Head Operations Management & Service Planning
United Bank Ltd
Total years of experience :20 years, 11 Months
• Managing entire Contact Center & Customer Care Operations.
• Responsible for System Enhancement & Projects to give best experience
to our customers and customer service team.
• Devise strategies to divert the call volumes to self-service channels and digital app.
• Responsible for customer insights & analytics through Dashboards, Presentations, Incentives
& Performance packs and scorecard management.
• Providing immense and uninterrupted 24/7 operations support to Contact center.
• Maintaining high standard of Call Quality through strict monitoring & coaching.
• Responsible for all HR related matters like recruitment, inductions, ID management,
Settlements, Exit Interviews, Relationship management and Training & development.
• Managing all types of budget and expenses through strict monitoring.
• Responsible for monitoring and placing controls to give the best working environment.
• Handling all SOPs/SLAs preparation according to business needs and improvement.
• Responsible for SBP guidelines and policy compliance and internal/External Audits.
• Managing portfolio of corporate, commercial, SME & Agri, and providing different
data warehouse reporting according to Credit Risk management & business requirement.
• Managing various reports & presentation of BOD, Risk Management Committee, Portfolio
Review Committee, Board Risk & Compliance Committee and Central Bank of Pakistan.
• Managing and reporting entire bank’s eCIB (credit information bureau) of corporate,
Commercial, SME, Agri, Islamic and Consumer clients to State bank of Pakistan.
• Managing Centralized Limit, Markup, collateral and Data Management function of 21 Regions
For corporate, commercial, SME, Agri, Islamic banking clients.
• IFRS9 Successfully Implemented in UBL as key stakeholder & now Reporting smoothly.
• Managing & monitoring CAD’s Staff & Other Departmental operating budget vs expenses.
• Managing Silverlake Core Banking System (Symbols & LOS) development based on the
department needs, policy changes, prudential regulation changes and business requirement.
• Analysis of loan classification and Obligor & Financial risk rating.
• Providing complete support through various data management solutions to Basel-II, Finance,
Business, CRM and compliance for monthly, quarterly and half yearly reporting.
• Implementation of Credit Control Process through Identification, measurement risks and
suggest risk mitigation solutions.
• Ensuring that exposures are not at risk based upon their overdue, Covenants, collateral,
financial agreement, insurance expiries, Deferral & waivers & on stock inspections and
Pledge reporting grounds.
• Review and circulation of 100+ monthly/quarterly/fortnightly reports related to Credit Monitoring
& Maintenance, Portfolio and many other reports.
• Managing all CAD staff HR related matters (hiring, confirmation, settlement, relationship
management, trainings and performance management.
• Responsible for devising collections & recovery strategy and queue management for all
consumer & business clients’ products based on business needs, Group requirement and
economic conditions prevailing in the market.
• Responsible and managing all Collection & Recovery related MIS through SAS.
• Review monthly loan loss provisions and ensure these are in accordance with Bank's Group
reporting policy and central bank provisioning guidelines.
• Monthly NCL, Loan Impairment, Charge off and recovery forecasting.
• Capacity & ACR forecasting for all asset product in C&R (Risk).
• Lead from front in various financial initiatives such as cost management, valuations, product
profitability to improve the profitability of the bank.
• Preparation of Weekly/Monthly Decks of collection & Recovery performance.
• Proper measurement of cost benefit analysis against new strategies and performance.
• Preparation & submission of Portfolio, Performance, Recovery Metrics, dialer productivity,
was/is analysis and all other C&R MIS to Group by using SAS 9.2.
• Responsible for Collection & Recovery Scorecards (SAS Based) & Commission disbursement.
• Bureau based strategy implementation for improvement of recovery numbers.
• Developed MISs and implemented different strategies to maximize collection & recovery efforts
bringing accounts to current and reduce delinquency and loan impairment.
• Managing Running Finance/SME system conversation project from CWX to CACS.
• Responsible for all risk staff HR related matters, especially cost & performance management
• Responsible to setup a Branch Network Footprint and plan the milestone of implementation.
