Service Quality Assistant Manager

MUHAMMAD ARIF DAWOOD

Yonkers, NY, *****

646-***-**** *************@*****.***

To leverage ten years of banking industry experience in contributing to corporate communication, marketing, and quality initiatives, while driving positive change and enhancing skills to achieve organizational goals and elevate customer experience.

Experience

Education

Dubai Islamic Bank July 2022 – Present

Service Quality Assistant Manager

Implement & Monitor the Service Management process covering all the areas of the Bank.

Ensure effective implementation of Service Standards in Banking, managing customer correspondence.

Develop and revise Service Level Agreement (SLAs) and Internal Service Measurement (ISMs) for improved service quality.

Monitor ISM's timeliness and accuracy in reporting as per targets.

Conduct branch visits to maintain regulatory compliance and ensure Host of the Day (HOD) maintenance.

Implement and monitor Key Fact Statements (KFS) across all Branch Banking segments.

Analyze Comment Cards to enhance service quality and encourage customer feedback channels.

Conduct Mini Customer Satisfaction Surveys as per FTC requirement.

Assist in compiling quarterly management reports.

United Bank Ltd. February 2022 - June 2022 Service Quality Assistant Manager South

Conducted monthly branch visits to monitor ambiance and staff interactions.

Ensured customer facilitation mechanisms were in place.

Prepared reports for branch and quality management.

Provided timely task submissions for observation fulfillment.

Coached branch staff on service standards and Fair Treatment to Customer (FTC) compliance.

Summit Bank Ltd. January 2017 - January 2022 Service Quality Assistant Manager

Implemented and monitored Service Standards in Banking.

Analyze Comment Cards to enhance service quality and encourage customer feedback channels.

Developed and revised SLAs and ISMs for improved service quality.

Conducted monthly quality analysis on ISMs and MSP results.

Ensured effective monitoring of Complaint Resolution Management Unit (CRMU) & Account Opening ISMs.

Conducted Voice of Customer (VOC) for gauging Complaint Resolution Satisfaction.

Conducted Mystery shopping to gauge customer satisfaction.

Summit Bank Ltd. August 2015 - December 2017 Officer CRMU, COMPLAINT RESOLUTION MANAGEMENT UNIT

Catered to and resolved service-related complaints.

Monitored and maintained follow-up with stakeholders to resolve complaints within TAT.

Provided interim responses to complainants and ensured timely closure of complaints.

Maintained MIS of complaints and filed records for audit trail.

Resolved customer complaints/queries concerning all banking areas.

United Bank Limited. August 2014 - July 2015 Fraud Analyst, Consumer Division

Monitored banking transactions and prepared analysis reports.

We must have to intimate the Irregular multiple transaction which differ from the history of the customer which popup the activity as suspicious transactions

Monitoring suspicious activities and transactions and ensure timely reporting

of suspicious transactions

Identified and presented rules violation reports to management.

United Bank Limited May 2014 - July 2014 Phone Banking Officer, Call Centre Department,

Target the customer through outbound and telesales. Pitch the customer for banca insurance.

Activation of Internet Banking, ATM Card, Cheque book and T-Pin generation.

Interacted with UBL clientele for service promotions and facilitated the queries.

MBA in Marketing Finance

August 2012 - April 2014

Mohammad Ali Jinnah University

Business Administration in Sociology

June 2011 - August 2012

Karachi University

Skills

Employee Relations

Excellent presentation and communication skills

Command on Excel

Certifications

Concepts of Islamic Banking

Course included training on concepts of Islamic Banking & Sharia compliant banking products.

Excellence in Customer Service

Enhancing SMBL Product and Services Knowledge

Improving Customer Services through Personal Grooming & Professional Etiquettes

Anti-Money Laundering/Combating the Financing of Terrorism (AML/CFT) Regulations, Its Violations & Precautionary Measures & Foreign Account Tax Compliance Act (FATCA) Compliance

Know your customer and awareness and prevention of Money Laundering.

Languages

Proficient in English

Proficient in Urdu

Intermediate in Bengali

Hobbies and Interest

Swimming

Promoting eastern culture Jewelry

Singing, modeling anchoring and acting in short Films.

Breeding of birds.

Cycling.

Home Interior Designing.

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