Resume

Sign in

Manager Customer Service

Location:
Lahore, Punjab, Pakistan
Posted:
November 22, 2018

Contact this candidate

Resume:

SYED NADEEM ANWER

House No. * Tariq Block Canal Bank, Lahore, Punjab 54810 • 092 42 36557960- 033******** • ac7rph@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced Professional Banker professional with strong leadership and relationship-building skills. Proficient Assistant Underwriter successful in preparing documents, answering customer questions and entering data into computer programs. Familiar with ordering supporting reports, completing required documents and preparing marketing materials. Ready to offer 25 diversified years of experience to a challenging position with room for advancement. Dedicated to enhancing underwriting department operations with an analytical and disciplined approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to customer inquiries.

To build my mark in a progressing organization through my knowledge, skill and existing abilities with the problem solving and solution oriented approach as I have more than 25 years of diversify experience of both Internationally and local reputed organizations. CAREER AIM To be associated with a Bank/institute where both leadership and team work is appreciated. I am therefore aspiring for a position that builds on my skills and experiences in the field of Banking & in other fields will also beneficial after attaining training/orientation/presentation of one month or less as I have outstanding record in my professional banking career.

I have also conduct Training/Seminars, Workshops on Banking Operations Manual cover more then 60 topics about banking, retail banking, commercial Banking, to the new/old professional bankers/intend to bankers.

I have also privilege to work outstandingly in Data processing, Data mining, data formatting. And have vast experience in Excel, Word processing, Microsoft Office etc.

Conduct In-house training in MS Excel, MS Office.

In spite of my banking experience I have 9 years of Experience of Data controller/computer operator.

Due to my commitment with work and dedication and also experience in training/data processing I start work with my own as freelancer and train the trainee/complete the task relates to data on Excel and Word since 2014. EXECUTIVE SUMMARY With more than 24 years of experiences in the field of Banking both foreign and local banks/WAPDA/TRAINER I am well versed with changing Banking needs and trained the trainees. Major STRENGTHS - Ability to perform under pressure. Good communication skills, accept challenging assignments. Strong Team player and having self-initiative drive. Systematic in work style, assertive and ambitious. Perseverance and strive to achieve a very high standard to task in hand. WELL VERSED In banking operating system MYSIS, EQUATION, TEMINOS, EBBS, T-24 Havevery good working experience in MS Excel and MS Word.

SNAPS OF TRAINING & COURSES DURING PROFESSIONAL CAREER.

-Telephone Ethics Business

-Communication Control Your Aggression(BOB URIC HICK).

- Managing Services Business writing skills.

- Teller Excellence Managing Stress for Enhance Performance.

- KYC / AML Stress Management

- COIN STAR/WESTERN UNION/DEX/PRI (INWARD REMITTANCE) ATM Replenishment

- ENHANCED DUE DILIGENCE.

- Quality service both internal & external customer.

- Training in Banking Systems (Equation (My sis), EBBS, Bank Smart, T-24.

Skills

Proficient in windows environment, sufficient knowledge of Microsoft Office, ability to meet deadlines under diversifying conditions & quality to work as a team, Conduct in house training courses of Microsoft Excel, word. And also trained the trainee, conduct in house training sessions on banking topics (operational procedures for more than 60 topics to internal customers.

ALPHA, AS-400, ATM, Balance, banking, business development, business plan, cash management, CPU, credit, credit risk, client, clients, customer satisfaction, customer services, Customer Service, Data Processing, Data Mining, financial, focus, general ledger accounts, Government, graphs, HR, mark, market development, meetings, MCSE, Microsoft Excel, EXCELL, MS Excel, Excel, Money, Microsoft Office, MS office, Office, windows, 2000, word, MS WORD, peak, performance appraisals, policies, proposals, Punjabi, quality, relationship management, reporting, sales, securities, SILK, spreadsheets, tables, telephone, treasury, underwriting, Urdu, workflow.

Product testing

Interpersonal and written communication

Debugging proficiency

User interface understanding

Conflict resolution

Process implementation

Team liaison

Data management

Inspection reviews

Public speaking

Data entry Clerical support

Extremely organized

Self-motivated Team leadership Skilled in [Software]

WORK HISTORY

TRAINED THE TRAINEES/Banking Trainer/Free Lancer, 08/2014

Self Employed – Lahore, Punjab

Since 2014 I take initiate and s tart my own work as trainee / freelancer in which I have the privilege to Train the trainees about banking operations, Banking Systems Like AS-400, Mysis, EBBS, T-24,and also working on different projects on Excel and MS word as a freelancer.

