Muhammad Imran Faiz
Islamabad
Summary
Professional banker with over a decade of experience delivering banking solutions, managing client needs and risk management.
Proficient in all aspects of bank management and operations, including account management, customer services, staff coordination, and product sales.
Supervised exponential account growth, savings and Current account establishment increased by over 150%.
Proven track record in process improvement, team leadership and compliance.
Dedicated resources to effective and innovative management to ensure exceptional results for financial institutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operation Manager/CSM
Habib Metro Bank LTD
Islamabad
02.2022 - Current
- Developed and implemented sales and marketing strategies to align with annual sales initiatives.
- Provided first-rate customer service by identifying and addressing customer concerns and inquiries.
- Delivered associate performance evaluations to determine merit increases and bonus amounts.
- Invested funds and recommended appropriate dividend issuances based on historical dividend patterns and expected cash flows.
- Conducted regular meetings with staff members to discuss progress towards goals.
- Created sales action plans to consistently meet employee retention, profit, customer experience and lending goals.
Customer Service Officer
Summit Bank
Islamabad
10.2014 - 12.2019
- Provided front-line support to customers, addressing inquiries related to account management, transactions, and banking products with accuracy and efficiency.
- Successfully led a project team that implemented a new customer feedback system, resulting in a 20% increase in positive customer reviews within the first quarter of launch.
- Demonstrated exceptional interpersonal skills, building strong rapport with clients and managing a client portfolio of 300+ accounts.
- Collaborated with internal departments, such as the credit and risk team, to resolve complex customer concerns and ensure timely issue resolution.
- Played a vital role in training and mentoring new customer service officers, sharing insights and best practices to facilitate their integration into the team. Consistently met and exceeded performance targets, maintaining an average customer satisfaction score of 95%.
Education
Graduation - Commerce
Punjab University
Lahore07-2014
Skills
- Customer Relationship Management (CRM)
- Business Development
- Performance Management
- Expense Tracking
- Financial Management
- Policy Implementation
- Strategic Planning
- Marketing
- Staff Development
- Business Administration
- Workforce Management
- Key Performance Indicators
- Customer Experience
- Customer Satisfaction
- Financial Reporting
- Customer Support
- Service Operation
- Operations Management
- Customer Service Management
- Technical Support
- Budget Control
- Business Planning
- Project Management
- Sales Techniques
- Salesforce Management
- Cross-Functional Team Management
- Time Management
- Performance Evaluations
- Staff Management
- Team Leadership
- Brand Management
- Complex Problem-Solving
Accomplishments
- Employee of the year for achieving highest deposit in a year
- Bancaensurance sale 3.5 million
Certification
- Diploma in office management
- Certificate cash management
Timeline
Operation Manager/CSM
Habib Metro Bank LTD
02.2022 - Current
Customer Service Officer
Summit Bank
10.2014 - 12.2019
Graduation - Commerce
Punjab University
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