Customer Service Delivery

M. Abdul Qadir Qureshi

Personal Information

Nationality: Pakistani

Date of Birth: Sep 13, 1985

Status: Married

Work Experience Banking: 12Years

Total work experience 12Years

Qualification

o M.B.A (Human Resource Management) 2009

International Islamic University. Islamabad

o BBA (Hons) 2008

International Islamic University. Islamabad

o I-Com. (Commerce) 2004

Punjab College of Commerce

o S.S.C (Science) 2002

RBISE

Professional Certifications

o Advance Certificate-AML/CFT 2022

NIBAF-State Bank of Pakistan

o Certification-Regulatory Compliance Officer 2021 Edlytica- LUMS

o Corporate Governance 2021

Alison

Total Work Experience details:

Bank Islami Pakistan Limited

Area Operations & Compliance Officer – From 24th May 2021 Till Date

• Managing & monitoring regular Financial, Operational, Audit & compliance related activities of 15 branches of Rawalpindi Area.

• Visiting Branches on monthly basis and identifying Branch level deficiencies to avoid bank from various risks.

• Monitoring Daily/Weekly and Monthly Operational activities of branches.

• Monitoring compliance related activities of branches.

• Facilitate Internal, External & SBP Audit during their visit to branches and assist branches for smooth Audit visits.

• Investigate fraud and forgery at the time of occurrence. Prepare findings for onward submission to management for necessary action.

• Monitor transaction alerts of branches and help branches to submit their reply timely as per compliance guideline.

• Monitoring expenses incurring in branches with respect to allocated budget.

• Hiring of branch staff in the area with coordination of Area Manager.

• Ensure efficient control over branch operations. Address: H# 432, Street# 79-A, Sector III,

Gulshanabad, Adyala Road. Rawalpindi

Cell: 033*-*******

E-mail: ************@*****.***

Habib Bank Limited

Branch Operation Manager – From 17th June 2019 22nd Sep 2020

• Responsible for supervision of all operations functions like account opening documentation, cash receipt/payments, clearing/remittance, lockers, branch security and cleanliness/general maintenance etc, including regulatory/Audit/Internal Control Division compliance, reporting, Human Resource Management, financial control and accounting, systems and data processing, Ensuring correct and timely implementation of HOK instruction circulars.

• Helping branch & branch manager in deposit mobilization, retention & deepening.

• Contributed NTB deposit of 200 M in CA & deposit deepening of 40 M in SA of various individual clients.

• Contributed in achievement of 1.5M Banca and 5 M in consumer Auto Loan

• Managed commercial clients namely, DHA-I, Bahria Town, Green Valley Super Market, Roots School, Alshifa Trust, Emaar Giga & Emaar DHA, Hyundai Park & Atlas Honda

• Supervise custody and record keeping of Cheque Books & ATM/Debit card pin mailers.

• Ensure that all the processes are completed successfully before the end of the day.

• Monitoring of customer service standards against standards set by the centre and take corrective action if need be.

• Supervise branch administration related work

• Ensure service delivery within the agreed turnaround time

• Authorize all account closures, account amendments and signature deletion.

• Supervise placement and removal of various restraints on the accounts and ensure maintenance of documentation for the same.

• Authorize all fixed deposit placements, roll-over, premature encashment requests on the system and the maintenance of relevant documentation.

• Ensuring effective controls are exercised on dormant/inactive and blocked accounts as per policy guidelines.

• Ensure secure maintenance and restricted access of all customers’ account/signature documentation.

• Ensure all operations staff is aware of internal and external regulatory framework and it complied with Monitoring of all outstanding suspense accounts

• Discuss and perform annual appraisals of all reportees.

• Immediate reporting and follow-up of dacoity, fraud / forgery, litigation and disciplinary matters with HOK.

• Keeping and maintaining inventory of equipment’s installed in the branch.

• Making efforts to increase the occupancy of the lockers.

• Ensure punctuality and adherence to bank dress code.

• Ensure proper staff back-up is available for critical positions. United Bank Limited

Regional Business Compliance Manager- 01st Jan 2019 to 31st May 2019

• Managing & monitoring compliance related activities delegated to branches

• Ensure that all compliance & controls regulations/procedures are being followed in letter & spirit

• Ensure that business staff is equipped with right knowledge in managing compliant business.

• Ensure periodic KYC/CDD/EDD reviews are conducted by branches on timely basis & regular monitoring of HLM risk & PEP accounts for both in terms of balances and transactional volume.

• Ensure proper advisory for business to create connect with regulatory framework, policies & procedures through compliance group.

• Spot branch visits to identify branch level deficiencies that could lead the bank to various risks

• Communicate the gaps to business heads for instant rectifications

• Ensure enhanced customer due diligence reviews of branch banking & commercial customers

• Assist, as appropriate, in investigations under the compliance & code of conduct program

• Liaison with HO to ensure effective & timely responses by the field to compliance related concerns raised by Compliance, Internal Audit, SBP & Operational risk United Bank Limited

Operation Manager – From 7th May 2015 To 31th Dec 2018

• Achieve optimal score on the branch Score Card.

• Management of Service Delivery:

• Identify & address customer's immediate need & always ensure positive customer experience.

• Ensure customers are being served within stipulated standards.

• Assist customers in resolving queries & complaints and provide feedback.

• Monitoring, resolution of issues and service delivery across internal business partners (CPU & lines of business.

• Ensure customer services to gain loyalty and actively participate for retention of deposits along with the branch manager.

• Leading, coaching & supervising staff to deliver excellent service and maintain optimal branch score on the CS score card.

• Perform/lead assigned staff in conducting financial and non-financial transactions.

• Implement an effective control environment in the branch.

• Ensure branch profitability, effective budget monitoring, expense control and approval.

• Cash vault, security stationery and ATM machine custodian.

• Responsible for maintenance of branch outlook and ambience. Ensure proper maintenance of branch furniture and fixtures and IT equipment.

• Act as a branch security officer, conduct security drills and train staff to remain vigilant and alert. AlBaraka Bank (Pakistan) Limited

Jul 04th 2009 till 6th May 2015

• Helping Branch Manager in deposit mobilization.

• Customer services, Deposit retention & deepening

• Establish and maintain good relations with key potential corporate & individual clients.

• Manage the operations of branch & ensure that operating standards, customer service and Bank's image is maintained at acceptable levels and continuously improved for supporting business growth.

• Supervise overall operations of the Branch Service functions; scrutinize daily transaction vouchers, reports, and ensure rectification if required in any transaction and are up-to-date.

• Checks on A/C's opened with exceptions & resolving exceptions through follow ups.

• Support CRO in attending and following up on customer service issues with customers & ensure issues are resolved timely, keeping in view customers satisfaction level.

• To ensure that the branch premises maintains highest standards of hygiene, cleanliness and comfort. Personal Skills:

• High level of professional verbal and written communication skills.

• Trainer- AML/CFT & Account Opening

• Perform effectively even within a highly pressurized working environment.

• Strong commitment to meet deadlines.

• Command on Microsoft Office

• Office Management

Languages:

• English

• Urdu

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