Officer Policy & Procedures (Centralized Operational Controls)
Emirates Islamic
مجموع سنوات الخبرة :23 years, 3 أشهر
•Development and drafting of policies and procedures for bank wide operations.
•Participating for meetings with the respective units / stake holders to develop and draft new processes as per the business requirement.
•Analysis of review comments received from the respective units to incorporate in case of amendments as well as for the development of new processes
•Amendments of existing processes as per the respective Department request.
•Developing Process flows using Microsoft Visio.
•Designing all types of forms and registers as per the stake holder’s request
•Handling of day to day branch queries rose from the respective branches on the operational functions
•Working on GAP analysis in existing processes, in order to place better controls in front end back end operational activities.
•Administration of all physical documents of the correspondence received from the reviewers, once the process is been finalized to be incorporate (online version).
•Preparation of monthly report to quantify the work standards and further improvement on the productivity
•Conducting end to end analysis on existing policy documents for amendments
•Working on continues improvement and streamlining to enhance the productivity of the existing operational processes
•Coordinating with the Business units as well as the respective vendors to demonstrate the process automation requirement
•Supports the Policy & Procedures Management through the review of existing and formulation of new banking policies and procedures relevant to attaining the objectives of the Bank.
•Responsible for editing of online procedures, verifying content accuracy and consistency.
•Responsible to brief on business proposition and take approvals from Operations General Manager on CSRA and process documents.
•Responsible to upload the approved policies and procedures Online.
•Managing and Leading Teams of Call Center Operations.
•Leading call center operations and projects as a liaison between client, as supervisors, and call center employees.
•Administer performance management by diagnosing improvements opportunities, providing feedback, coaching, training, professional development, and corrective action plans.
•Analyze and prepare reports on floor performance including, call volume, capacity, idle time, hold time, AHT, Adherence, occupancy, shrinkage, leaves, complaints, Errors, Leads, Feedbacks, breaks, schedule, service level to handle successful floor operations.
•Coordinate with Transformation team to successfully implement company operating module and to achieve next level on performance.
•Handling Root Cause Problem Solving element as a champion and scoring 4 KPI average till date.
• Handling Bright Idea Campaign for own department including, receiving and gathering ideas, updating reports, conducting meetings on ideas, updating tracker, sending responses to idea generators.
•Building teams that effectively supports client programs, product and services.
•Training/developing, motivating, coaching, evaluating, and retaining qualified staff.
•Handling operational projects until successful implementations.
•Maintaining service, talk/wrap time, data, and both client and consumer satisfaction.
•Coordinating with WFM team for floor adherence and scheduling.
•Leading workflow distribution and floor management to ensure service levels are satisfied.
•Review statics to measure staff performance and the need for improvement.
•Coordinate with training of customer service representatives.
•Monitor interaction between staff and caller to ensure quality assurance standards.
•Perform quality checks, analyze, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
•Developed process and scripts to facilitate the efficient management of
Call volume.
•Ensured strict adherence to company policy and procedural guidelines.
•Handle escalated calls, complaints, questions, and queries as required.
•Facilitate cross-functional communication within employees to improve working environment.
•Draft general reports on performance and targets of team members as well as ensure that they exceed the targets.
•Finalizing KPI reports for team members and providing coaching and feedback on performance.
•Perform continuous assessments for banking system for call center associates.
•Responsible for improving the team and facilitating the communication among Team Members.
•Handle Responsibilities of communicating company’s core values, vision, and mission to front employees.
•Facilitate cross-functional communication within employees to improve working environment.
Banking Systems :
• CRM
• Vision Plus.
• FinnOne.
• AS400.
• Base 24.
• Back Office.
• CET.
• C.I.F
• Me-Mobile
• Debit Card Activation system.
• PCMS
. IRIS
. Arcot
. ODS
Worked as Showroom Sales Executive and Showroom Sales Incharge.
Responsibilities:
•Working as Showroom In charge for various branches of LG E4U electronics Showrooms in Abu Dhabi region.
•Responsible for overall accountability for growing the sales and profitability throughout each area of showroom.