Conduct the lectures on banking Operations procedures cover more than 100 topics.

Trained the trainees banking operational.

Training conducted on customer services/telephone ethics/KYC.

Overview of various banking systems i.e.

Mysis, Bank Smart/EBBS & T24.

Training conduct on compliance & audit.

FREELANCER (EXCELL & MS WORD.

Making of Large spreadsheets/Accounts/Finance.

Tabulation Work.

Regression Analysis.

Making of Reports.

Data Processing.

Data Mining FREELANCER (EXCELL & MS WORD.

In spite of training have handle and complete the task In Excel, MS Word,.

Professionally handle the task of Data Operator.

Data handling, data processing, data formation in excel and word perform quite handsomely.

Responded to customer requests via telephone and email.

SENIOR BRANCH OPERATION MANAGER,

Area Head Coordinator 2013 to 07/2014

Silk Bank Limited – Lahore, Punjab

Have coordinated the sales/operations matters of different branches under the domain of Area head.

Most focused on customer and due to strong commitment towards customers have able to generate 50M deposit within 1 year of span due to best customer service.

Ensure implementation of Business Continuity Plan as per policy.

Conduct trainings on KYC/EDD.

Ensure KYC policy in true spirit.

Ensure smooth cash management with the coordinate of Main Branch.

Ensure Error less account opening process in the branch.

Ensure that replenishment of ATM is up to mark and as per policy, and facilitate the customer without any delay.

Refreshers and In-house trainings conducted on operation manual procedures.

Copied, logged and scanned supporting documentation.

Assisted various business groups with document organization and dissemination during acquisitions.

Analyzed departmental documents for appropriate distribution and filing.

Researched and updated all required materials needed for firm and partners.

Responded to customer requests via telephone and email.

Created and built firmware to test associate hardware.

Performed initial client assessment and analysis to begin research process.

SENIOR BRANCH OPERATION MANAGER / SILK BANK,

Coordinator Of Area Manager/Acting Area Head, 11/2011 to 02/2013

Lahore, Punjab

In 2011 I have been elevated as a senior Branch Operation Manager as AVP of ALPHA branch having portfolio of above 2.5 billion branch.

Initiated two key partnerships which resulted in 54% revenue growth.

Produced ad hoc reports and documents for senior team members.

Implemented marketing strategies which resulted in 12% growth of customer base.

Supported Chief Operating Officer with daily operational functions.

Analyzed departmental documents for appropriate distribution and filing.

Assisted various business groups with document organization and dissemination during acquisitions.

Managed design of dynamic widgets focused on customer.

Acting Branch Manager /Retail Banking,

OPERATION MANAGER, 04/2009 to 07/2011

Silk Bank – Lahore,

In respect of duties of BOM I have been coordinated the area matters of the 5 branches under the domain of area office additionally.

Improve service quality standard with smooth and impeccable.

Conduct in house training sessions in the field of Operational Manual.

Conduct trainings on KYC/Compliance.

Responsible to maintain Branch Operations.

Responsible to maintain high level audit standards, Anti Money Laundering preventions norms in branch.

Being the head of securities of the branch, ensure that all the security equipment operational and up to the mark.

Reconciliation general ledger accounts and report to accounts department.

Being an acting branch mobilize the sales team to enhance deposits.

Monitor the sales targets assign by the management.

Visit the Customers and enhance the deposits.

Analyzed departmental documents for appropriate distribution and filing.

Produced ad hoc reports and documents for senior team members.

Obtained documents, clearances, certificates and approvals from local, state and federal agencies.

Copied, logged and scanned supporting documentation.

Implemented marketing strategies which resulted in 12% growth of customer base.

Verified data integrity and accuracy.

Performed initial client assessment and analysis to begin research process.

Coordinator of Regional Manager,

Standard Chartered Bank 09/2007 to 04/2009

Lahore, Punjab

Ensure the branch and vaults are opened d and closed on a timely basis.

Facilitate teller buys and sells to the vault.

Handling the Portfolio More than 1 billion government securities/investment.

Assist new tellers with training.

Keep staff informed of pertinent changes in operational policy and procedures.

Prepare teller performance appraisals and disciplinary notices as required.

Maintain and test alarms and other security devices.

Facilitate meetings to disseminate operational information.

Reporting to Head of Branch Operations as Operations Manager.

Responsible to maintain Branch Operations.

Responsible to maintain high level audit standards, Anti Money Laundering preventions norms in branch.

Improve service quality standard with smooth and impeccable.

