Mahwish Shabbir

Member-focused banking professional with 8+ years of experience in sales, credit and investment advisory, and relationship management. Proven record of exceeding branch sales targets, delivering advice-based solutions to personal and small-business clients, and building long-term trust through proactive, need-based discoveries. Completed the CSI Certificate in Financial Services Advice and skilled in cash handling, transaction processing, and delivering a superior Member Experience.

Strong negotiation, interpersonal, written, and oral communication skills, paired with effective time management and problem-solving, support accurate, timely service and lasting Member relationships. Comfortable with Microsoft Office and Outlook, and confident learning and integrating AI and low/no-code productivity tools such as Microsoft Copilot and Power Platform into daily work. Currently completing a post-graduate program in Applied Data Analytics, reflecting a data-driven approach to improving Member experience and branch efficiency

Customer Services Officer - Pak-Canadian Foreign Exchange - Toronto, Canada

• Meeting and greeting customers to maintain and enhance customer relationships.
• Assisting Customers with Financial transactions, including deposits and withdrawals, while ensuring accuracy.
• Cash handling and vault management.
• Maintaining organized and compliant records to ensure easy access and confidentiality.
• Arranging meetings, conferences, and other events, and ensuring that all necessary materials and equipment are available.
• Serving as the primary point of contact, handling phone calls, requests, and inquiries while providing exceptional customer service.

Branch Operations Manager - United Bank Limited - Lahore, Pakistan

(2024-10 - 2024-12)

• Identifying growth opportunities and supporting sales initiatives to meet branch targets.
• Addressing complex inquiries, resolving issues, and promoting banking services to attract and retain clients.
• Led sales and marketing management initiatives, promoting banking products and services to expand the client base and drive branch revenue growth.
• Achieved the highest KPI score among branch staff, consistently exceeding performance and service targets.
• Directing daily operations, managing workflows, ensuring smooth transaction processing, and verifying account documentation.
• Recruiting, training, motivating, and scheduling branch personnel, setting goals, and conducting performance reviews.
• Ensure adherence to bank policies, regulatory requirements, managing risk, and reporting discrepancies to the compliance department.
• Overseeing loan processing, credit applications, and preparing financial/progress reports.

Branch Operations Manager - Habib Bank Limited - Lahore, Pakistan

(2023-05 - 2024-10)

• Manage Day-to-Day branch operations to ensure efficient and effective delivery of banking services.
• Foster a customer-centric culture by prioritizing customer needs, training staff accordingly and continuously improving service quality.
• Directed sales and marketing management strategies, including product promotion and cross-selling campaigns, to grow branch revenue and market share.
• Supervising and coordinating the activities of branch staff, including cash tellers, customer service representatives, and other operations & sales personnel.
• Ensuring compliance with bank policies, procedures, and regulatory requirements and achieving A+ and B+ audit categories.
• Identifying, assessing, and mitigating operational risks and fraud, ensuring minimal exposure to the bank. Implement and maintain effective controls to prevent fraud, errors, and omissions.
• Leading, motivating, and developing a high-performing team, providing coaching, guidance, and feedback, and achieving the highest KPI score of 100% in the branch.
• Continuously reviewing and improving branch operations processes, identifying opportunities for efficiency gains and cost savings.
• Managing the branch's financial performance, monitoring income and expenses, and implementing cost-saving initiatives.

Financial Advisor - Habib Bank Limited - Lahore, Pakistan

(2017-11 - 2023-04)

• Account opening, answering customer questions and providing information on bank products and services, including account opening, loans, credit cards, and other banking services, and scored highest in the bank for delivery.
• Providing a warm and professional welcome to customers, ensuring they feel valued and supported.
• Assisting customers with account-related queries, such as balance inquiries, transaction history, and statement requests.
• Complete administrative tasks to help the Management team: manage office stationery orders, boardroom scheduling, and provide support to the Branch Operations Manager when needed.
• Listening to concerns, empathizing with their issues, resolving problems promptly and professionally, and keeping momentum.

Banking Advisor - Habib Bank Limited - Lahore, Pakistan

(2016-12 - 2017-10)

• Proactively engage with clients in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities.
• Receive and verify cash deposits from customers and ensuring accuracy and authenticity against more than.
• Actively listen and engage clients in conversation to further understand their individual needs.
• Count and balance cash in the cash drawer, ensuring that the cash on hand matches the recorded amount.
• Dispense cash to customers for withdrawals, ensuring that the correct amount is dispensed.

Post-Graduate Certificate - Applied Data Analytics - Durham College

Graduate Certificate - Supply Chain Management - Durham College (2025-08)

Master's Degree - Management Science - National College of Business Administration & Economics (2019-10)

Bachelor of Science - Computer Science - Punjab University (2016-08)