Branch Operation Manager

Humaira Munsif ***************@*****.*** Page * of 4

Humaira Munsif

Mobile: +923*********

Email: ***************@*****.***

Postal address: House D-35, Sector D, Street 7, DHA Phase II, Islamabad OBJECTIVE

With a hard core professional banking experience of 20 Years at ASKARI BANK LIMITED, seeking an opportunity in same or different sectors to contribute in its success at an even better position and polish my set of skills. AREA OF

EXPERTISE

ADC (Alternate Delivery Channel) Operations.

Branch Banking Operations

Accounting & Finance

Audit & Compliance

Human Resource Management

Office Management

Customer Services/ Complaint Management

Communication Skills

Pressure Handling/Time Management/ Target Achieving/Result Focused

Creative Writing.

QUALIFICATION

MBA Finance and Accounting 2011

Preston University, Islamabad

MA Political Science 2007

University of the Punjab

COURSES &

SEMINARS

DCS (Diploma in Computer Sciences) by Punjab Board of Technical Education (02/05/2000 to 12/05/2001)

Workshop on Master Card Operations by Master Card International (18-19 Feb 2013).

Online Training on Visa Clearing & Settlement by Visa International. Following Courses through Askari Training Academy

New Investment/Asset Products (07- 08 July 2003)

Retail Banking Asset Products (27- 30 May 2006)

Efficient Business Writing (01- 02 Jun 2009)

50 Basics of Banking (27-29 Oct 2010)

Call Centre Training (14-15 Sep 2014)

AML/KYC/A toolkit to mitigate Risk (25-26 Aug 2014)

Prevention of Fraud & Forgery (13-14 Oct 2014)

Account Opening Specialist (24-25 Mar 2015)

Consumer Banking Products & Related PRs(09-11 Nov 2016)

E Learning Cource, Online AML/CFT (14-18 May 2018)

AML/CFT Learning Drive (19-21 May 2018)

Consumer Banking Product-Ask 4 Car (22 Oct 2018)

Information Security Awareness (24 Dec 2019)

Information Security Awareness (31 Dec 2019)

Service Excellence (28 Jan 2020)

Mera Pakistan Mera Ghar, Sales Staff (18 Jan 2021)

Mystery Shopping for CAF -Conventional Banking (24 Mar 2021)

Mera Pakistan Mera Gher-CAD Staff/Collection & SAM Staff/Credit Risk Staff

(16 Oct 2021)

Whistle Blow Policy Awareness (29 Oct 2021)

Humaira Munsif ***************@*****.*** Page 2 of 4

Green Banking (29 Oct 2021)

Anti Bribery & Corruption (29 Oct 2021)

Prevention of Harassment (29 Oct 2021)

Health Safety & Environment (03 Nov 2021)

An overview of SBP Regulations on AML/CFT/CPF (03 Nov 2021)

Fraud Risk Management (03 Nov 2021)

Information Security Awareness (16 Nov 2021)

Maintaining Fidelity & Secrecy of Customer’s Information (16 Nov 2021)

Mera Pakistan Mera Ghar-Credit Risk Staff (25 Jan 2022)

PM’s Kamyab Jawan (25 Jan 2022)

Service Excellence (25 Jan 2022)

Call Handling Etiquettes (25 Jan 2022)

PRACTICAL

EXPERIENCE

Askari Bank Limited - 20 Years (Jun 2002 to Feb 2022) During 20 years of professional life in Askari Bank Limited, I remained designated at various assignments pertaining to Branch Banking Operations and end-to-end operations of products under Alternate Delivery Channels. My Key assignments at managerial levels are as under: Branch Operation Manager - (Dec 2017 till to Feb 2022)

Ensure smooth executions of Branch overall Operations as Head.

Ensure compliance of SOPs, policies and regulations specified by regulatory bodies.

Ensure implementation of service standards and prompt handling of customer quarries and complaints.

Ensure business enhancement to multi corporate sector with strong communication skills.

Responsible for Branch Audit & Compliance and ensure achieving ‘GOOD’ Rating.

Prepare branch budgets and ensure achieving targets.

Effectively manage Human Resource & Administration of reporting team in branch, in coordination with Head Office.

Incharge General banking - (May 2014 to Dec 2017)

Ensure Smooth working of following departments:

Account Opening /Maintenance Department.

