Muhammad Abdul Rafey Khan
Banker / Trainer
Lahore
Overview
32
32
years of professional experience
Work History
Instructor / Faculty Member
The Bank of Punjab
Lahore
04.2023 - Current
- Support in smooth execution of the In-house Training Calendar.
- Participate in design of the course content and modules and provide input as a Trainer and/or Subject Matter Expert, ensuring accuracy and comprehensiveness in subject and training content / information / module flow.
- Provide input in accuracy and comprehensiveness on subject content, assessment mechanism, method & content with respect to delivery of the content.
- Manage classroom participation and participant engagement.
- Ensure responsible, professional and respectable behavior of the participants and visitors is maintained at all times within and outside the training center.
- Ensure learning objectives and course content is delivered as per established standards & goals and are able to achieve desired learning outcomes as planned.
- Support in obtaining, analyzing and providing feedback internally and externally on the written and verbal feedback from participants and instructors on quality, accuracy and agreed goals of the training programs that are delivered.
- Support in collection, compilation, analysis of attendance and relevant data pertaining to planned, scheduled and delivered trainings.
- Carry out and contribute in special assignments, projects and activities as and when assigned by senior leadership and line manager.
ROCC / RCM
The Bank of Punjab
Lahore
09.2022 - 03.2023
- To ensure that all branches of Region are fully compliant to bank policies and SOPs.
- Training and grooming of Branch Operations staff.
- That service quality standards are according to bank’s policy.
- That Financial and Operational Discipline is in place.
- Surprise branch visit to check branch working in order to achieve Operations & SQ Excellence.
- Improvement in Branch Audit performance, wherever required.
- Strengthen internal controls, reduction in expenses and LOI.
- Analysis of Branch Audit Reports to asses gaps in Operations and suggest to BOM/AOMs and ROM to ensure that lapses are not repeated again.
- Deceased case monitoring at Branches of Regions and ensure that all deceased accounts are closed after disbursement.
- Ensure that there is no leakage of income at branches end.
- Guiding branches on how to close long outstanding audit issues and avoid fake rectifications.
Regional Operations Manager
The Bank of Punjab
Lahore
07.2018 - 09.2022
- Main purpose of this position is to implement and control operations of 39 full and 4 sub branches, through the team of 5 Area Operations Managers, ensuring full compliance of bank policies and SOPs and ensure that all prudential regulations and SBP policies are followed in its true spirit.
- Achieving desired audit excellence
- That service quality standards are according to bank’s policy
- That Financial and Operational Discipline is in place
- Regular surprise branch visit to check branch working
- Coordinate with Head Office, Central Bank, Law Enforcing agencies and other departments for day to day affairs
- Work for People Development by identification and arranging internal and external training sessions for Operations staff.
- Maintenance, at high level, and improvement in Branch Audit performance wherever required.
- Monitor cash holding levels at branches regularly to ensure better profitability.
- Manage the team of Branch Operation Managers to maximise their utilisation with the aim to strengthen internal controls, reduction in expenses and LOI.
- Ensure that not only existing customers are retained but new customers are taken on board through excellent customer service.
- Apart from this, I have also been training staff being Master Trainer KYC/AML & CFT as and when desired by the Learning & Development Centre.
Managing Partner
The Smart School
02.2018 - 07.2018
- Purchased own School under franchise agreement with one of the Top School chains “The City School” and managed it as Managing Partner for almost four months.
- During this short period I managed to take the institution out of loss by making strategic changes.
- Later on I opted to join banking again as I felt that my experience is being wasted in this new field.
Regional Operations Head
United Bank Ltd.
Lahore
09.2015 - 09.2017
- Worked in United Bank Limited from September 2015 till September 2017 as Regional Operations Head.
- In this role I was heading a region of three Districts comprising of 57 Conventional & Islamic branches.
- Achieve Operational Excellence.
- Manage the team of District Customer Services managers to maximise their utilisation with the aim to strengthen internal controls, reduction in expenses and LOI.
- Work for People Development by identification and arranging internal and external training sessions for 300+ Operations staff.
- Ensure timely submissions of Statements/audit reports etc to internal and external regulators by the branches/Districts.
- Monitor cash holding levels at branches regularly to ensure better profitability.
- Upgrade branches one notch up in audit and category ratings.
- Ensure Win Win coordination with Sales Team by encouraging participation of all staff in business generation without compromise on controls.
