CUSTOMER SERVICE MANAGER (OPERATIONS MANAGER)
BankIslami Pakistan Limited
Total years of experience :17 years, 5 Months
As a Customer Service Manager (Branch Operation Manager)
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" Acts As Legal Compliance Officer Of AOF Dept.
" Monitoring And Supervision Of Account Opening Process.
" Ensure That Accounts Are Opened With Zero Discrepancy.
" Ensure That Accounts Are Opened As Per Bank Policy And
" Are In Compliance With Prudential Regulations M-1 And M-2.
" Ensure That Letter Of Thanks, Cheque Book And ATM Card Of
Customers Are Timely Issued By Concerned Department.
" Dual Custodian Of Security Stationary Of Bank.
" Follow-Up Regarding Customers Complaints.
" Accounting and Finance (General Banking)
" Authorization Of Financial Transactions And Non Financial Record
" Implementation Of Service Quality Standards
" Reconciliation And Balancing Of General Accounts Of The Branch.
" Zakat Exemption And Deduction Reconciliation.
" Ensure Regulatory Compliance And Strong Internal Controls.
" Submission Of Multiple Reports As Per Defined Frequency.
" Supervision Of Locker Operations -issuance/Surrender/Breakage
" Monitoring And Supervion Of Clearing, Collection, Stop Paymnet, Account Activation, Duplicate P.O Order Issuance, Release Of Decease Accounts Funds, And Andom Review Of Daily Vouchers.
" Monitoring Daily Branch Security Measures.
" Timely Submission Reports/Data Or Any Information To SBP.
" Issuance of Letter of Guarantee
" Ensure Proper Record Keeping As Per Bank Policy.
" Effective Communication With Internal Or External Auditors.
" Timely Submission Of Branch Audit Compliance Report.
" Train And Motivate Staff For Their Career Development & Growth
" Deposit Mobilization And Cross Selling.
" Maintaining Good Relations Within & Outside Of Organization.
“Accounting, Customer Service, Operations, Compliance, Finance and Branch Administration”
•Maintain appearance of staff / facilities.
•Provide well managed, competent / customer-oriented staff.
•Participate in community affairs in catchment area.
•Manage and maintain a team of top-quality CRMs and support staff to gain the perception of having the best PrB personnel in the market.
•Acquire new business through marketing/solicitation effort.
•Expand on existing customer relationships.
•Refer potential customers to other units.
•Weekly meeting to review past week result, plan and set focus for coming week.
•Provide accurate transaction, services within efficient guidelines.
Provide account maintenance support.
•Customer retention.
•Provide top quality service to customers.
•Provide financial services information.
•Solve customer problems/queries.
•Manage costs.
•Generate revenue through sales volume, customer acquisition, retention, relationship enhancement and new market segment penetration.
•Create a positive and energetic working environment.
•Build a strong and capable working team.
•Develop staff for succession plan with the support of HR.
•Ensure all security measures are in place .
•Ensure compliance of Management Manual, Operating Manuals and Bank's laid down procedures.
•Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
•Comply with all relevant policies and procedures covering regulatory, local and group requirements.
•To ensure that control procedures outlined in various BOCs or Procedure Manuals are fully implemented, and ensure staff compliance with the same.
•To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities.
•Branch's service standard to ensure quality, excellent and responsive service is being provided to customers.
•Branch's operational compliance & efficiency and expenses control.
•Branch's staff motivation and training/development.
•Branch's business referral capabilities.
•Effective Communication within and outside of organization
•Timely submission of reports to concern authorities.
•Effective management of cash and operational issues.
I worked in multiple position during my career at UBL.
* Branch Customer Service Manager (Last 6 Months)
*Customer Service Representative (7 Months)
* Coordinator to District Customer Service Manager (6 Months)
*Supervisor/Operation Manager (1Year)
*As a On Job Trainer (OJT) (On Special Assignment)
