Product & Service Quality Manager
mashreqbank
Total years of experience :19 years, 7 Months
(a) Launched “Bundled Package” increasing Salary Transfer customers and Retail Asset book size to QAR 1Bln
(b) Branch Empowerment - Instant Debit & Credit Card issuance and delivery in 45 minutes
(c) Quick Account Opening & Loan disbursement for Branch and Direct Sales staff in 1 day
(d) Launched Cash and Cheque Deposit Machines in Branches and off-sites
(e) Given additional responsibility to manage Service Quality Department with an enhanced scope of branch operations, complaint management and development of Process for Retail Banking Group
(f) Dedicated resource to launch “Al Dhameen” SME Lending products
(g) Launched Bancassurance products translating insurance income of over QAR 1MM
(h) Reduced monthly loan & account opening rejections down by 50% and 45% respectively
(i) Work on advertising and branding of Mashreq Bank products and services
(j) Representation and implementation of “Lean Banking” in Retail Banking Group - Qatar
(k) Process development and existing process re-engineering to reduce TAT and drive efficiency
(l) Develop product strategy with Retail Banking Group Head to increase deposit base in all Liabilities and Wealth Management Products
(m) Coordinate with Sales Head and re-align business plan & sales strategy development
(n) Coordinate with related functions (Credit, Risk, Operations, Sales, Service Quality, etc.) for implementation of marketing strategy & meeting of financial/non-financial targets
(o) Additional responsibility given because of experience in Pakistan to work on provisioning and delinquency management
(p) Developed a robust strategy to reduce cheque returns due to insufficient funds
(a) Launched Islamic Auto Finance and product variants in Islamic Housing Finance making it the most profitable Business in RBS(Pakistan) of Financial Year 2008
(b) Worked aggressively with Head of Sales and Consumer Banking Head to develop acquisition strategies with monthly net booking of PKR 50MM
(c) Portfolio Management: Islamic Housing & Auto Finance (Diminishing Musharakah and Ijarah mode of financing)
(d) Prepared Business P&L bifurcating at product level to help the core business
(e) Annual preparation of Product Programs for Islamic Home & Auto Finance
(f) Update region with all Islamic Consumer Finance project tracking on a monthly basis
(g) Develop and update Islamic Consumer Finance website
(h) Worked closely with Consumer Banking Head on monthly business review and strategies
(i) Developed annual Business Strategy, Financial Forecasting & Implementation to increase book size· Streamline Ijarah (Leasing) Portfolio (Autos and SME) finances & operations
(j) Increased deposit base by giving an enhanced role to Direct Sales Team
(k) Reduced portfolio delinquency by 8% within 6 months for Islamic Home Finance
(l) Reduction in direct and indirect cost for Islamic Retail Business by PKR 24MM per year
(a) Increased Personal Loan portfolio utilization from 56% to 62% within 1 year and increased book size through acquisition strategies by PKR 2Bln
(b) Effective launch of “Credit Protection” Insurance product on Personal Loans portfolio
(c) Aggressive work done on Non utilized loan accounts
(d) Portfolio Management & Analytics (analyzing the portfolio health, areas and segments that have potential for acquisition, system development customization, delinquency management
(e) Market Expansion in 6 new cities
(a) Acquisition strategies & spend campaigns on Credit Cards
(b) Financial analysis for propositions initiated for Personal Loans & Credit Cards
(c) Worked on the launch of Debit MasterCard for the Bank
(a) Process flow re-engineering for Personal Loans and Credit Cards
(b) Key Service Indicators- monitoring & reporting detailed countrywide analysis
(c) Complaint monitoring countrywide· Training-countrywide to all touch points
(d) Conducted Mystery shopping
(a) Servicing Loans and Cards customers
(b) Cross-sold various products Liability, Bancassurance products, Personal Loans & Credit Cards
May 2004 – Aug 2004 Bank Alfalah Limited-Pakistan Internship – Operations, Trade Finance, Commercial Credit & Branch Banking