- Ensure to provide excellent customer services to external as well as internal customers.
- Maintenance, at high level, and improvement in Branch Audit performance wherever required.
- Ensure Procedural Compliance.
- Improve service quality at branches to satisfactory level.
- Direct Reports: Operations of 3 Districts and 3 RO staff.
Regional Operations Manager
MCB Bank Ltd.
Lahore & Sheikhupura
06.2011 - 08.2015
- The main purpose of this job is to manage, lead, motivate and guide the team of operations & Internal Control staff of the region of 28 branches in order to achieve operational excellence by ensuring strong compliance culture and controls as per laid down procedures/policies thus helping sales staff to focus on sales and delivery of quality services to customers.
- This role is also responsible for the credit quality of the region's portfolio, human resources along with financial resources of the region.
- Ensure that branches adhere to operational manuals through regular branch visits as to ascertain the progress of day to day operational issues / exceptions.
- Managing the team of Internal Control Officers to maximise their utilisation with the aim to strengthen internal controls and compliance.
- Review of system reports and controls, identifying bottlenecks and control weaknesses for suggesting corrective measures thereon.
- Ensure timely submissions of Statements/audit reports etc to internal and external regulators by the branches.
- Monitoring of cash holding levels at branches on periodic basis so to ensure better returns are earning from Principal Office and reducing security perils.
- Staff Trainings/Rotation/Motivation/Performance evaluations with the view to build strong people assets for the bank.
- Direct Reports: Operations of 28 Branches, Internal Control Officers and Regional Office Staff
Branch Operations Manager
Askari Bank Ltd.
Lahore
06.2010 - 06.2011
- Opted for the role of BOM at the flagship branch of Central Region in order to stream line operations of branch which had various problems.
- Evaluation and servicing clients as per their requirements and standards specified.
- Administered all departments including General Banking, Cash, Accounts, Online Banking and Accounts Opening.
- Coordinated with State Bank of Pakistan, Askari Bank Treasury, different Banks and Head Office for implementing financially viable policies.
- Adhered to corporate requirements while participating in commercial negotiations, with the aim of achieving both short and long term business benefits.
- Addressed day-to-day commercial issues including financial and taxation matters.
- Played role in achieving higher audit rating as previous year’s rating was downgraded due to internal fraud (under previous different Manager Operations).
- Built a new team in order to overcome different problems at branch.
- Lead the team of over 35 people to attain branch’s deposit targets and to reduce operational expenditures to contribute in improving the profitability of the branch by almost 10%.
- Effectively maintained long-term customer relations with both retail and corporate clients and attained a “no-complains” environment at branch.
- Streamlined the Account Opening, Accounts and Internal Control Departments, which improved internal coordination and functioning of the branch.
- Direct Reports: Operations, Admin and Foreign Trade staff.
Branch Manager
Askari Bank Ltd.
Lahore
12.2007 - 05.2010
- Reported to the Area Manager and lead a team of 19.
- Formulated strategic plans for driving business expansion in the region through increase in business form existing clients as well as developing new clientele.
- Aligned business strategies with the core values, vision and mission.
- Ensured that all client queries are satisfactorily resolved within specified time and commitments are met to achieve high client satisfaction levels.
- Worked out solutions to business issues in a collaborative manner with all team members and other departments.
- Identifying of process loopholes/ bottlenecks and instituting measures for enhancing operational efficiency as well as customer satisfaction.
- Held weekly performance reviews and determining of targets with the aim to maximise revenue generation.
- Maintained relations with SME and Retail Clients for optimising service levels and long term business relations.
- Kept track of all key business and monetary issues, relating to Account Operations, Payables/Receivables, Monthly Reconciliation and Treasury Operations.
- Contributed to the management of the staff including training, development and performance.
- Motivating them to attain assigned revenue goals and boosting performance through incentive schemes.
- Superseded Deposit Target of Rs. 500 Million in 2009 al A. I. Town Branch Lahore.
- Achieved annual targets for the year 2008 in a just a quarter (April – July) with the integration of business development for the newly opened branch at Main Market, Gulberg, Lahore.
- Instrumental in restructuring the bank’s branch at Allama Iqbal Town, Lahore from being a dormant and non-progressive one to that of a profit-generating one.
- Attained almost all planned targets for the branch in just last four months of 2008 after my transfer there.
