Usman A Sattar

A career opportunity in a progressive and result-oriented organization that seeks an ambitious individual, where acquired skills and education can be employed towards combined growth and advancement.

Head of Human Resource and Administration - Juit Technologies Private Limited

(2026-04)

• Led and managed all Human Resources, Administration, and Fleet Management operations of the organization.
• Developed and implemented HR policies, procedures, and employee engagement strategies.
• Managed recruitment, onboarding, performance management, and employee relations.
• Oversaw attendance, payroll coordination, leave management, and compliance with labor laws.
• Supervised office administration, facilities management, procurement, and vendor coordination.
• Managed company fleet operations including vehicle maintenance, fuel monitoring, tracking, and driver management.
• Ensured timely vehicle servicing, documentation renewals, and compliance with transportation regulations.
• Ensured smooth day-to-day administrative operations and workplace discipline.
• Conducted training and development programs to enhance employee performance and productivity.
• Maintained employee records, HR documentation, and organizational compliance standards.
• Coordinated with management to align HR and operational strategies with business objectives.
• Led and supervised HR, administrative, and fleet staff to achieve organizational goals.

Human Resource Manager - Vertical Edge

(2024-05 - 2026-03)

• Recruitment & Staffing: Manage the full-cycle recruitment process including job posting, screening, interviewing, and hiring.
• Collaborate with department heads to understand hiring needs and build effective staffing strategies.
• Develop and implement onboarding processes for new hires to ensure smooth integration into the organization.
• Employee Relations: Serve as the point of contact for employee concerns, grievances, and disciplinary actions.
• Foster a positive working environment by promoting effective communication, conflict resolution, and teamwork.
• Investigate and resolve employee issues, ensuring fair treatment and compliance with company policies.
• Performance Management: Oversee performance appraisal systems and guide employee career development.
• Implement strategies to recognize and reward employee performance.
• Work with managers to set employee goals, provide feedback, and manage performance improvement plans.
• Training & Development: Identify training needs across the organization and implement effective training programs.
• Facilitate leadership development and succession planning initiatives.
• Encourage continuous learning and professional growth among employees.
• HR Policies & Compliance: Develop, update, and enforce HR policies and procedures in line with company goals and legal requirements.
• Ensure compliance with employment laws, including wage and hour regulations, anti-discrimination laws, and health and safety standards.
• Maintain HR records, including employee files, leave balances, and other documentation.
• Compensation & Benefits: Administer employee benefits programs, including health insurance, retirement plans, and other perks.
• Conduct salary benchmarking to ensure competitive compensation packages.
• Assist with payroll processing and resolving any payroll-related issues.
• Strategic HR Planning: Work closely with senior management to align HR initiatives with the overall business strategy.
• Analyze HR metrics (e.g., turnover rates, employee engagement) and recommend improvements to policies and practices.
• Lead initiatives to enhance employee engagement, retention, and workplace culture.
• Workplace Health & Safety: Ensure the organization complies with health and safety regulations.
• Implement wellness programs to promote a healthy workforce.
• Oversee workplace injury and accident investigations and implement preventive measures.

Program Manager - Hatchtechs LLC

(2023-06 - 2024-04)

• Organizing programs and activities by the mission and goals of the organization.
• Developing new programs to support the strategic direction of the organization.
• Creating and managing long-term goals.
• Developing a budget and operating plan for the program.
• Developing an evaluation method to assess program strengths and identify areas for improvement.
• Writing program funding proposals to guarantee uninterrupted delivery of services.
• Managing a team with a diverse array of talents and responsibilities.
• Ensuring goals are met in areas including customer satisfaction, safety, quality, and team member performance.
• Implementing and managing changes and interventions to ensure project goals are achieved.
• Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
• Producing accurate and timely reporting of program status throughout its life cycle.
• Analyzing program risks.
• PPC Management and working on strategy with the marketing team.
• Daily reportings.
• Bpo floor Management.

