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تم إلغاء حظر المستخدم بنجاح
Ali Raza, Team Leader – Branch Operations

Ali Raza

Team Leader – Branch Operations·Al Fardan Exchange

الإمارات العربية المتحدة

ماجستير, Marketing

الخبرة العملية

مجموع سنوات الخبرة: 16 سنوات, 5 أشهر

Team Leader – Branch Operations

يناير 2021 - حتى الآن

Al Fardan Exchange

الشارقة، الإمارات العربية المتحدة

يناير 2021 - حتى الآن

• 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

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
المحاسبة والتدقيق

Branch In Charge

يناير 2020 - يناير 2021

Al Fardan Exchange

الشارقة، الإمارات العربية المتحدة

يناير 2020 - يناير 2021

• 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.

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
الإدارة

Chief Teller

يناير 2014 - يناير 2020

Al Fardan Exchange

الشارقة، الإمارات العربية المتحدة

يناير 2014 - يناير 2020

• 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.

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
البنوك

Senior Officer – Retail Banking

يناير 2010 - يناير 2014

Meezan Bank Limited

لاهور، باكستان

يناير 2010 - يناير 2014

• 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.

مجال الشركة:
البنوك
الدور الوظيفي:
المحاسبة والتدقيق

التعليم

University of the Punjab

مايو 2010

مايو 2010

ماجستير، Marketing

باكستان

University of the Punjab

سبتمبر 2007

سبتمبر 2007

بكالوريوس، Commerce

باكستان

Skills

BANKING
Intermediate
BANKING
Intermediate
BANKING SERVICES
Intermediate
BANKING SERVICES
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
KNOW YOUR CUSTOMER
Intermediate
KNOW YOUR CUSTOMER
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
REGULATORY COMPLIANCE
Intermediate
REGULATORY COMPLIANCE
Intermediate
STANDARD OPERATING PROCEDURE
Intermediate
STANDARD OPERATING PROCEDURE
Intermediate
WORKFLOW MANAGEMENT
Intermediate
WORKFLOW MANAGEMENT
Intermediate

اللغات

الانجليزية
مبتدئ
الأوردو
مبتدئ
البنجابية
مبتدئ

التدريب و الشهادات

الشهادات
Technology Tools
Compliance Program Design
Governance & Regulations
Financial Crime Risks & Methods
Anti-Financial Crime Certification