Omaer Zoberi

Initiating the Service Quality Function at SIB. Responsible for executing the following: Process Flow Documentation, Quality Measurements, Process Improvements, Customer Satisfaction Surveys, Mystery Shopper Surveys, Quality Workshops & Trainings, Management Information Systems.

Process Improvements: Working towards the implementation of Lean management systems for the bank in line with the recent realigned focus of the
organization towards Customer Centricity.
Measurement Systems: Currently engaged in a measurement system development exercise for the services undertaken within the organization.

Program Governance: Reprioritized role for implementation and monitoring of the program AOM (Alternate Operating Model) governance to ensure adherence
to tasks and timelines for Centralized Account Management and Client Services. Tasks involve managing HR resources, training resources and technology
readiness for the transition.

MIS & Workflow Management: Managing a team of MIS analysts and responsible for developing and maintaining an effective MIS reporting system, which enables close monitoring of CS activities. Development and management of workflows within CS to ensure the smooth processing within the unit.

CRM Implementation & Management: Solely responsible for CRM development and implementation in Client Services from Business Operations. Further responsible for management, training and troubleshooting of ongoing issues within CRM. Part of the design team of CRM.

Evaluation Mechanisms: Built and implemented an integrated measurements system where findings evaluate and measure individual performance of staff, through performance scorecards.
 Drive behavioral change through the implementation and monitoring of these individual scorecards / evaluation mechanisms within the various functions of Client Services (Inquires / Complaint teams).

Internal Controls: Analysis and review of current performance against the benchmarks to highlight areas of improvement.
 Developed and implemented internal department controls and performance matrices.
 Developed CS Unit manuals & SOPs for all functions of the unit.

Service Level Agreements: Developed and implemented SLAs with business units and support departments in order to ameliorate the Complaint resolution process.

Project Management: Responsible for managing and conducting the operations trainings and walkthroughs for Branch staff. Conducting branch road shows to train branch staff on CRM & Client Services functions. Corporate remittances streamlining, and implementation of new systems / system variants within the unit.

Development of the Customer Relations Team: As team leader, responsible for Managing and Developing the Customer Relations Unit. This included:
 Hiring, training and development of Customer Relations Team
 Implementation of standard benchmarks for Complaint Resolution

Process Flow Documentation: Documentation of all product processes of Consumer Banking. This includes:
 Document control and standardization of processes.
 Circulation of process documents to all stakeholders
 To ensure implementation and compliance of these processes.

Quality Measurements: Incorporated key Service measures and policies for all products of Consumer & Commercial banking. This includes:
 Developing service measures for key steps of product processes.
 Setting standard benchmarks for each area’s activities.

Process Improvements: Worked towards effective re-engineering / improvement of Consumer and commercial banking processes, This includes:
 Highlighting of bottlenecks as proposed areas of improvement

Customer Satisfaction Survey: Implementation of an in house Customer Satisfaction Survey:
 Design & Development of Survey form as per SBP guidelines
 Implementation of the survey countrywide for retail banking group.

Mystery Shopper Survey: Designed & implemented an in-house Mystery Shopper Survey, implemented countrywide for Retail Banking.

Quality Workshops & Trainings: Development and delivery of “Service Quality Workshops” to consumer banking staff, which included development of training modules for Consumer Banking Products.

SQA MIS Pack: Automated and standardized all reportings made by SQA for monthly Service performance.

Customer Service Campaign: Conceptualization and execution of the First “Customer Service Campaign” at MCB rolled out in 15 cities and 337 branches countrywide.
Largest service campaign to be rolled out in the country by a financial Institution.
Primary theme to motivate and reward staff, on services provided to Customers (Internal & External)

Complaint Resolution Unit: Development of policies and SOPs for the Complaint Resolution Unit:
Acquiring and adaptation of a new Complaint Management System for MCB.

Development of the Problem Resolution Team: As acting team manager, responsible for Managing and developing the Problem Resolution Unit.

Quality Measurement: Incorporated Service measures and policies in the development of Process manuals for all products launched by the Consumer Bank.

Evaluation Mechanisms: Built and implement an integrated measurements system (ABU) where findings are used to evaluate and measure individual
performance of staff. Drive behavioral change through implementation of individual scorecards / evaluation mechanisms.

Internal Controls: Analysis and review of current performance against the benchmarks to highlight areas of improvement.

Root Cause Analyses: To conduct Root Cause Analyses of recurring Customer issues and highlight bottlenecks and areas of concern for the business.

MIS: Responsible for maintaining an effective MIS reporting system, which enables close monitoring of SP & PR Unit activities, as well as reporting of
department progress to management.

Service Level Agreements: Developed and implemented SLAs with business units and support departments and conducting regular reviews and continuous improvements to agreed SLAs.

Product readiness checks: Organize, lead and conduct quality audit checks to ensure readiness of product launches and ensure that SLAs are met as
reported by the business support units.

Development and implementation of marketing strategies to maximize the use of Alternative Banking Channels (ATMs, Phone banking, e-statements, mobile phone banking & debit cards).

Handling Customer queries: providing accurate account information to existing customers and resolving customer complaints.

Development of customer bases: Solicitation of potential customers and cross-selling of products to existing customers.

Quality Indicator Monitoring: Coordinated the monitoring of SQ indicators and complaints of all branches.

Customer Satisfaction Survey: Conducted CSS for Priority Banking to identify areas of improvement.

Personal Development Plan (PDP): Facilitation of the PDP in highlighting training needs of staff.