Processing of financial transactions as per procedure.

Balance and trouble shoot ATM/Debit Card concerns.

Enforce dual control procedures at all times.

Audit teller drawers.

Maintain monthly branch efficiency logs.

Oversee teller duties and assist line with customer transactions during peak periods.

Schedule tellers for adequate coverage at all times.

Perform pre-audits to insure ongoing adherence with compliance procedures.

Keep educated on all deposit, business, and consumer loan products.

Maintain adequate supplies at the facility.

Timely and accurate submission reporting to State Bank of Pakistan.

Compilation of reporting Data of 7 branches under the domain of Regional Operations Manager for onward submission to Head Office.

Reporting of FX to treasury.

Branch Operation Manager,

Union Bank Limited(Central Processing Unit) 09/2005 to 04/2009

Lahore, Punjab

Entered details such as payments, account information and call logs into the computer system.

Responded to customer requests via telephone and email.

Analyzed departmental documents for appropriate distribution and filing.

Produced ad hoc reports and documents for senior team members.

Developed new process for employee evaluation which resulted in marked performance improvements.

Copied, logged and scanned supporting documentation.

Improve service quality standard with smooth and impeccable.

Processing of financial transactions as per procedure.

Keep staff informed of pertinent changes in operational policy and procedures.

Refreshers and In-house trainings conducted on operation manual procedures BRANCH, / SILK BANK (Fortress Stadium Lahore), Manage and direct the team's growth and profitability with extensive focus on relationship management, client retention and business development activities.

Execute a business plan consistent with the financial and market development goals of the bank.

Manage a portfolio of relationships providing consultative advice on products and services to meet client needs and enhance and expand banking relationships.

Responsible for maintaining high quality deposits and loans with the support of underwriting, portfolio administration and cash management functions.

Manage and oversee workflow of the team with overall accountability for the effectiveness, productivity and level of employee satisfaction and performance as a team.

Ensure compliance with regulatory requirements and with the bank's policies and procedures.

Handling investment portfolio of more than 2 billion PKR.

Handle the clearing centralization of 25 branches in CPU.

Also handle the Data Reconciliation of 25 branches.

Reconciliation/audit/compliance.

Worked directly with Clearing, Collection, and Remittance to achieve targets.

Analyzed departmental documents for appropriate distribution and filing.

Initiated two key partnerships which resulted in 54% revenue growth.

Responded to customer requests via telephone and email.

Customer Service Officer, OFFICER OPERATIONS, 01/2002 to 09/2004

TEAM LEADER Union Bank Gulberg Lahore Government Securities – Lahore, Punjab

Handle the portfolio of government securities / Investment above two billion.

Handling Cheque Books more than 14 thousand clients for effective customer service.

Handling ATM cards of more than 14 thousand clients.

Also handle the quires regarding balance/stop payment/statement of accounts etc.

Banking System In charge handle the staff quires regarding banking systems (Equation), / Emirates Bank International Lahore.

Implemented marketing strategies which resulted in 12% growth of customer base.

Entered details such as payments, account information and call logs into the computer system.

Created boardroom and courtroom multimedia presentations including video and text- sync’d depositions for enhanced understanding.

Researched and updated all required materials needed for firm and partners.

Verified data integrity and accuracy.

Responded to customer requests via telephone and email.

Analyzed departmental documents for appropriate distribution and filing.

CUSTOMER SERVICES OFFICER/ITN Coordinator, 07/1997 to 09/2001

Emirates Bank International – Sialkot, Punjab

Being an customer services officer I have been working entire satisfaction of both internal as well

external customer, I join Emirates Bank in July 1997 and within the span of 6 month I got my first

promotion in March 1998 and also won the Quality Service Award in April 1998, In August 1998 I have

been awarded by the Letter of Appreciation from the Country Head of Emirates Bank International (Mr.

Kevin Flannery), due to my commitment with work and dedication I have been awarded Employee of

the year award in 1999. In spite of duties as a customer officer I have been working additionally as HR

coordinator, ITN coordinator.

Verified data integrity and accuracy.

Copied, logged and scanned supporting documentation.

Analyzed departmental documents for appropriate distribution and filing.

Computer Operator/Data Processor, 08/1988 to 07/1997

Water & Power Development Authority – Lahore, Punj ab

Ran various machines such as desktops, printers and s plotters.

Performed continuous checks on various data access types, such as user logins and file permissions.

Generated Daily/monthly reports covering details such as Customer oriented.

Monitored servers and escalated emergency issues.

