CMS , AS400 , MYSIS , ZENDESK , SALEFORCE , XSPACE , CMS
HASHAM SAJJAD
Operations Analyst
Summary
Proficient Operations Analyst with 10 years of insight managing complex deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Operations Analyst
Arete
Karachi
08.2022 - Current
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Generated reports of findings to help management with making key decisions.
- Assisted data aggregation, billing and transactions for data and account aggregation.
- Teamed with CEO to launch customized client support campaigns.
- Analyzed and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Evaluated performance and policies against metrics.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Scanned system for frequent technical issues, employing troubleshooting techniques for resolution.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Provided Tier 1 support, addressing access, navigation, onboarding and troubleshooting issues.
- Met SLAs and internal and external regulatory standards by conducting scheduled procedural and tool audits.
- Supported supervisor and associated team members to maintain system functionality.
- Used Ms Excel to model data and forecast trends.
- Generated reports to maintain client records on customer activity and personal data.
- Devised modeling and measuring techniques using statistical and engineering methods.
- Identified and analyzed project risks and developed mitigation strategies.
- Designed data optimization and interfaces for user interaction.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Determined and developed algorithms to improve and optimize operational processes.
Team Lead Business Solutions
Daraz, Alibaba Group
Karachi
05.2019 - 08.2022
- Evaluate important metrics that affect our client traffic, service quotas, and target audience
- Leading Customer Services
- Leading Seller Support
- Leading Product Design Team
- Leading Product Review Team
- Leading SKU Creation and product upload Team
- Increased customer satisfaction by resolving issues.
- Team work to brainstorm new and innovative growth strategies
- Oversee and manage all contests, giveaways, and other digital projects
- Develop and monitor campaign budgets
- Plan and manage our social media platforms
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Customer Translate executive (Level II supervisor)
- Developed and maintained courteous and effective working relationships.
- Coordinate with the customer on their complaint
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Escalate customer complaints to internal department and follow up
- Received and processed stock into inventory management system.
- Maintain the quality and productivity as per the set target & ensure company compliance
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Handle customer queries through correspondence channels such as emails, Live Chat, What's App and Facebook
- Participated in team-building activities to enhance working relationships.
- Delivered services to customer locations within specific timeframes.
- Exceeded goals through effective task prioritization and great work ethic.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Improved operations through consistent hard work and dedication.
- Maintained energy and enthusiasm in fast-paced environment.
- Led projects and analyzed data to identify opportunities for improvement.
Branch Operations Manager
Habib Bank Limited
Karachi
10.2017 - 01.2019
- Maintained branch files for major accounts, investments and employees.
- Trained employees on proper procedures and strategies to improve productivity.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Boosted sales and customer loyalty through incentive programs.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Set up and supervised cash shipments.
- Performed monthly compliance checks.
- Completed daily Bank Secrecy Act reports.
- Cooperated with commercial teams to devise efficient marketing strategies and meet company objectives.
- Cooperated with commercial teams to devise efficient marketing strategies and meet company objectives.
- Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Developed and delivered polished sales presentations in order to highlight product and service quality.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Implemented service improvements to enhance sales cycle.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
Manager Teller
Habib Bank Limited
12.2014 - 10.2017
- Services
- Responsible for daily operations of banks and Accountopening activities
- Responsibilities & Assignments3
- Preparation of International Transaction Reporting System
- (ITRS)
- Account Opening and other account related customer queries
- Update KYC and Highlight discrepancies of account as per requirements
- In-charge General Banking Operations
- Supervision of all banking transactions and Checking of daily vouchers
- Correspondence with Head Office and SBP
- Reporting of suspicious transactions
- (CTR and STR)
- To assist in identification of AML related risk associated with clients, product, business and geography.
