Syeda Yusra

Proactive and customer-focused banking professional with over 5 years of experience in branch management, service quality assurance, and customer relationship handling within banking institutions. Adept at maintaining operational efficiency, resolving client concerns, and ensuring consistent service delivery aligned with institutional standards. Strong interpersonal communication and conflict resolution skills, with a hands-on approach to solving daily branch-level issues.

Branch Manager (Admin & Service Quality Focus) at Security Investment Bank Limited (2019-12 – 2025-09)

• Ensure consistent delivery of high-quality customer service and smooth daily branch operations.
• Act as the first point of contact for VIP clients and ensure proper protocol during executive visits.
• Monitor customer experience touchpoints and resolve service-related complaints effectively.
• Supervise front-desk behavior and ensure professional conduct and appearance of staff.
• Maintain branch ambiance, cleanliness, safety, and comfort as part of service environment standards.
• Handle branch-level administrative matters including utility payments, travel arrangements, meeting logistics, and official documentation.
• Prepare operational reports for the head office and assist during compliance inspections and internal audits.
• Actively collaborate with staff to create a client-friendly environment and uphold service SOPs.
• Managed executive calendar, appointments, meetings, and travel schedules with zero conflicts.
• Coordinated internal and external meetings, prepared agendas, and ensured document readiness.
• Acted as the first point of contact for senior management, visitors.
• Recorded accurate meeting minutes and tracked action points for timely follow-ups.
• Maintained trackers for approvals, decisions, and pending tasks to ensure smooth workflow.
• Drafted and managed official correspondence (emails, letters, and reports).
• Handled confidential documents and sensitive information with high discretion.
• Organized and maintained both digital and physical filing systems for easy record access.
• Coordinated with departments, partners, and external parties for effective communication.
• Arranged travel plans, logistics, and accommodation for official visits.
• Supported senior management in daily administrative tasks, briefings, and planning.
• Ensured timely reminders to staff regarding deadlines and deliverables.

Financial Consumer Consultant (Service Support & Cross-Selling) at Askari Bank Limited (2017-01 – 2018-01)

• Provided product guidance and service-related support to walk-in and referred customers.
• Maintained a high standard of professionalism and customer care at all service points.
• Handled incoming inquiries, provided accurate information, and ensured timely follow-up on client issues.
• Supported front-end teams in delivering consistent customer experience.
• Recorded customer feedback and worked with supervisors to implement improvements.
• Recognized for building strong rapport with clients, contributing to retention and satisfaction.

Admin Officer (Project Coordination & Office Management) at Executive District Office (2016-06 – 2017-01)

• Coordinated district-level administrative projects including staffing and documentation.
• Maintained operational data and supported HR processes during recruitment phases.
• Oversaw preparation and updating of district records and supervised document flow.

BS (Hons.) in Psychology – Foundation University Rawalpindi Campus (2015)

H.S.S.C. in Arts – Govt. Degree College for Women, Satellite Town Rawalpindi (2008)

S.S.C. in Science Group – Asif Public School, Rawalpindi (2006)