- Direct Reports: Operations, Advances, Foreign Trade, Sales and Admin staff.
Manager-Operations
Askari Bank Ltd.
Lahore
10.2006 - 12.2007
- Evaluated business proposals for securing new business and servicing clients as per standards specified.
- Administered all departments including Foreign Trade, General Banking, Cash, Accounts, Online Banking and Accounts Opening.
- Coordinated with State Bank of Pakistan, Askari Bank Treasury, different Banks and Head Office for implementing financially viable policies.
- Adhered to corporate requirements while participating in commercial negotiations, with the aim of achieving both short and long term business benefits.
- Addressed day-to-day commercial issues including financial and taxation matters.
- Played a stellar role in achieving higher audit rating for the year 2007 and completed all statutory and internal audits within timelines specified.
- Lead the team of over 40 people to attain highest individual branch deposits of PKR 475 millions for 2007.
- Thereby improved the profitability of the branch by almost 5 to 7%.
- Effectively finalised long-term customer relations with both retail and corporate clients and attained a “no-complains” record all through the year.
- Handled major corporate clients like ICI Pakistan, Hasnain Group, Nagina Group and Shahzore Group.
- Pivotal in streamlining the Account Opening and Accounts Departments, which improved internal coordination and functioning of the bank.
- Direct Reports: Operations, Admin, and Foreign Trade Staff.
Manager Foreign Trade & Exchange
Askari Bank Ltd.
Lahore
07.2004 - 10.2006
- Served as Manager Foreign Exchange & Trade.
- Overseeing the effective implementation of financial policies, systems, procedures/ guidelines in the Foreign Trade and Foreign Currency Departments.
- Assessed credit limits permissible for clients and maintained updated documentation as per credit policy.
- Ensured feasibility of deals as per revenue generated and profits.
- Liaised with diverse players in the market for assessing client solvency.
- Conducted analysis of the financial needs on a proactive basis and providing feedback pertaining to the existing policy & modifications required to the decision-making authorities.
- Evaluated risks by analysing the credit rating and financial solvency of applicants.
- Succeeded in acquiring new clients (Corporate/ Retail) and retained the existing customer base by adopting the highest standards of customer service.
- Introduced new customers, thereby achieving all individual export/ import targets and for the Credit Department.
- Instrumental in refurbishing processes as per international standards of service, thereby raising quality of service being rendered to a demographically diverse set of clientele.
- Collaborated with State Bank of Pakistan and existing/ potential customers for tracking financial reporting systems, accounting procedures and subsequently introducing modifications to the financial systems implemented in the organisation.
- Direct Reports: All Foreign Trade Staff.
Manager Planning & Reporting (T&DD)
The Bank Of Punjab
10.2025 - Current
Manager-Trade Processing
Standard Chartered Bank Ltd.
Lahore
06.1999 - 07.2004
- Joined as Sub Manager; promoted to the position of Assistant Manager in Aug’99; and to the position of Manager-Trade Processing in Mar’01.
- Reported to Manager Foreign Trade at Standard Chartered Bank as Deputy Manager-Foreign Trade Services (Jun’02 to Jul’04); and to Manager-Trade Operations, North at ANZ Grindlays Bank as Manager Trade Processing from Jun’99 to Jun’02.
- Worked in the Corporate Service Delivery Department, engaged in management of all transactions pertaining to Export/ Import, Guarantees, Premium Service Banking and Institutional Banking Operations, including making timely settlement of payments, etc.
- Had Liaising with State Bank of Pakistan.
- Managed the portfolio of customers and maintained updated customer database.
- Extracting and utilising information to formulate strategies for enhancing organisational profitability.
- Handled the verification and authorisation of Demand Drafts/ P.O. for Premium Service Customers and processing foreign remittances for Institutional Banking Customers.
- Efficiently looked after the Corporate Service Delivery (North) in the absence of Manager-CSDN.
- Held merit for exceeding all pre-determined targets during the integration/ merger of ANZ Grindlays and Standard Chartered Bank.
Management Trainee Officer
Union Bank Ltd.
Lahore
03.1994 - 06.1999
- Handled activities pertaining to Foreign Exchange, Export and Import Departments, encompassing export collections and negotiations, monitoring State Bank returns, Import LC’s and import contracts.
- Remained on of the top performers for 3 consecutive years, viz., 1995, 1996 and 1997.
