Customer Service Manager
BankIslami Pakistan Limited
Total years of experience :16 years, 4 Months
To manage & control processing of general banking activities to ensure that policies, procedures and delivery standards are met, which ultimately should reflect in satisfactory audit rating and acceptable level of customer satisfaction.
Responsible for assisting Branch Manager in ensuring customer satisfaction and retention through proactive customer service techniques such as providing of services and resolve customer issues promptly.
Interact with walk-in customers to understand their needs and offer product & services accordingly. Also providing financial solutions in terms of investing their assets with offering suitable rates.
To ensure that the customer services to be at the best level. Ensuring that the queries to be responded in well efficient manner along with the smooth internal operations of the branch on day to day bases.
Responsible for effective compliance of all H.O, SBP prudential regulations, NAB and other regulatory circulars, OPM, SOP, AML & KYC policy, Internal compliance and HR Manual.
Exercise strict controls to avoid any financial loss to the Bank also ensure that no adverse comment is received during review / inspection by QAU, Compliance, Internal / External and SBP Audit.
Recommend assignment of appropriate access levels to the system users within the branch as per matrix.
Ensure that customer queries and complaints are resolved in a reasonable time depending upon the nature of the complaint.
Be fully conversant and controlling with Anti Money Laundering and KYC policy of the bank in order to track and report suspicious transactions to “Money Laundering Reporting Officer” of the Branch.
Ongoing coordination with Internal/External auditors in order to maintain compliance adheres to SBP Policies, Procedures, Controls and Measures suspicious transactions to “Money Laundering Reporting Officer” of the bank.
Responsible to identify any potential risk related to business operation and provide solutions to Area manager/bank’s management.
Assist customers in their banking transactions to ensure process efficiency and implement measures to improve productivity constantly.
Help marketing units to meet their business targets by providing proactive operational support.
Be fully conversant and controlling with Anti Money laundering and CDD policy of the bank in order to track and report disbursement vouchers and ensure expanses are approved as per delegated authority.
Ensure that customer queries and complaints are resolved in a reasonable time depending upon the nature of the complaint.
Ensure that all periodicals MIS are prepared accurately and sent to related departments within turnaround time.
To manage the relationships between the customers and Soneri Bank Ltd in regards to the customer services being provided, and to ensure smooth process of building the relationship with the customer.
Responsible for providing value added services, accurately, efficiently and within the establishment turnaround time.
Document and standardize procedures in line with Bank’s policy which would cover all necessary information including Service Delivery standards, their measurement, productivity statistics, and exception reports.
Recommend assignment of appropriate access levels to the system users within the branch as per matrix.
Responsible for effective compliance of all H.O, SBP prudential regulations, NAB and other regulatory circulars, OPM, SOP, APPM, CM, ADM, AML & KYC policy, Internal compliance and HR Manual.
Be fully conversant and controlling with anti money laundering and CDD policy of the bank in order to track and report suspicious transactions to “Money Laundering Reporting Officer” of the bank.
Responsible to identify any potential risk related to business operation and provide solutions to Area manger/bank’s management.
Assist customers in their banking transactions to ensure process efficiency and implement measures to improve productivity constantly.
Manage & control processing of General Banking activities to ensure that Policies, Procedures and Delivery standards are met, which ultimately should reflect in satisfactory Audit Rating and acceptable level of customer satisfaction.
Checking of cash before day-end related to computer reports and maintenance of related record.
To direct & control the operation of Cheques books, ATM Pin Mailers & Codes, Lockers issuance.
Processing of all major cash withdrawal, deposits related transactions, inward clearing, outward clearing, transfer instruments, speed cash, TT and PO/ DD.
Certificate of Participation on Anti Money laundering & Customer Due Diligence (CDD)
Processing of ATM replenishment and Daily Balance check, have complete knowledge of all functions of (NCR Machines).
Responsible for preparing all reports related to cash are submitted to the CPU within time frame in accordance with the SOPs and SBP formats.
Provide adequate and effective control, security and back-up for all programs and data files.
I have done Master in Business Administration in Major of Management Information Systems
I have completed my B. Sc (Hons) in Computing and Information Systems from College of Digital Sciences affiliated with London Metropolitan University NCC/UK.