• Responsible to manage 1300+ branches Key Performance Indicator (KPI), monitor their performance and conduct the assessment with Regional and Branch level to improve their performance.
• Analyze the effectiveness of current branch networking & structure organization to support the Bank’s growth.
• Propose branches network plan (opening new branches, relocations, closing branches, upgrading/downgrading and realignment).
• Responsible to coordinate the implementation of the branches and ATMs network plan (find the location, negotiation with the landlord, tender and physical preparation, recruitments and submit the BI licenses)
• Managed Annual Branch Expansion Plan and opened 22 New Branches in 2014.
• Prepared & implemented new Branch Livery Manual as per the industry best practice.
• Responsible for Branch Procurement, renovation & CSR activities.
• Launched new system for branch rental & other expenses to manage centrally.
• Planning and executing marketing and advertising campaigns for deposit products.
• Responsible for analyzing International and Local Product features Comp Scan.
• Spearheading the launch of new products and propositions for new segments.
• Prepare and formalize Product Programs, Bank's Schedule of Charges, Banking Terms and Conditions, Process flows, SOP's, FAQ's and Forms and Customer stationery.
• Continuous monitoring on the segment & product visibility, service levels, process capabilities, competition practice, market trends and identify areas of improvement to ensure their efficiency and cost effectively or introduce innovative products
• Managed comprehensive MISs for USD 300 Mn consumer products portfolio of 300K customers
• Prepare delinquency reports cluster/regions wise with segments, deviation and income base and highlight risk areas.
• Preparation of budget/forecasts, performance measurement and variance analysis.
• Prepared & reconciled acquisitions & delinquency reports and NPLs performance for legacy portfolio and new relationship model for Board of Directors.
• Prepared Monthly MIS Reports, Regional Reporting and Identification of Risky Segments, deviation analysis, Net-Flows, Was-Is and ad-hoc analysis.
• Track & monitor monthly MPRs of consumer products and analysis of Revenues, Expenses and NFI identify the reasons of variances against budget.
• Conducting monthly business reviews for assessing progress of products and segments.
• Preparing MIS of all consumer products to monitor provisioning, charge-off and recoveries, against the pre-assigned targets.
• Ensured smooth functioning, from business perspective, of Core Banking (SunGard's Symbols), product processors (PRIME, Phoenix) and front-end loan origination systems (SunGard's LOS)
• Identify risk and opportunities, monitor performance of consumer asset products by credit reviews to measure their effectiveness, identification of gaps along with actionable information.
• Prepare Consumer Sales Commission & Product Related awards.
• Prepare daily logins, approvals and rejection performance of cluster & regions performance with target achievement & variances.
• Liaised with IT & Core Banking system team to ensure smooth functioning of systems from business aspect.
• Conducted various Consumer Credit systems UATs.
Key Responsibilities: • Responsible for SME and AGRI loans MISs and Portfolio Management.
• Formulate and Roll Out MISs to facilitate tracking and management of the Commercial Assets NPLs, Staff Monitoring and Individual Performance Tracking
On a daily, weekly & monthly basis.
• Preparing Resolution, MIB, Vintages, Penetration wise portfolio, presentations and reports for top management to highlight portfolio performance & risks aspects.
• Preparing and maintained monthly MIS packs and delinquency to play a critical role in making presentations for Credit Review on MOM basis.
• Highlight different regions for portfolio performance through assorted/numerous analysis to put RB Collections team in a pivotal position to effectively manage portfolio in their respective region.
• Reconciling of monthly, quarterly and annually provision numbers with RCAD MIS, CML Assets Team, AGRI Business and FINCON.
• Established a monthly expense review process. Highlight and resolve anomalies if any.
• Completely furnished all data requirements of Internal/External and SBP Audit.
• Responsible for overall Autos and Islamic Ameen Ijarah delinquent customer's collection calls from Bkt-1 to 6.
• Day to day basis Call Monitoring & Control within the standardized SBP calling parameters.
• Managing & Controlling Net Flows and delinquency in all buckets as per given assigned targets. Ensured minimizing provisioning and write-off.
• Communicate & correspond with cross functional units like COPS, TP & PR, and Business, field DRMs and FPU for proper & well-timed resolution of collection related issues.
