Customer Support Relationship Manager

Professional Summary

To seek a challenging role in an organization where I can prove myself as a productive, creative and a hard working dedicated person for the Organization’s growth and excel my career alongside. Work Experience

MCB Bank

Branch Manager July 2019 – Present

● develop, maintain, and implement the business plan for branch

● conduct fortnite and weekly meetings to motivate and discuss staff issues

● maintaining the daily activities of the branch

● provide excellent service to customers

● resolve services related issues including account opening, resolving complaints and others

● close the sales call brining up NTB

● focus on CASA that improve YTD business of branch

● managing branch portfolio

● calling on dormant / inactive accounts

● consistent effort and focus on branch key areas to improve the profitability of branch

● sales Call meetings and lead materialization

● Increase the cross sell of branch

● arranging in branch training sessions on staff skills development

● supervising, coaching, and developing branch service

● regularize AML/CFT regime, and adhering compliance policies

● ensure budget planning and self-monitoring

● liase, communicate, and update the business messages to staff Relationship Manager July 2017 – June 2019

● provide superior client service to customers

● growing and developing relationship with customers

● Identifying needs of existing and potential customers

● resources are committed to meeting those requirements.

● managing portfolio and giving growth by increasing volume in ETB and NTB’s

● responding to AML’s timely and updating KYC

● creating cross sell and up sell opportunities.

● maintaining MIS, Call Reports

● providing end-to-end financial solutions to the bank customers NIB Bank

Relationship Manager May 2017 - June 2017

Standard Chartered Bank (Pakistan) Ltd.

Floor Relationship Manager (FRM) – Main Head Office Branch September 2007 – May 2011

• Prepare Certificates for customers (withholding tax, balance and maintenance certificates, proprietorships letters etc)

• To provide customer support, follow ups, schedule meetings, and to complete day to day tasks.

• Cheque book loading and ensure that it’s sent to the relevant department, prepare statements and manage it within TAT for all services rendered.

• To coordinate with different departments for time to time support and query.

• To answer customer’s queries on phone and direct them to the relevant channels

• Logging customer complaints and handle it via LMS.

• On time support with different channels for follow-ups.

• To ensure and extensive filing system and to maintain customer database, relevant to the day to day services.

• To supervise stationary, email correspondence and to maintain database for ATM

• To ensure that all cards, statements etc are received/delivered

• To correspond emails

• Streamline processes as per requirement.

• To look after admin related work as well.. include branding, branch merchandizing, and maintenance related issue.

• MIS’s of all service and BAU related work.

• Coordinator of Online Banking --- registering / educate Customers for I banking enrollment, to resolve and sort problems for I Banking, maintaining MIS.

• To look after branch merchandizing stuffs.

• AML’s responses and managing portfolio.

Education

Petroman Training Institute (Shahra-i-Faisal) Affiliated with Shah Abdul Latif University, Khairpur BCS (Hons.) 2001- 2004

NCR Education Centre

Diploma in Computer Science (DIT) 1998-1999

MCP in Windows NT 1999

PECHS Girls College

Intermediate (Science)

Achievements

● State Bank Trainer of NFLP (National Financial Literacy Program)

● Star Awards RBG South Winner for Month October 2019

● Promoted as a Branch Manager in July 2019

References

Available on request

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