Education
MS - Management
University of Engineering and Technology
Skills
- KYC/AML & CFT
- Banking Operations
- Customer Service
- Foreign Trade
- Risk Assessment
- Compliance
- Foreign Exchange
- Fraud Investigations
- Letter of guarantees
- Key Account Management
- New Systems Implementation
- Team Management
- Staff Training
Languages
English
Urdu
Punjabi
Additional Competencies
- Master Trainer KYC/AML & CFT
- Banking Operations
- Customer Service
- Foreign Trade
- Risk Assessment
- Compliance
- Foreign Exchange
- Fraud Investigations
- Letter of guarantees
- Key Account Management
- New Systems Implementation
- Team Management
- Staff Training
Professional Snapshot
31 years + quality experience in Branch Banking Operations, Foreign Trade, Regional Operations, Training and Customer Service with reputed local & foreign banks. An innate flair for accepting challenges and demonstrated business acumen in leading turnarounds, managing audits and achieving higher rate of organic growth, by effectively discharging functions. Skilled in formulating and implementing strategies, aimed at facilitating business expansion & growth, effective product promotion and client retention. Proven abilities in identifying process loopholes, drawbacks and streamlining them for attaining a high rate of organisational growth.
Professional Courses
- Master Trainer KYC/AML & CFT
- 3 days workshop on 7 Habits of Highly effective people by Franklin Covey
- 1 day workshop on Uplifting Service Standard by Ron Kaufman
- One day workshop on AML & CTF.
- Certified Regional Operations Manager conducted by MCB Staff College.
- Three days training session on Prevention of Frauds & Forgeries conducted by Askari Bank Training Academy.
- Three months course CeMop on Manager Operation’s Certification conducted at Askari Bank Training Academy.
- 8 Weeks’ Course on Effective Branch Management from Institute of Bankers Pakistan, Lahore in 2009 (Secured 2nd position).
- Banking Training Course for Management Trainees from Union Bank Academy, Lahore in 1994.
- Two days courses from Askari Bank Limited, Lahore in 2009 on: Time & Stress Management, Total Quality Management For Managers, Treasury Operations & Products.
- One day Workshops from Askari Commercial Bank, Lahore on Performance Management System in 2007; and Calculation of Risk Weighted Assets in 2009.
- One day Seminars from Askari Commercial Bank, Lahore in 2007 on Risk Management Operations and Business Continuity Plan.
- Two-day courses on: Treasury Operations from Askari Commercial Bank, Lahore in 2006, Managing Subordinates from Sensei, Karachi in 2003, Managing Peak Performance from Sensei, Karachi in 2002, Effective Communication Skills from Institute of Training and Consultancy, Karachi in 2002.
- Two days Conference on Askari Bank’s I.T. Requirements from Askari Commercial Bank, Rawalpindi in 2005.
- One day Seminar on Euro Procedures from American Express Bank, Lahore in 2005.
- 2-day Seminar on: WTO & Its Effects on Pakistan from Askari Commercial Bank, Rawalpindi in 2005.
- UCP 500 from Institute of Banking Finance and Management, Karachi in 2000.
- Three Days’ Course Foreign Trade from Union Bank Academy, Lahore in May 1997.
Timeline
Manager Planning & Reporting (T&DD)
The Bank Of Punjab
10.2025 - Current
Instructor / Faculty Member
The Bank of Punjab
04.2023 - Current
ROCC / RCM
The Bank of Punjab
09.2022 - 03.2023
Regional Operations Manager
The Bank of Punjab
07.2018 - 09.2022
Managing Partner
The Smart School
02.2018 - 07.2018
Regional Operations Head
United Bank Ltd.
09.2015 - 09.2017
Regional Operations Manager
MCB Bank Ltd.
06.2011 - 08.2015
Branch Operations Manager
Askari Bank Ltd.
06.2010 - 06.2011
Branch Manager
Askari Bank Ltd.
12.2007 - 05.2010
Manager-Operations
Askari Bank Ltd.
10.2006 - 12.2007
Manager Foreign Trade & Exchange
Askari Bank Ltd.
07.2004 - 10.2006
Manager-Trade Processing
Standard Chartered Bank Ltd.
06.1999 - 07.2004
Management Trainee Officer
Union Bank Ltd.
03.1994 - 06.1999
MS - Management
University of Engineering and Technology