Senior Corporate Support Officer (Team Lead)
U Microfinance Bank Limited (A PTCL Group Company backed by e&)
Total years of experience :9 years, 5 Months
Leading a corporate support team in the onboarding of new clients, reviewing agreements, monitoring account openings, issuing debit cards, and managing disbursements of 76 clients.
Cultivating and nurturing high-quality relationships with both internal and external stakeholders, comprehending operational and business requirements to offer tailored solutions. Acting as a client advocate, proposing new internal initiatives or adjustments to existing procedures or policies to ensure seamless service delivery.
Overseeing the nationwide distribution of corporate client salaries and government disbursement projects ranging from 6 to 10 billion annually, conducting thorough data analysis prior to supervising salary disbursements into customers’ accounts.
Gathering, organizing, and presenting information essential for compiling departmental reports and other submissions for management, audit, compliance, and internal purposes.
Providing business support to deliver optimal solutions, managing turnaround times, and aligning with internal processes and regulatory standards to enhance customer satisfaction.
Supervising corporate team activities, assigning tasks to proactively address issues, ensuring smooth salary disbursements, and improving withdrawal experiences for clients.
Proactively addressing issues, resolving queries, and suggesting internal projects to enhance service delivery.
Continuously analyzing disbursement activities, forecasting limit enhancements, updating pricing, and ensuring adherence to service agreements with corporate clients.
Spearheading the development of end-to-end processes for the corporate support unit in alignment with regulatory standards and the bank’s standard operating procedures.
Generating reports for comprehensive analysis of disbursement data, business insights, client needs, compliance, and regulatory mandates.
Proposing and leading new projects and system enhancements aimed at improving the customer experience.
Formulating standard operating procedures (SOP) and terms of reference (TORs) for the corporate support unit in accordance with State Bank of Pakistan (SBP) regulations, obtaining approval from senior management to integrate it into the branchless banking operations internal manual.
Managing workload efficiently by operating at both maker and checker levels within the system, ensuring tasks are initiated and supervised as required.
Conducting data analysis, facilitating account limit enhancements, overseeing client account openings, and executing salary transfers while performing real-time reconciliations.
Handling regulatory reporting responsibilities and maintaining regular documentation, dashboards, monthly presentations, and annual reports, for submission to senior management.
Correspondence with nationwide wide branches and addressing the queries, resolving issues and providing support required in branchless banking operations.
Responding to customer complaints received via emails, calls (in Complaint Management System) or through branches.
Review of customer’s account opening requests and creation of account in system of all requirements from regulator is fulfilled.
Limit enhancements of accounts as required by customer according to the income proof and KYC.
Providing assistance to branch staff for better customer experience and ensuring the timely resolution and responses.
- Testing and roll out of new processes, identify bottlenecks in existing processes and suggest remedies to align processes with best market practices.
- Handling of complaints received via CMS and emails and preparation of shift wise, daily and monthly working reports.
- Declaration of all planned and unplanned outages, system up gradations and developments in services to ensure smooth business flow.
Provide excellent customer services while in contact with customers over the telephone in accordance to the defined SOPs
Achieve assigned quantitative targets effectively as per predefined parameters
Communicate effectively and efficiently, while handling customers online and display strong and effective call management techniques