Customer Service A Manager

HAIDER SHAHZAD KHAN

Islampura, Lahore, ***** Pakistan ● +92-321******* ●*********@*****.***●LinkedIn-Profile

CAREER SUMMARY

Experienced banking professional with 15+ years in operations management and financial services, holding an MBA from Hailey College of Banking and Finance. Currently serving as Manager of Operations at Soneri Bank Ltd, I excel in managing cash operations, and account processes, and ensuring compliance with AML/KYC regulations. Proficient in banking software (SAP, ERP, QuickBooks) and Microsoft Office,I streamline financial processes, reducing discrepancies by 20% and boosting operational efficiency. Known for analytical problem-solving and strong leadership, I enhance customer satisfaction and drive continuous improvement. Fluent in Urdu and English, I am committed to achieving organizational success through strategic financial oversight.

CORE COMPETENCIES

Tax Preparation

Problem Solving

Communication

Accounts Payable

Attention to Detail

Team Management

Financial Reporting

Analytical Thinking

Customer Relationship

Bank Reconciliations

Payroll Management

Cash Flow Management

Audit and Compliance

Process Improvement

Budgeting and Forecasting

Risk Management and Mitigation

Foreign Currency Transactions

TECHNICAL SKILLS

Negotiable Instruments Management

Microsoft Office Suite Banking Software Proficiency Certified QuickBooks ProAdvisor Bookkeeping AML & KYC

Accounting Systems (SAP, ERP, QB) Customer Service Experience Organizational and Planning Skills Teamwork Oriented

PROFESSIONAL EXPERIENCE

Operation Manager 03/2018 Current

Soneri Bank Limited Lahore, Pakistan

● Spearheaded daily cash and remittance operations, optimizing workflows for 15+ staff across local and foreign currency transactions, increasing operational efficiency.

● Ensured compliance with AML/KYC policies, SBP regulations, and internal procedures, reducing audit findings through diligent oversight and staff training initiatives.

● Managed the approval process for negotiable instruments and account forms, decreasing processing time and boosting customer satisfaction scores.

● Led efforts to resolve complex customer complaints and inquiries, maintaining a 95% satisfaction rate, and enhancing client retention through proactive problem-solving strategies.

Teller Services Manager 10/2017 03/2018

Muslim Commercial Bank Limited Lahore, Pakistan

● Managed daily counter services and cash operations, optimizing workflows for staff, which led to a reduction in transaction processing times and improved customer satisfaction.

● Implemented streamlined procedures for account opening, closing, and remittances, enhancing compliance with regulatory standards and reducing processing errors.

● Authorized and approved negotiable instruments and vouchers, increasing transaction accuracy while ensuring adherence to bank policies and operational guidelines.

● Enhanced cash handling and clearing functions, achieving a 30% boost in operational efficiency and reducing cash discrepancies through staff training and supervision.

Counter Services Manager 06/2013 10/2018

Soneri Bank Limited Lahore, Pakistan

● Directed daily operations for cash and clearing departments, streamlining account opening/closing procedures and foreign remittance processes, resulting in a reduction in transaction errors.

● Supervised a team of tellers, implementing new cash handling protocols that enhanced accuracy and reduced cash discrepancies within the first quarter.

● Authorized and approved negotiable instruments and account forms, cutting approval time, and improving overall branch efficiency, and customer service ratings.

● Improved local and foreign remittance operations through process optimization, leading to a 40% increase in processing speed and reducing customer wait times.

Counter Service Officer 11/2008 06/2013

Soneri Bank Limited Lahore, Pakistan

● Completed comprehensive 6-month training in General Banking, including hands-on exposure to account management, cash handling, and remittance processes, increasing transaction accuracy.

● Streamlined counter service operations during practical branch training, reducing customer wait times and enhancing daily transaction efficiency.

● Collaborated with cross-functional teams to ensure compliance with banking policies and procedures, contributing to an improvement in operational audit scores.

● Assisted in processing account openings, closures, and local/foreign remittances, handling daily transactions while maintaining an accuracy rate.

Accountant 05/2005 10/2008

Olympia Textile Mills Limited Lahore, Pakistan

● Managed the full accounting cycle, including bank reconciliations and payroll for a portfolio of 50+ clients, ensuring accuracy and reducing reconciliation discrepancies.

● Oversaw accounts payable/receivable processes, improving invoice verification efficiency and cutting payment processing time through enhanced debtor/creditor reconciliation.

● Prepared and submitted monthly sales tax returns, achieving timely compliance and reducing tax filing errors, leading to zero penalties over 12 months.

● Handled daily bank transactions and petty cash management, maintaining accuracy in financial records and optimizing cash flow reporting for management.

EDUCATION

Master Business Administration 12/2006 12/2008

Hailey College of Banking and Finance Lahore, Pakistan

Bachelor of Commerce 09/2002 08/2004

University of The Punjab Lahore, Pakistan

CERTIFICATION & TRAINING

Certified QuickBooks ProAdvisor

AML & Compliance Training (Banking Industry Standards)

Accounting Software Training: SAP, ERP, ACCPAC

General Banking & Financial Services – Soneri Bank Training Institute

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