Fraud Risk Management (FRM):

Develop and implement comprehensive fraud risk management strategies to safeguard the bank's assets and minimize potential losses.
Conduct regular risk assessments and reviews to identify emerging fraud trends and vulnerabilities.
Collaborate with internal stakeholders to enhance fraud detection mechanisms and strengthen controls.
Lead investigations into suspected fraudulent activities and implement corrective actions to mitigate risks.

Branch Banking Operations:

Oversee day-to-day branch operations, including cash management, customer service, and transaction processing.
Ensure compliance with regulatory requirements and internal policies and procedures.
Provide guidance and support to branch staff to deliver high-quality services and achieve operational excellence.
Implement initiatives to enhance operational efficiency and customer experience across branch networks.

Complaints Resolution and Customer\'s Conflicts Handling:

Facilitate communication and collaboration between Customer Management Unit (CMU), Branch Banking Operations, and other relevant stakeholders to address customer complaints effectively.
Organize and oversee investigations into complaints related to Branch Banking Operations, ensuring thoroughness and adherence to SBP regulations and internal policies.
Implement measures to expedite the resolution process and meet the bank\'s defined Turnaround Time (TAT) for complaint resolution.
Monitor progress on complaint resolution activities, identifying any bottlenecks or delays, and taking proactive steps to address them.
Provide regular updates to management and relevant stakeholders on the status of complaint resolutions, highlighting any trends or recurring issues.
Conduct regular reviews of complaint handling procedures and recommend improvements to streamline processes and enhance efficiency.
Serve as a subject matter expert on SBP regulations and internal policies related to complaint resolution, providing guidance and support to colleagues as needed.
Foster a culture of customer-centricity and continuous improvement within the organization, emphasizing the importance of timely and satisfactory resolution of customer complaints.

Process Improvement through Reengineering and Systemization:

Identify process inefficiencies and bottlenecks through continuous analysis and evaluation.
Lead process reengineering initiatives to streamline workflows and optimize resource utilization.
Integrate automation and technology solutions to enhance process efficiency and accuracy.
Establish performance metrics and monitoring mechanisms to track the effectiveness of process improvements.

General Ledger (GL) Monitoring:

Oversee the reconciliation and monitoring of general ledger accounts to ensure accuracy and integrity of financial data.
Collaborate with finance and accounting teams to resolve discrepancies and improve reporting processes.
Implement controls to prevent errors and unauthorized transactions in GL accounts.

Coordinator/Product Owner & Focal Person for SBP for Operations of Premium Prize Bonds:

Act as the primary point of contact for the State Bank of Pakistan (SBP) regarding premium prize bonds operations.
Ensure compliance with SBP guidelines and regulations governing premium prize bonds.
Facilitate bond issuance, redemption, and related services in accordance with SBP directives.