RABIA ZUBAIR

• Played a pivotal role in the launch process of a new bank in Pakistan, focusing on the development and implementation of a state-of-the-art customer experience department, adhering to compliance and governance standards.

• Led the design and implementation of customer experience strategies, processes, and technologies to ensure exceptional service delivery while maintaining regulatory and operational compliance.

• Developed and monitored Key Performance Indicators (KPIs) to track customer experience performance, satisfaction levels, and operational efficiency in alignment with governance frameworks.

• Enhanced customer convenience and operational efficiency by empowering customers with self-service options. A user-friendly mobile app, USSD functionality, and CRM development were instrumental in elevating the overall customer experience.

• Recruited, mentored, and developed customer service agents while ensuring adherence to governance and compliance standards for employee onboarding and training.

• The core focus is to conduct periodical reviews to get the updated information and to safeguard from financial crime or money laundering activities.
• Review & approve transactions with 100% accuracy within the established delivery standards with the agreed operating procedures
• The core focus is to conduct periodical reviews to get the updated information and to safeguard from financial crime or money laundering activities.
• Responsible for Procedures design review and implementation as per AML/CFT guidelines.
• Validate on going processes are in alignment with prevailing SBP regulations, and where necessary identify gaps implement corrective measures.
• To deal with auditors/compliance/governance team for data validation.
• Ongoing monitoring of customers' information to identify the gaps.
• Projects Involvement:
• Screening & Risk Rating implemented on all type of legacy accounts
• Involvement in Manual Process design of Branchless Banking Retail operations.
• To perform KYC remediation on all type of accounts.

• On Board corporate client and register their beneficiaries Mobile accounts.
• To Register Asaan Digital account, Full Digital Account Merchant to Distributors/QR/ Level 2 Subscriber's Accounts.
• Resolve the regulatory quires raised by stakeholders to improve the processes and controls.
• To review Digital Wallet product, USSD and the App channels ensuring the Fulfilling the process flows as per SBP regulation
• To Resolve Subscriber Mobile Account issues
• Projects Involvement:
• AMA (Asaan Mobile account)
• Develop AML screening
• Agent Assisted Product
• Development in app features
• Asaan Digital Accounts

• To Achieve service factor of call center Tats of help request achievement through effective management to ensure smooth operations.
• Work closely with the team, motivating and coaching them.
• Help identifying training needs of agents and arrange training sessions for them accordingly.
• To proactively support their manager by suggesting new ideas and questioning thinking where appropriate.
• Understand all organization's products, services, procedures, and guidelines and communicate same to all team members.
• Broadcast SMS to customer for product awareness, Security, campaigns.

• Dealing with correspondent Banks i.e MCB & UBL for all the channels of Telenor and Tameer.
• Top Ups (Telenor Sales ans Service Centre).
• Utility Bills Payment (Telenor & Tameer).
• Managing The Overall Telenor and Tameer Franchise and branches cash management and distribution activities.
• Handling Transfer IN/Out Issue.
• Entertaining customer's service requests via helping on Sale.
• Cash Management and Distribution issues.
• To fulfill request of Bank Statement of Franchises, Retailers & Subscribers.
• To Facilitate Corporate clients by catering the requests of Statements.
• To solve the Reversal & Adjustment Cases of Franchises & Retailers.
• Approval for Update, Activating or restricting an account.
• To fix other problems of customers through Service request like UB reversal, E-load Reversal, Insufficient funds.
• To Keep check & Balance online transactions of Franchises through e-banking.
• To Design proposals for progression in Cash Management Operations.
• Reconciliations.