Nada Zubair

• Checked and verified photo identification prior to granting facility access.
• Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
• Participated in staff meetings, special events, and professional development activities.
• Identified violators and escorted departing personnel to guard against theft of property.

· Monitor implementation of Operational procedures and build controls per standard checklist to avoid audit comments to check loose controls to prevent frauds.

· Ensure all critical issues identified during visit are escalated to next level.

· Meet assigned KPIs

· Visit branches per schedule.

· Follow up with the branches for rectification of outstanding observations related to Internal controls audit.

· Prepare summary branches in the dist.

· Put controls in place in order to ensure same are not found repeated in future visits

• Assisted in organizing and overseeing assignments to drive operational excellence.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Launched quality assurance practices for each phase of development
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Identified and communicated customer needs to supply chain capacity and quality teams.

· Adequate Service Delivery to improve performance of the staff with respect to Customer care.

· Branch Visits Perform required quality checks (SQ Branch Visit Review)

o Service huddles with each Branch staff to get an idea of training needs, clarification of procedure, policies etc.

o System(s) training

o Review Branch complaints, See their responses to PRU.

o Ensure corrective action are actually implemented by Branch in failed ISMs

· Branch Maintenance to meet expectations with respect to physical environment quality.

· Customer Satisfaction Survey & Mystery Shopping to meet and exceed the expectations of customers.

· Promote information which could help customers understand operational and financial risks, opportunities, make informed choices and understand their rights and responsibilities.

· Training, grooming and handholding of the Business Associates and the Bank staff.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided primary customer support to internal and external customers.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Maintained up-to-date knowledge of product and service changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
• Monitored, followed-up and escalated cases to meet customer response commitments.
• Supported co- team in implementing sales tactics and achieving growth objectives and sales targets.
• Facilitated meetings and discussions between clients, sales and delivery teams.
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Developed summaries to assess each client's participation level and determine targets for follow-up plans.

· Manages the High Network Individuals customer portfolio for the branch. Responsible for mobilization of deposits and assisting first time customers on opening their bank accounts. Liaises with current and prospective clients to provide financial advice, educate them on the Bank's services and products in line with the customers' personal requirements

· Sell Bancassurance, Personal Loan, Credit Card and Auto Loan.

· Manages the High Net worth Individuals customer portfolio for the branch

· Achieving all revenue targets & objectives in line

· Custodian of Deposits and Fund Mobilization.