Areeba Ghazal

Results-oriented Operations Professional with progressive experience in process optimization, cross-functional team coordination, and stakeholder management. Adept at managing day-to-day operational workflows, ensuring regulatory governance, and driving continuous service improvement. Proven track record in maintaining high service delivery standards, fast-tracking incident resolution (customer concerns), and mitigating operational risks.

Currently leveraging transferable operational skills and aligning expertise with the ITIL framework to transition into IT Service Management (ITSM) and Incident Management roles.

Branch Operations Manager (AVP) - United Bank Limited (UBL)

(2023)

• Incident & Escalation Management: Coordinate cross-functional support and security teams to manage critical operational incidents, business continuity requirements, and safety protocols, minimizing service downtime.
• Technical Stakeholder Coordination: Liaise directly with IT departments and technology vendors to fast-track the resolution of system, connectivity, and hardware issues impacting branch infrastructure.
• Service Delivery & SLA Compliance: Lead day-to-day service operations, ensuring all processing workflows adhere strictly to internal quality standards, regulatory policies, and compliance controls.
• Continual Service Improvement (CSI): Drive operational efficiency and continuous workflow optimization through structured performance reviews, KPI monitoring, and data-driven process updates.
• Client Relationship & Major Incident Handling: Act as the primary escalation point for high-value corporate/commercial clients, managing complex service requests and high-priority complaints to maintain retention rates.

Operations Officer - United Bank Limited (UBL)

(2022 - 2023)

• First-Line Incident Resolution: Handled end-user/customer ticket escalations and concerns with professionalism, ensuring timely resolution within established service turnaround times (TAT).
• Workflow & Process Execution: Executed day-to-day service workflows and supported the smooth, error-free processing of transactional requests in high-volume environments.
• Quality Assurance & Controls: Maintained strict operational controls, accurate documentation, and compliance standards to support overall service-quality frameworks.

Post Graduate Diploma (PGD) - Data Science & AI - NED University of Engineering & Technology

Certification - IoT & Python Programming - Sir Syed University of Engineering & Technology (2022 - 2022)

Bachelor of Science (B.S.) - Science - Federal Urdu University (2017 - 2021)