Cheque Book /ATM Card Processing

Remittance Department

Accounts Department

Lockers Department

Fixed Deposits

Local/ FC Transactions

Manager Card Production, Settlement, Reconciliation & Dispute Resolution ADC (Jun 2002 till May 2014)

Executed the role under SBP Rules & Regulation and ensured smooth working of following departments of CFC (Card Facilitation Center) & ADC

(Alternate Delivery Channel).

• Debit Card Operations

o Production/ Activation/Linkage/Delinkage/Technical Errors o Dispatch of Debit Cards to all AKBL Branches

o Perform Inventory Management & by arranging sufficient Debit Card Stock.

Humaira Munsif ***************@*****.*** Page 3 of 4 o Product development as per Business requirements and maintain International standards with respect to card features & Security.

• Settlement & Reconciliation

Supervised following activities under Settlement Department o Extract all transaction reports of ATM, IBFT (Issuer & Acquirer), Bill Payment and other channels Transactions through all ADC channels and process settlement and reconciliation, address all errors in coordination with IT department and relevant branches by execution of manual entries (if required). Ensure accuracy of posting of Auto transactions and responsible for Branch and ADC relevant GLs. o Adjustment of unrecociled /Unsettled Transactions. o Coordination with 1link & Mnet for daily settlements. o Provide full support to AKBL branches to reconcile their settlement GLs and ultimately Cash in ATM GL reconciliation.

o Generation of all relevant reports, coordination with different departments and record maintenance.

o Ensure effective implementation of SBP guidelines and take proper measures

• Dispute Resolution:

o Dispute Resolution on a/o proactive and lodged claims against disputed ATM Cash withdrawal, POS, IBFT & Utility Bills Payment Transactions in coordination with AKBL Branches, Technology Department, Settlement Bank and 1 link/M Net within TAT. o Issuance of Debit Authorities .

o Processing of Cash Retract successful entries in customer A/cs after coordination with branches and ADC departments of relevant Banks with proper GL reconciliation.

o Coordination with relevant department for Retrieval & Chargeback processing in case of POS transactions.

• Insurance Processing:

o Processing of claims with relevant insurance companies. o Renewal of Insurance Agreements.

• Income & Expense Monitoring

o Responsible to proper account for income & Expense related to above mentioned activities of department.

• Reporting

o Timely reporting of Link Cards Data and SBP PSD Data to concern authorities.

o State Bank Reporting

o Visa International Reporting

o 1 Link Reporting

o Responsible for Monthly/ Quarterly/ Half Yearly and yearly closing of branch, Retrieval of relevant reports and ensures accuracy. o Misc. Internal & External reporting

• Audit/Compliance

Effectively manage Human Resource & Administration of reporting team in department, in coordination with Head Office

ACHIEVEMENTS

As Branch Operation Manager, I successfully handled sensitive and high profile clientage with Zero customer complaint and maintain audit rating as GOOD.

Played a vital Role in successful launch of Visa Debit Card by Askari Bank Limited by getting involved in every pre launch and post launch activities.

Active assistance in establishing CFC (Card Facilitation Center) and ADC (Alternate Delivery Channel) Unit including separate Settlement, Humaira Munsif ***************@*****.*** Page 4 of 4 Reconciliation and dispute resolution department in Askari Bank Limited.

Active role in making 110 Report for ADC Unit in coordination with Finance Department after keen working on transaction flows, arranged auto postings (daily/monthly and annually) through standing instructions and ensure relevant income & Expense GLs at branch/ADC and HO levels for proper postings.

Successful migration of Visa & UBPS Portfolio from one branch to another after proper reconciliation of long outstanding data with significant income tagging.

Reduced outstanding Unrecociled MO entries by recovery from customer’s Ac.

Technical Creative writing of different Policy Documents of Consumer Department, Product Application Form, Terms & Conditions, Advertisement & promotional Material and Product process flows & Transaction flows etc.

PERSONAL DATA

Date of Birth September 10, 1982

CNIC 37201-1652005-4

Nationality Pakistani

Marital Status Married

IT SKILLS /

SYSTEM

KNOWLEDGE

MS Office

Flex cube (Core Banking System) and all banking software /applications References will be furnished upon request

Contact this candidate