•Brand integrity and market awareness.
•Ensuring that the day to day operation of the showroom is efficient and effective.
•Driving operational, visual and customer service standards in store.
•Supervising teams to deliver KPI’s and compliance throughout the operation as well as delivering excellent standards of customer service.
•Ability to organize & priorities workload within retail setting.
•Effectively maintaining stock levels and ensuring the quality of supplies.
•Responsible to prepare details of expenses and receivables of Showrooms.
•Responsible for the service related matters of the customers.
•Responsible to prepare sales strategy for the month by targets and follow up with Showrooms Team.
•To check and prepare stock and sales reports reconciled with accounts and warehouse on a Daily/Monthly basis.
•Driving and maximizing the sales and profitability of showroom to achieve targets.
•Organizing, preparing and arranging promotional material and displays.
•Maintaining accurate statistical, financial and inventory records.
•Maximizing sales through effective merchandising.
•Leading by example in all aspects of the role.
•To keep an eye on competitors activity in the market and update the managers.
•Analyzing Market situations and recommend suggestions to the management.
•Uplifting Showrooms business by injecting new categories to the
•Looking after floats and reporting any discrepancies to area showroom manager.
•Work closely with Managements to develop different training programs for staff.
•Other duties included assisting with general customers queries and making sure that all available stock is always on display.
Worked as Sales coordinator/ Asst Administrator and promoted as Regional Sales Executive in PANPACIFIC ELECTRONICS (PVT) LTD. (Karachi, PAKISTAN)
Panpacific Electronics is the sole assembler and importer of SONY products in Pakistan.
Responsibilities:
•Planning sales strategy for related market/area.
•Assigning dealer wise targets & follows up for completion.
•Organizing dealer seminars & training sessions to get better response of sales from market.
•Analyzing market situation & recommend suggestions to higher management.
•Uplifting dealer business by injecting new categories to their business like handy cams, cyber shots & Vaio Laptops etc.
•To keep an eye on competitors activities like (prices, new models & schemes) in the market and update the Managers.
•To develop and maintain products display at each outlet
•Initiated dealer’s financial credit facility after evaluating each dealer credibility and payback reputation.
•To Coordinate with Accounts, Marketing and Sales Department
•Warehouse Controlling for deliveries to market.
•Delivery Reports processing.
•Responsible for the service related matters of the dealers.
•To prepare all the incentives, kickbacks and rebates /compensations for dealers.
•Heading Price Control Committee. (Monitoring all dealers whether selling at promise price or not, wholesale control, discourage dealer to sell baggage products, giving proper communication to customer or not).
•Work closely with Managements to develop different training programs.
Handling Accounts and Audits of FMCG, Textile, Productions, Hosiery, Transporters,
Builders, Importers, Exporters, and Service providers
Checking of Stocks and keep record of inventory.
Handling field force expenses.
Responsible to prepare details of expenses and receivables of clients.
Analysis, coding and entry of accounts receivable invoices.
To prepare Ledgers, Cash book, and Bank Reconciliation Statements
Effectively carried out Accounts, Sales and all client-dealing matters
Maintaining all personal policies and procedures and juniors hand books in a current manner.
Responsible for subordinates working behavior and seeing that the firm has the people they need in the required positions in a timely manner.
Done Audits and accounts of Exporters, FMCG, Transporters, Builders and Service providers.
Maintaining Sales and Accounting records of different clients.
Preparation and checking of sales records, Accounts, Audits, Sales thru data, Cash flow, Bank reconciliation, Inventory
Maintaining and prepare Cash Flow and Bank Statements.
Handling field force expenses. Dealing with Banks for day-to-day requirements. Responsible to prepare details of expenses and receivables of clients. Analysis, coding and entry of accounts receivable invoices. To prepare Ledgers, Cash book, and Bank Reconciliation Statements. To prepare stock and sales reports reconciled with accounts and warehouse on a daily, weekly and monthly basis. Responsible for subordinates working behavior and seeing that the firm has the people they need in the required positions in a timely manner.
I DONE MY BACHELORS IN COMMERCE