About Syed Ahmed
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Phone 3332247876
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Academic Level Master’s Degree
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Gender Male
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Industry Banking
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Viewed 80
About me
I present myself as a well-qualified candidate in the field of Bancassurance | Wealth Control & Call Back Confirmation, Customer Services, Customer Service Centre, Complaint Investigation, Contact Centre, Sales, Process Optimization, Quality Assurance, Product Knowledge, Human Resources – On-boarding, Training, Administration & Fleet management and Procurement. Performing work duties spanning over a decade in aggressive Customer Services, Sales, Complaint Management and Human Resources/Administration in Corporate environments, I am confident that I will have much to offer once hired as part of your team.
Education
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2015 - 2018
Federal Urdu University Arts Science and Technology
Master's in Business Administration
I have completed my Master's of Business Administration in Marketing from Federal Urdu University Arts Science and Technology
Experience
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2023 - 2023
Global Financial Solution - Group
Manager Quality Assurance
Provide administrative support to the office of the COO, assist with budget and project management, and coordinate internal and external communications.
Provide consultation on administration issues with associated departments and facilitate interdepartmental coordination.
Maintain professional office standards and conduct, also perform duties as assigned by the COO.
Assist to Chief Operating Officer in special projects and task.
Lead and drive the Service Quality improvement initiatives across all divisions.
Develop the quality mechanisms, processes, and tools to drive the Customer Experience Program for the company.
Accountable for the Service Quality Strategy, Complaint Management and Service Quality related trainings.
Responsible for managing all QA functions, working with cross-functional departmental leadership to deliver high quality services.
Support Human Resources team to recruit talent at Branch level for all permanent, contract and third party positions.
Working closely with management and employees for improving work relationships.
Responsible to maintain corporate office staff records, analyzing & preparing headcount reports and submit in Human Resource upon their request.
Perform as a active member of GFS group website development and gathered the content which upload on website.
Establishes and recommends priorities for maintenance related work.
Assigns employee duties and reviews work for accuracy, completeness and compliance with established standards and procedures.
Coordinating contractor work along with unscheduled work.
Develop team schedules and assist in the successful onboarding and training of team members.
Create and communicate a clear list of expectations and goals for team members to follow.
Offer emotional support to project team members and make people feel valued. -
2018 - 2023
Bank Alfalah Ltd
Assistant Manager Bancassurance | Wealth Control and Call Back Confirmation
Monitor operational performance and driving operational process review needed to improve Bancassurance Section.
Monitor communication with relevant Stakeholders/Business team for their requirements and update internal MIS for effective management.
Effective team management to ensure the completion of all prerequisites within prescribed TAT.
Arrange to submit timely response to SBP queries pertaining to Audit.
Manage the team of 17 CBC officers, 03 document review and screening and 04 decentralized CBC officers in the Central, IBG, South and North regions.
Keep close interaction with Business Heads, Regional Business Heads, Area Managers & Chiefs Managers to resolve issues for smoothly execution the Banca operations.
Upgraded the Bank existing system with new features in the light of 4 eye concept.
Designed “SLA” between Bancassurance CBC & Bancassurance Operations department. Defined both department key functions duly approved by the management.
Directly involve in Bancassurance SMS development and authorized to coordinate with internal resources and vendors for the flawless execution of projects.
To lead the Wealth Management call back and documents review of the bank. Support Bancassurance Operations, Business team, Branches and Regional Sales Manager in BAU operations.
Interface with the sales team to identify position requirements, create job postings on external websites, and screen resumes throughout the hiring cycle.
Managed the candidate experience by being the initial contact, moving candidates through the interviewing process, pre-screening, and maintaining the recruitment pipeline.
Developed training programs to improve Call Back Confirmation and Front Line Sales Force performance. Classroom training of Customer Service Excellence, Customer Focus and Call Auditing. -
2016 - 2018
Bank Alfalah Ltd
Senior Officer Complaint Management Unit Credit Card/ADC
Performed as officiating supervisor and managing a team of individual for promptly resolving customer complaint pertaining to Consumer Finance products, Alternate distribution, Corporate and Branch Banking.
Trained, mentored, on-boarded and coached front end team to address customer grievances to meet and exceed all key indicators.
Identified process gaps aServicend errors and suggest recommendation on improvement to higher management.
Effective team management to ensure the completion of all prerequisites within prescribed TAT. -
2015 - 2016
Prime Human Resource
Officer Complaint Management Unit
More than 01 year experience in dealing matters pertaining to Credit Card, Branch Banking, Auto Loan, etc.
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2004 - 2014
WorldCALL Telecom Ltd A Subsidiary of Oman Telecom
Supervisor Contact Centre/Service Centre/Training/Customer Retention/Recruitment
More than 10 years rich experience in dealing matters pertaining to Contact Centre, Service Centre, Quality Assurance, Human Resources, Complaint Management, Product Development, Training and Administration etc.
Portfolio
Honors & awards
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2007
Employee of the Year
Certificate - Employee of the year 2007 WorldCALL Telecom Ltd. Direct reporting to the Chief Executive Officer at WorldCALL Telecom Ltd for special assignments.
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2008
Product Launching
Launching of Evolution-Data Optimized (EVDO) with the officials in Expo Centre in 2008.
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2012
Good Performance Certificate
Certificate of Achievement for the good performance in Customer Services in 2012 at WorldCALL.
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2016
Best Performance
Certificate of best performer in December 2016 at Bank Alfalah Ltd.
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2016
Certificate of Participation
Certificate on “Family Takaful & Bancatakaful Products” on March 2016 Bank Alfalah Ltd.
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2017
Hall of Fame Certificate
Certificate for nomination as “Hall of Fame” in the month of January 2017 Bank Alfalah Ltd.
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2017
Best Performance Certificate
Certificate as “Officer of the Month” in the month of May 2017 Bank Alfalah Ltd.
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2017
Appreciation Certificate
Appreciation Certificate in October 2017 Bank Alfalah Ltd.
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2019
Best Performance Medal
Management has endorsed my performance in Bancassurance department and acknowledged it profoundly. They allowed me to transform the entire unit and appreciated my different approaches which I applied within the Banca spectrum, our unit achieved exceptional performance in Q4 & Q1 and I have been awarded Bank Alfalah performance Medal.
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2019
Participation Certificate
Certificate on “Zindagi Premier Bancatakaful Products” on July 2019 Bank Alfalah Ltd.
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2023
Vendor Management
1) I have successfully onboard different vendors for General and Technical procurement on merit basis and ensure the transparency while ordering the office goods. 2) I have successfully decrease approximately 50% from the cost of Branch grocery every month, similarly I have stunningly decrease Branch electricity bill from 850000/- to 350000/-.
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2008
Deployment of Contact Centre Solution
Successfully deployed across the board WorldCALL Telecom Ltd own Call Centre solution with the association of Information Technology team and Call Center departments in the year of 2008.
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2021
Investment Services System Development
Lead Wealth Management (Investment Services) system development project with different team members and external vendor.
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2019
Bancassurance System Revamping
Involve Bancassurance system revamping and modification and also introduce new Bancassurance Prescreening & Physical review system which successfully deploy with the help of Information Technology team and approved by Bank senior management.
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2023
Solar System Deployment
Actively worked with 2 Solar vendors for the installation of large scale of On-grid Solar system in different projects i.e. North Town Residency Phase 1, 2,3 & 4, Comms, MMR, Sarafa Bazar, DHA City and Vanguard House of School.
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2023
School Automation
Directly involve in Vanguard House of School Accounts & Finance application development and authorized to coordinate with internal resources and vendors.
English 
Arabic