Umme Laila
Ottawa,ON
Summary
Dynamic and client-focused Banking Professional with over 10 years of diversified experience in retail, SME, and customer service roles across leading financial institutions. Recognized for consistently exceeding performance targets, strengthening client relationships, and ensuring compliance with regulatory frameworks. Skilled in credit analysis, portfolio management, and cross-selling of financial products to drive revenue growth and customer satisfaction. Adept at balancing operational efficiency with personalized service.
Overview
17
17
years of professional experience
Work History
Relationship Manager - Retail
Habib Metro Bank Limited
Islamabad, Pakistan
06.2025 - 08.2025
- Delivered a wide range of financial solutions including deposits, loans, insurance, and investments.
- Cultivated trust-based relationships with clients, ensuring high retention and satisfaction.
- Increased product adoption by cross-selling retail banking solutions such as credit cards and loans.
- Partnered with suppliers and stakeholders to strengthen business collaborations.
Relationship Manager - Retail
United Bank Limited
Islamabad, Pakistan
02.2024 - 06.2024
- Delivered customized banking solutions aligned with individual and corporate client needs.
- Enhanced client loyalty by consistently providing superior service experiences.
- Generated new business opportunities through consultative selling of banking products.
- Established and nurtured long-term relationships with key clients and partners.
Relationship Officer - SME
Bank Islami Limited
Islamabad, Pakistan
09.2021 - 12.2023
- Assessed SME credit proposals and financial performance in line with SBP prudential regulations.
- Managed a diversified SME portfolio, ensuring timely renewals and accurate credit monitoring.
- Maintained client ratings and ensured effective recovery of quarterly markups.
- Conducted client visits to validate collateral and safeguard bank's interests.
Customer Facilitation Agent
U Microfinance Bank
Islamabad, Pakistan
04.2021 - 08.2021
- Provided prompt resolution to customer inquiries and complaints, ensuring service SLA compliance.
- Facilitated loan applications, approvals, and disbursements while maintaining customer satisfaction.
Independent Banking & Customer Service Consultant
Freelance
Pakistan
08.2010 - 08.2021
- Provided freelance consultancy to small businesses and individuals on financial management and banking processes.
- Delivered training sessions on customer service, financial literacy, and compliance best practices.
- Assisted clients in preparing documentation for loan applications and credit evaluations.
Customer Services Officer
Bank Alfalah Limited
Islamabad, Pakistan
12.2008 - 07.2010
- Assisted customers in account openings, product selection, and day-to-day banking needs.
- Processed transactions including cash, cheques, debit cards, and cheque books.
- Ensured strict adherence to compliance, KYC, and data privacy protocols.
Education
Bachelor of Commerce (B.Com) -
University of the Punjab
01.2008
Skills
- Retail & SME Banking
- Financial analysis
- Client relationship management
- Credit evaluation
- Consultative selling
- Risk assessment
- Market research
- Client Relationship Management
- Credit Proposal & Financial Analysis
- Risk & Compliance (KYC/AML)
- Customer Service Excellence
- Portfolio & Account Management
- Sales & Cross-Selling of Banking Products
- Operational Efficiency
- Problem Solving
- Strategic Communication
Training
- Business Ethics & BAL Culture, Bank Alfalah, 06/01/10
- KYC & Anti-Money Laundering, Bank Alfalah, 07/01/09
- Internship, Bank Alfalah, 08/01/08 - 12/31/08
Key Accomplishments And Skills
- Successfully managed SME and retail banking portfolios exceeding $10M, ensuring compliance and profitability.
- Consistently exceeded sales and cross-selling targets by up to 20% through strategic client engagement.
- Streamlined credit analysis and loan approval processes, reducing turnaround times by 15%.
- Strong expertise in regulatory compliance, risk management, and KYC/AML protocols.
- Recognized for delivering customer-centric solutions, achieving high retention and satisfaction levels.
Affiliations
- Community Service / Charity Involvement
- Event Organization / Cultural Committees
- Financial Literacy Volunteering
- Cooking & Healthy Living
- Traveling & Exploring Cultures
Timeline
Relationship Manager - Retail
Habib Metro Bank Limited
06.2025 - 08.2025
Relationship Manager - Retail
United Bank Limited
02.2024 - 06.2024
Relationship Officer - SME
Bank Islami Limited
09.2021 - 12.2023
Customer Facilitation Agent
U Microfinance Bank
04.2021 - 08.2021
Independent Banking & Customer Service Consultant
Freelance
08.2010 - 08.2021
Customer Services Officer
Bank Alfalah Limited
12.2008 - 07.2010
Bachelor of Commerce (B.Com) -
University of the Punjab