Hannah Anwar Ali

Branch Operations & Compliance Financial Controls & Authorization Staff Administration & Performance Management Customer Service & Communication Workforce & Service Standards Management

• Oversaw daily branch operations including enforcement of cash handling limits and timely cheque forwarding for clearing.
• Conducted daily back-office reconciliations and ensured strict adherence to cash movement and control procedures.
• Monitored compliance with internal banking policies and regulatory requirements, ensuring full operational integrity.
• Authorized account payments and managed procurement and approval of branch stationery and supplies.
• Monitored branch revenue and expenditure, ensuring controllable costs were maintained within set budgets.
• Managed and reconciled suspense accounts to ensure accounting accuracy and timely adjustments.
• Handled all aspects of branch-level HR administration, including maintaining up-to-date personnel records and overseeing attendance and leave management.
• Supervised temporary and casual staff, addressing performance issues, issuing disciplinary warnings, and preparing required returns.
• Led regular staff performance evaluations through structured interim and annual appraisals.
• Identified staff training and development needs, and facilitated internal coaching and capacity-building sessions.
• Ensured timely resolution of customer queries in line with bank service level agreements to maintain high satisfaction and loyalty.
• Oversaw front-line responsiveness, ensuring all customer calls were answered and followed up promptly.
• Fostered strong communication channels between the branch and the Central Operations Processing Centre to enable rapid resolution of operational issues.
• Managed workflow and task distribution within the department to ensure adherence to service standards and turnaround times.
• Oversaw safe custody procedures, ensuring secure handover of valuables and compliance with audit guidelines.
• Maintained a high-performance culture by aligning daily operations with service delivery KPIs and internal benchmarks.
• Collaborated with stakeholders to define project scope, objectives, and deliverables for successful outcomes.
• Delivered exceptional customer service by understanding client needs, providing tailored solutions, and maintaining open lines of communication throughout all stages of the project lifecycle.
• Optimized supply chain management practices by evaluating current processes, identifying inefficiencies, and implementing cost-effective solutions.

Customer Relationship Management Complaints Management ATM Card & PIN Processing Statement Issuance & Account Information Cash & Teller Operations Account Opening & KYC Compliance

• Greeted customers and provided courteous, efficient service while directing them to appropriate departments.
• Addressed general customer inquiries and ensured prompt and satisfactory resolution of escalated issues within 24 hours.
• Collected and analyzed customer feedback through surveys and direct interactions to support service improvement initiatives.
• Received, documented, and followed up on customer complaints to ensure timely resolution and enhanced satisfaction.
• Communicated outcomes of complaint resolutions to clients and ensured feedback loops were closed professionally.
• Identified service delivery gaps and collaborated with relevant departments to implement corrective actions.
• Managed helpdesk tickets for customer experience issues, ensuring resolution within established KPIs and standards.
• Handled processing of ATM card applications, data input into core banking systems, and dispatch of cards and PINs.
• Managed card replacements, ensuring timely and secure issuance in line with bank policies.
• Issued customer account statements on request and ensured timely delivery of quarterly statements.
• Responded to account balance inquiries and applied applicable charges in compliance with bank tariff guidelines.
• Maintained confidentiality and accuracy in handling sensitive client information.
• Processed cash payments, deposits, and cheque transactions accurately, adhering to verification protocols.
• Balanced cash drawers daily and ensured reconciliation with system totals before end-of-day closure.
• Verified authenticity of currency and cheques, checked for accurate endorsements, and ensured legal compliance in documentation.
• Posted customer transactions into the banking system, issued official receipts, and ensured proper batching and filing.
• Prepared repatriation cash packets and organized currency denominations appropriately.
• Conducted Know Your Customer (KYC) verification in line with regulatory and institutional policy.
• Captured customer data accurately in the banking system and ensured proper documentation and filing.
• Supported account search processes and assisted in onboarding new clients with a focus on service and compliance.
• Evaluated team performance regularly, providing constructive feedback and guidance to help each member reach their full potential in their service delivery roles.
• Proactively identified areas for improvement in service delivery processes, leading to continuous optimization efforts.

Procurement & Supply Management Inventory & Storekeeping Operations & Support Cashiering Support

• Managed the procurement of hotel supplies by identifying needs, sourcing reliable vendors, and ensuring timely delivery of quality goods.
• Maintained accurate records of all purchases and supplier transactions, ensuring accountability and transparency.
• Oversaw inventory control and stock management for all kitchen and service-related items.
• Monitored stock levels, conducted regular audits, and maintained an up-to-date inventory database to prevent shortages and overstocking.
• Ensured organized and secure storage of supplies in accordance with health and safety standards.
• Supervised day-to-day store operations, ensuring efficiency, cleanliness, and adherence to internal processes.
• Collaborated with kitchen and service teams to forecast demand and align stock levels with operational requirements.
• Stepped in to assist with cashiering duties during peak hours or staff absence, processing customer transactions accurately and efficiently.
• Developed and strengthened supplier relationships.
• Evaluated vendor performance regularly to maintain reliable supply chain operations and address issues promptly.