Cash Officer
Habib Bank Limited
07.2012 - 12.2014
- Responsible for maintaining daily deposits, withdrawal and returnedcheques of banks
- Responsibilities & Assignments
- Preparation of all cash related statements required by SBP and Head Office
- Cash receipt payment / sorting / posting
- Utility Bills collections/ Cross Branch
- Transactions
- Posting of Inward and Outward Clearing Cheques
- Liaison with NIFT
- Preparation of Drafts, Pay Orders etc
- Balance the cash at the end of the day
- Assist in achieving the goals / targets of the branch
- Ensure minimum waiting time for customers while doing cash transactions and deal each customer politely& with courtesy
- Use of Cashbooks
- Manage concerns and queries of customers efficiently and promptly.
Phone Banking Officer
MCB Bank Limited
09.2007 - 07.2012
- Dealing with all products that come under the Consumer Banking umbrella (Liabilities and Asset – Personal and Auto
- Loans / Mortgages / Credit and Charged Cards)
- Assist in achieving the goals / targets of the branch
- Position Summary
- Supervision of transaction processing beyond PBO limit set on AS 400
- Process of Account Opening formalities
- Correspondence with HO and other branches
- Office Administration related matters; maintenance of staff scheduling/leave rosters4
- Major Duties / Responsibilities & Assignments
- Supervise custody and record keeping of Call Center matters
- Ensure that all the processes are completed successfully before the end of the day
- Monitoring of customer service standards against standards set by the center and take corrective action if needbe
- Supervise Call Center administration related work
- Ensuring effective controls are exercised on dormant/inactive and blocked accounts as per policy guidelines
- Immediate reporting and follow-up of fraud / forgery, litigation and disciplinary matters with HOK
- Preparing annual leave plan with consultation of respective managers and making sure to adhere to the rotationpolicy of the bank
- Identify operational risk and inadequate controls
- Ensure punctuality and adherence to bank dress code
- Ensure proper staff back-up is available for critical positions
- Call Center Health Check /Customer Complaint/Debit Returning Growth etc
- Discretion / Authority
- DECISIONS EXPECTED
- Resolution of customer complaints
- Problem resolutions of the Department
- Handling back office related processing issues and taking necessary action
- Accounts opened and managed as per the terms of the bank's policy.
Education
Matriculation (SSC) - Science, Pre-Engineering
Nasra School
Karachi 01.2003 - 04.2006
Intermediate - Pre-Engineering (HSC)
Allama Iqbal Science Collage
Karachi 01.2004 - 08.2006
Bachelor of Commerce - Accounting And Finance
University of Karachi
Karachi 01.2007 - 01.2010
Skills
Brand Management
Spreadsheets & Accounting ReportsChamp performance (On Going Monitoring)Teambuilding & Staff SupervisionMs ExcelInternet & EmailTrend modeling
Reporting abilities
Forecasting skills
Data analysis
Cross-functional teamwork
Financial planning
System integration
Microsoft Word
Heuristic algorithm development
Process updates
Accomplishments
- Achieved 99.9% by introducing seller center for seller on-boarding tasks.
- Collaborated with team of 15 in the development of customer retention.
- Supervised team members.
- Achieved 100% through effectively helping with brand team.
- Resolved product issue through consumer testing.
Software
Interests
I like traveling and long walks on the beach…
Timeline
Operations Analyst
Arete
08.2022 - Current
Team Lead Business Solutions
Daraz, Alibaba Group
05.2019 - 08.2022
Branch Operations Manager
Habib Bank Limited
10.2017 - 01.2019
Manager Teller
Habib Bank Limited
12.2014 - 10.2017
Cash Officer
Habib Bank Limited
07.2012 - 12.2014
Phone Banking Officer
MCB Bank Limited
09.2007 - 07.2012
Bachelor of Commerce - Accounting And Finance
University of Karachi
01.2007 - 01.2010
Intermediate - Pre-Engineering (HSC)
Allama Iqbal Science Collage
01.2004 - 08.2006
Matriculation (SSC) - Science, Pre-Engineering
Nasra School
01.2003 - 04.2006