Sr. Executive Training and development - Jagahonline.com

(2022-06 - 2023-06)

• Evaluate employee performance to gauge where skills are lacking.
• Create training programs to address skill gaps in employees.
• Prepare learning materials for programs.
• Develop onboarding programs for new employees.
• Conduct surveys to gauge the effectiveness of programs.
• Research new teaching methods.
• CRM training.
• Sales and skills training.
• Motivation sessions.
• Projects training.
• Attend education conferences.
• Recommends, designs develop, and learning and development programs that support the full employment lifecycle, including career, wellness, succession planning, and management and leadership development.
• Program development and delivery are facilitated both online and in person.
• Assesses needs, analyzes gaps, researches best practices, and partners with Human Resources colleagues and College management to identify, develop, and implement successful and innovative learning and development programs.
• Develops and implements program processes and procedures, maintains records, and tracks outcomes.

Training Executive - Bank Alfalah Contact Center

(2021-02 - 2022-05)

• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Develop and ensure the analysis of daily, weekly, and monthly reports to be used by management to assess and improve the operations.
• Designs learning strategies to fill needs as identified through analysis and in partnership with Team Managers and Operations Managers.
• Conduct training for both newly hired and existing staff, related to customer services, bank products, compliance, and processes.
• Conducting exams to evaluate the skills of the employee
• Conducting Classes For New Employees And Teaching Them The Contact Center Drill From The Basic
• Monitor recorded & live calls to ensure quality and consistency
• Conduct timely refreshers for existing products and fresh training on new products
• Responsible for formulating, maintaining, and adhering to the training schedule.
• Closely coordinate with stakeholders on arranging training refreshers, identify and communicate training needs for different products and processes
• Analyze and evaluate center training needs to develop recommended modifications or improvements to existing training programs, material, and curriculum.
• Spearheaded analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Contact Center representatives.
• Coach and mentor sales and customer service reps for peak performance through feedback and review of recorded calls both individually and in group training sessions.

Quality Assurance Operations Officer - Bank Alfalah Contact

(2017-09 - 2021-01)

• Processing of all financial and non-financial e-forms after validation from the system and call recording in line with approved processes.
• Recording, analyzing, and distributing statistical information
• Evaluation of calls for the monthly performance of phone banking officers, and share/highlight gaps to call center team for improving the quality
• Determining training needs
• Responsible for handling customer complaints registered on CMS
• Responsible for performing outbound calls to customers to rectify their grievances or to provide necessary information where required
• Provide feedback to the QA manager to work on weak areas/gaps in routine calls being evaluated daily
• Assessing customer requirements and ensuring that these are met
• Analyzing the training needs of phone baking officers based on the call evaluation and highlighting the same to the QA Manager

Phone Banking Officer - Bank Alfalah Contact Center

(2016-01 - 2017-09)

• To amplify desired support to customers by providing timely, reliable, and efficient services who are calling in for any query related to Credit / Debit Cards (i.e. Activation / Lost, Stolen reporting/ Balance Inquiry / Address Change, etc) through the state-of-the-art infrastructure. Process WARID Bill Payments / All Electricity Bill Payments / PTCL Bill Payments / GAS Bill Payments. About the above online payments, direct debit enrolments & termination handling complaints regarding utility bil
• To amplify desired support to customers by providing timely reliable and efficient services who are calling in for queries related to Banking Products: i.e. All Financings / Royal Banking Account Balance Inquiry/Product Information /Branch Information / Information related to Account.
• Well-timed generation of leads for various products launched by Bank Alfalah Limited (i.e. platinum, master titanium, gold, classic debit & credit cards/ house finance/auto finance / milkayat finance / karobar finance, etc increase business & revenue.
• Providing desired support to customers by introducing them to internet & mobile banking facilities which enables customers to use services online such as INTERBANK FUNDS TRANSFER, UTILITY BILL PAYMENTS, CARD PAYMENTS, AIRTIME, DONATIONS, etc.
• Maintain consistent performance throughout the year by providing excellent telephonic skills with accuracy and courtesy and reducing the number of customer complaints as compared to last year within the specified turnaround time.

Graduation - Khadim Ali Shah Bukhari Institute of Technology (2018 - 2020)

Intermediate (HSC) - Jouhar Degree Collage (2012 - 2014)

Matriculation (SSC) - Brilliant scholar’s academy (2010 - 2012)