Payment System Manager - Bank AL Habib Limited
(2022-06)
- Collaborated with senior management to align digital banking priorities with organizational goals.
- Acted as liaison between internal teams and vendors to ensure timely project delivery.
- Conducted stakeholder meetings for requirements gathering, analysis, and timeline updates.
- Documented meeting minutes and tracked follow-up actions for all stakeholders.
- Reviewed and presented user stories to development teams for workflow clarity.
- Reviewed business analysis before QA testing to confirm production readiness.
- Supported go-live activities and managed post-cutover issues per IT SOPs.
- Coordinated SIT and UAT phases for smooth testing.
- Ensured test environment readiness for banking projects.
- Support risk management, fraud controls, and compliance
- Ensure smooth, secure, and efficient operations
Assistant Manager / Business Analyst – Call Center - Habib Bank Limited
(2018-06 - 2022-05)
- Liaised between stakeholders and operations to resolve bottlenecks and improve call center workflows for improved service delivery.
- Created and maintained a roadmap for call center process enhancements.
- Prioritized improvements and features based on business value and customer impact.
- Managed full lifecycle of initiatives from requirements to implementation.
- Tracked metrics and progress, addressing issues affecting service quality.
- Delivered post‑implementation support and performance reviews for continuous improvement.
ADC IT Assistant Manager - Habib Bank Limited
(2016-10 - 2018-05)
- Support Web applications like CTL, and IRIS and provide application 1st level support.
- Coordination with Audit & MIS reporting teams.
- 1st level support for all Channel of Sybase (Mobile Banking, Internet Banking, HBL Payment System)
- Removal of SAF records e.g. failed, timed out, rejected transactions.
- Hands on working experience on Online / Prime & Fraud Guard Credit Card applications.
- Experienced in managing Credit Card/Prime fraud guard applications, coordinating directly with TSys, and deploying fresh licenses every three months.
ADC ATM Support Officer - Prime Human Recourse Pvt. Limited (Habib Bank Limited)
(2015-10 - 2016-09)
- Interaction with vendors for issues resolution, follow-ups, job completion.
- Coordination with NCR, Wincor and Diebold for fresh key installation cassette configuration and troubleshooting
- ADC connectivity including RBTS, M commerce, 1Link Euro net, VISA, Master, and other external networking.
- ATM technical support of ATMs all over the network Pan Pakistan & Remotely Support of Offsite ATMs
- Monitor all ADC channels provide hourly report, with the help of IRIS and Vision also extract report with query and Dashboard.
- Monitor SMS gateway, 1st level troubleshoots with coordination with M3Tech.
Call Center Application Support Officer - Prime Human Recourse Pvt. Limited (Habib Bank Limited)
(2013-11 - 2015-09)
- Avaya Call Center Elite Solution
- Supervise and manage call center teams, driving performance improvements.
- Oversee AVAYA Site Administrator with PRI monitoring and troubleshooting.
- Supervise user provisioning, including AVAYA ID creation and access management.
- Implement and configure AVAYA IP telephony solutions.
- Support CMS reporting and maintain real‑time wallboard dashboards.
- Administer NICE Recording platform for call center compliance and quality assurance.
- Drive solution improvements and system upgrades for enhanced functionality.
- Configure integrations, manage user IDs, and provide RDV support.
- Design and implement customized e‑forms and complaint handling modules.
Technical Support Executive (Call Center Agent) - Ibex Global-TRG Private Limited Qubee
(2010-10 - 2013-09)
- Deliver timely and professional assistance to customers via call distribution software and internet based support channels.
- Providing accurate information and assistance in response to customer inquiries, concerns, and service requests.
- Collecting and analyzing customer details to identify issues and determine appropriate solutions.
- Researching and utilizing available resources to resolve technical problems effectively.
- Adhering to established processes and procedures to ensure consistent service quality.
- Escalating high-priority issues in line with client specifications and redirecting cases to the appropriate teams when necessary.
- Offering alternative solutions aimed at customer retention and satisfaction.
- Conducting follow-ups and scheduling call-backs to ensure issues are fully resolved.
Internship - Pakistan International Container Terminal
(2008-12 - 2009-02)
- Resolving Technical Issues Related to RTG & STS hardware.
- Support Container Scanner.
- Observe Powerhouse Working.
