiled and presented accurate daily operational and financial reports to senior management,
enabling data-driven decision-making.
• Acted as primary liaison between branch operations and head office, facilitating smooth information flow
and implementing process improvements

• Oversaw all branch operations during acting capacity, ensuring service continuity, staff performance,
and full regulatory compliance.
• Consistently met and exceeded branch service and sales targets through proactive customer
engagement and team motivation.
• Utilised data analytics to identify customer service trends and implement targeted improvements to the
overall service journey.
• Coordinated between departments and head office to resolve high-priority customer issues and systemic
operational bottlenecks.
• Maintained staff performance standards, ensured required training was delivered, and upheld all office
procedures and controls.

• Delivered comprehensive customer service for a high-volume, multicultural client base — handling
remittance, foreign currency, and financial inquiries with clarity and professionalism.
• Successfully on boarded new clients, expanding the branch customer base and building enduring long
term relationships.
• Resolved customer complaints efficiently and empathetically, boosting retention, loyalty, and positive
word-of-mouth.
• Provided technical guidance and on-the-job coaching to junior colleagues, ensuring adherence to
internal systems and service standards.
• Directed branch traffic to appropriate service points during peak hours, maintaining smooth and
balanced service flow.
• Recognised as Employee of the Month for outstanding customer service performance and operational
excellence.

• Delivered premium banking services to high-net-worth individuals and corporate clients, regularly
engaging them to assess and address evolving financial needs.
• Managed complex on boarding for finance applications, ensuring full compliance with regulatory
standards and policy requirements.
• Handled core cash management functions including inward/outward remittances, clearing, and customer
portfolio management.
• Resolved technical and financial queries for premium clients, maintaining consistently high satisfaction
scores and positive feedback.
• Generated new business leads through proactive cross-selling and referrals to Relationship Managers.
• Provided critical administrative support during branch audits, ensuring CDD documentation quality and
regulatory adherence.