Being an Computer Operator I have the privilege to operate Latest equipment in Wapda i.e. Laser printer, HP plotter, Cartridges drive etc. and have the expertise making tabulation work

particularity making of Dams report of more than 1000 dams in India and Pakistan assign by

Management.

EDUCATION

CERTIFIED SYSTEM ENGINEER FROM MICROSOFT (MCSE): NETWORKING, 1999

Microsoft - America

Master of Arts: ECONOMICS FROM, 1997

UNIVERSITY OF THE PUNJAB - Lahore Pakistan

Master of Arts: POLITICAL SCIENCE, 1995

FROM UNIVERSITY OF THE PUNJAB - Lahore Pakistan

Personal Information

Married

References

REFERENCE: will furnish on request.

Interests

PERSONAL VITAE, Date & Place of Birth August 17, 1968 Father Name Syed Anwar Ali Marital Status,

Nationality Pakistani C.N.I.C 35201-0361263-3

Languages

Language known Urdu, English, and Punjabi

Additional Information

In spite of Senior Manager Operations, have also work as Branch Manager more than 3 years. Have

Also performed as a Acting Area Head. Being the Coordinator of Area Head has also gain

Experience under control the 7 branches under the domain of Area Manager. ACHIEVEMENTS

Letter of appreciation awarded by the Country Head of Emirates Bank International 1998.

Employees of the year award Emirates Bank International 1999 Got outstanding category in annual

appraisal Emirates Bank 1999 &2000 I got the scholarship from Emirates Bank International for

MCSE (MICRO SOFT CERTIFIED PROFESSIONAL SYSTEM ENGINEER) & SUCCESSFULLY

COMPLETED THIS COURSE IN 1999 Personality of the night award in annual dinner (Emirates

Bank International 2002 QSC (quality service award) 1998 as I have the privilege to entertain both

Internal & external customers best service provider. Four consecutive promotions in 2004, 2005,

2006 in Union Bank & 2007 in Standard Charted Bank.

Accomplishments

Used Microsoft Excel to develop inventory tracking spreadsheets.

Collaborated with team of data team in the development of Mail merge Letter send to 14000 clients.

Supervised team of 40 staff members in various departments i.e. Clearing, Audit Trail, Data

Processing, Local Collection, Government Securities/Investment, Foreign Collection.

Resolved product issue through consumer testing.

Documented and resolved Customer related issue regarding service which led to deposit mobilization more than 50M.

Increased sales 20 % over span of 5 months.

Worked directly with various departments like operations.HR, ITN, Consumer for the betterment of Institute and for the clients and for achievement of set targets.

In the professional banking career 16 years got 8 promotions almost every next year got promotion including 4 consecutive promotion in 2004,2005,2006,2007.

After join Emirates Bank International I got three awards i.e. Quality Service Award (Best service provider both Internal & External Customer in April 1998), Letter of Appreciation Awarded by the Country Head of Emirates Bank International in August 1998 & Employee of the year award in 1999. In 1999 I got scholar ship from bank and complete my International certification(MICROSOFT CERTIFIED SYSTEM ENGINEER) Another achievement in my credit that I have won the personality of the night award (Best dressing award in 2002). Which shows that due to my commitment with work and dedication I got various distinction in the field of Customer Service, Working, Dressing, Technical qualification, Banking qualification as I won all the awards Best worker, Best dressing award, Best service provider award and best excellence scholar ship.

I have also trained the staff in Microsoft Excell and Microsoft Word to the new / old staff members.

Since 2007-2014 i have trained the Bank officials/Officers about Banking operations Manual cover more than 80 topics.

Accomplishments

Respected Sir,

As I have already mention in my CV that I have the privilege to get Maximum work in Minimum time

And resources. In my Professional Banking career I got 5 distinctions and 8 promotions in the period of

16 years which shows the commitment and dedication of my work I am a strong player of team work.

I have also vast experience to train the trainees in MS Excel, MS Word, and also conduct the training in

Banking Operations Procedures cover more than 80 topics.

I have also working experience in Investment/Government Securities and having the experience of

Handling portfolio more 2 billion PKR Rupees. I have also privilege to as a Branch Manager in Silk

Bank in Fortress Branch for 1 year and during this period I enhance the liability portfolio 20 % increase.

Also adequate experience as a Regional coordinator/Area Head Coordinator resolve the

Issues, matters,coordinate, liaison and other matters under the domain of Regional/Area Head. I am

Customer oriented and motivated.

I believe in this (Don’t rest till I get.)

SAVE & NEXT



Contact this candidate