Hasham Sajjad
Karachi, Sindh,SD
Summary
Dynamic and results-oriented professional with extensive experience in various roles within the banking and e-commerce industries. Proven track record of success in managing operations, leading teams, driving sales, and providing exceptional customer service. Adept at problem-solving, strategic planning, and fostering collaborative relationships to achieve organizational objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations, Associate
Arete Performance
New York (Remote Karachi, Pakistan)
08.2022 - Current
- Collaborated with senior management to identify operational inefficiencies and recommended system enhancements for improved organizational effectiveness.
- Generated comprehensive reports to aid in decision-making processes, facilitating data-driven insights.
- Assisted in data aggregation, billing, and transaction processing, ensuring accuracy and efficiency.
- Teamed up with the CEO to execute tailored client support campaigns, enhancing customer satisfaction and loyalty.
- Analyzed alerts, conducted queries, and performed record culling to support maintenance and problem resolution.
- Evaluated performance against established metrics and recommended policy adjustments as needed.
- Played a key role in sales initiatives, contributing to a [percentage] increase in company sales within [timeframe].
- Provided Tier 1 support, addressing access, navigation, onboarding, and troubleshooting issues for end-users.
- Ensured compliance with SLAs and regulatory standards through scheduled procedural and tool audits.
- Collaborated with technical staff to recommend hardware and software adjustments, resolving technical issues and design flaws.
- Utilized MS Excel for data modeling and trend forecasting, supporting informed decision-making.
- Developed statistical models and measuring techniques to optimize operational processes.
- Designed data optimization strategies and user interfaces to enhance user experience.
- Created predictive models to evaluate various business solutions and mitigate project risks.
Team Lead, Business Solutions
Daraz (Alibaba Group)
Karachi, Pakistan
05.2019 - 08.2022
- Analyzed key metrics influencing client traffic, service quotas, and target audience engagement.
- Led customer service and seller support teams, focusing on issue resolution and increasing satisfaction.
- Managed product design, review, SKU creation, and upload teams to optimize processes.
- Implemented innovative growth strategies and managed digital projects like contests and giveaways.
- Planned and managed social media platforms, ensuring effective campaigns within budget.
- Engaged in continuous improvement activities, contributing suggestions and problem-solving efforts.
- Oversaw customer complaint resolution, coordinating with internal departments and maintaining relationships.
- Efficiently processed inventory and ensured compliance with quality and productivity standards.
- Developed and executed performance improvement plans to enhance operations.
- Handled customer queries across various channels, including email, live chat, WhatsApp, and Facebook.
- Managed B2B and B2C sales initiatives, driving revenue growth and fostering client relationships.
- Managed hiring, training, and professional growth of team members, promoting a positive work environment.
- Demonstrated strong work ethic, exceeding goals and maintaining excellent attendance.
- Led projects and analyzed data to identify areas for operational improvement.
Branch Operations Manager
HBL Bank Limited
Karachi, Pakistan
07.2012 - 04.2019
- Managed branch files for major accounts, investments, and employees.
- Trained staff on procedures to boost productivity.
- Analyzed financial risks to forecast trends and recommend improvements.
- Implemented incentive programs to drive sales and customer loyalty.
- Resolved complex issues to increase client and supplier satisfaction.
- Oversaw cash shipments and ensured compliance with regulations.
- Collaborated with commercial teams to develop efficient marketing strategies.
- Strengthened organizational filing systems to optimize processes.
- Scheduled staff to meet branch needs.
- Delivered polished sales presentations to showcase product quality.
- Evaluated project applications and made recommendations.
- Improved service offerings to enhance sales.
- Met deadlines by managing tasks effectively.
- Compiled credit histories and financial information for loan applicants.
Premier Phone Banker
MCB Bank Limited
Karachi, Pakistan
09.2007 - 07.2012
- Responsible for overseeing Consumer Banking products: liabilities and assets (personal and auto loans, mortgages, credit cards). Assist in achieving branch goals. Supervise transaction processing exceeding PBO limit on AS 400. Manage account opening and correspond with HQ and branches. Handle office administration, including staff scheduling and leave rosters.
- Major duties: Supervise custody and record-keeping of Call Center matters. Ensure timely process completion and monitor service standards. Oversee Call Center administration and control dormant/inactive accounts. Report fraud, litigation, and disciplinary matters. Prepare annual leave plans and ensure policy adherence.
- Identify operational risks and enforce dress code. Maintain staff backup for critical positions. Handle customer complaints and problem resolutions. Manage back-office processing and ensure policy compliance. Oversee accounts as per bank terms.
- Handle inquiries, resolve issues, and assist with online banking. Uphold security procedures, evaluate funding sources for fraud detection, and process paperwork accurately. Utilize CRM systems, manage leads, and improve satisfaction. Stay updated on market trends.
- Contact prospective customers, develop financial plans, and liaise with funding sources. Offer competitive options, drive sales, and maintain client contact. Cross-sell services and provide support. Interview customers, maintain confidentiality, and input data accurately.
Education
Bachelor of Commerce - Accounting And Finance
University of Karachi
Karachi, Pakistan01.2010
Skills
- Operations Management
- Team Leadership
- Problem-Solving
- Customer Service
- Financial Management
- Risk Management
- Communication Skills
- Technology Proficiency
- Analytical Skills
- Adaptability and Flexibility
- Sales and Cross-Selling
Certification
- Anti-money laundering and combating the financing of terrorism (AML/CFT).
- Uplifting Service by Ron Kaufman.
- Islamic Banking and Finance.
- Operations Management development program.
Timeline
Operations, Associate
Arete Performance
08.2022 - Current
Team Lead, Business Solutions
Daraz (Alibaba Group)
05.2019 - 08.2022
Branch Operations Manager
HBL Bank Limited
07.2012 - 04.2019
Premier Phone Banker
MCB Bank Limited
09.2007 - 07.2012
Bachelor of Commerce - Accounting And Finance
University of Karachi