• Coordination with IT and Altitude Team for daily updates and loading of accounts in all buckets and close monitoring of system and Avaya issues during calls.
• Manage individual performance on the basis of daily calling and resolution targets.
• Maintained minimum levels of delinquencies in respect of MID Range BKTs.
• Monitoring of collectors performance and provide guidelines on Fair Debt Collection Guide of SBP.
• Review account activity/updates of each collector through collection queues.
• Negotiate & deal with difficult customers /Cases through personal meetings.
• To ensure that skip accounts are identified at early stages and proper Skip tracing strategy is followed by respective officer.
• Maximize recovery through sending legal notices through lawyer and monitoring of reminders as well.
• Conduct regular training session for collection team.
• Conduct one on one sessions with staff and held regular monthly group session to apprise the staff about the business growth and collection performance.
• Monthly Capacity plan and ensure adequate hiring.
• Ensured monthly reconciliation of cash collected by field collector is done.
• Compliance to cash Handling Policy.
• Managed Dunning process is followed as per the documented process.
• Responsible for Credit - South hiring pertains to Collections, CIU, EAMU, FRMU and OLA.
• Preparation of GCL and Lagged delinquency targets for Collections.
• Preparation of Infra structure MIS, Org chart and capacity planning / ACR on monthly basis of Credit south.
• Quick response on customer complains related to collection issues and try to resolve them in minimum possible time by coordination with collection managers/ RCM.
• Responsible for Credit Marketing and alliances with banks, CITI Bank (SIP & Merchant Acquiring), Bank Alfalah (Merchant Acquiring), Habib Bank (Life Styles Joint Promotion), Union Bank (EPP & Other Promotions)
• Review and recommend the actions those need to be taken to recover overdue debts and to recover as much debt as possible from customers in administration or receivership.
• Ensure accurate and timely reporting and forecasting of recovery made, recovery expected and current debt position to fit in with daily, weekly and monthly finance processes.
• Responsible for Hire Purchase and Welfare (Corporate) Collections.
• Visit Company Owned showrooms and Exclusive Sales Agents for detail review of receivables to ensure collections and follow up on bad customers each month regarding overdue accounts in 30/60/90 and over 360 days.
• Manage Task Forces for group actions to recover bad debts.
• Identifying reasons for non-payment, resolving queries to the customer satisfaction and negotiating a positive outcome.
• Chase all outstanding debt to ensure targets are exceeded -Reduce aged debt to levels set by management.
• Checking of Hire purchase sales documents and compliance as per policy.
• Managed the team of Collections & verification Officers of All regions of Pakistan.
• Visit SINGER Owned shops for review Shop Managers on each month collection and sales targets review and monitor the credit risk checks for new loans.
• Preparation of all MISs Collection & Arrears Reduction Target each month for Area Managers.
• Responsible for HP marked installment loans of south zone.
• Day to day monitoring delinquency of accounts, and Collection Management.
• Dealing with CITI Bank, Bank Alfalah, Habib Bank, First Women Bank for credit Marketing promotions and alliances with Credit Cards.
• Designing of Brochures, Hoardings and Banners.
• Reporting daily status of Collections and Remittance to Credit Marketing Manager.
• Prepare Dealer Credit Limits and send them Collection targets on monthly basis.
• Follow up with Dealer Store Managers / Dealer Sales Manager and Area Managers for their monthly targets and current position of recoveries.
• Played a major role in recovery of write off cases of Singer Installment Products from HBL staff and make a process to deduct installments from their salaries.
GID (Genuine Intel Dealer) Management & Fund Management
• Directly dealing with Client (Intel Pakistan / Malaysia) with all the issues related to Genuine Intel Dealer Management.
• Responsible for dealer's Commission Cheques, their GID certificate, distribution of Brandings and Buntings nationwide.
• Managed Intel Reward Programs (Intel Seagate)
• Preparation of dealer Survey Reports,
• Overall control of inventory management and Quotations, Invoices and Purchase Orders.
MBA (Marketing) (3.5 CGPA)
Bachelor of Commerce