Head of Sales & Customer Service (United Bank Ltd)
New YorkOctober 29, 2009
Curriculum Vitae
Personal Data
Name MURTAZA ALI MASOOD
Address Flat No 101, Marine Heights 1, Clifton Block-2, Karachi, Pakistan
Telephone (9221) 5837410
Mobile 0092-3218266428
E-mail montiali3000@hotmail.com, montiali3000@yahoo.com
Experience
United Bank Ltd
Working as Sales & Service Head Asset Products (South Cluster) from June 2008 to date
I am currently working as Sales & Service Head Asset Products (South Cluster) since June 2008 and listed below are my prime responsibilities and accomplishments:
Managing Credit Cards, Running Finance, Personal Loans, Auto Financing, Mortgage & Businessline Sales Teams in South Cluster
Simultaneously implement the Service strategy in all region.
To develop a customer focused culture in all Service centers of their respective Regions & business growth by developing & implementing strategies to enhance customer satisfaction level, customer retention & business growth.
Top notch customer satisfaction
Ensure that all queries / issues and complaints of walk-in customers related to Asset products are resolved
Ensuring that all process manuals, MIS for all walk–in customers and SLA’s related to Asset services are maintained and updated regularly. (Master File)
Ensuring that customer wait time (TAT) are implemented & met in accordance with the standard tolerance levels in all customer service centers.
Timely performance review of the team
Working to develop the new sales model from scratch that interlink with branches
Working to develop new low cost acquisition model across all six products
Closely coordinate with all Products Regional Heads day to day basis on issues
Responsible for branch managers and district managers training on all products.
Analyzing different accounts segments of the branch to cater for Asset Sales
Managing Rejection Review Unit and closely coordinate with Credit initiation unit for their resolution
Coordinate with product development team and credit policy on a daily basis to strengthen the sales.
Responsible for audit and compliance of South Cluster
United Bank Ltd
Working as Unsecured Sales Head (South Cluster) from Jan 2008 to date
I am currently working as Unsecured Sales Head South Cluster since Jan 2008 and listed below are my prime responsibilities and accomplishments:
Managing Credit Cards, Running Finance and Personal Loans Sales Teams in south cluster
Working to develop the new structure of branch sales from scratch to increase its current portfolio in south.
Working to develop new low cost acquisition model.
Responsible to increase portfolio of liability customers
Closely coordinate with all RCE / DM / BM on a day to day basis on unsecured issues
Responsible for branch managers and district managers training on unsecured products.
Analyzing different accounts segments of the branch to cater for Asset Sales
Managing Rejection Review Unit and closely coordinate with Credit initiation unit for their resolution
Coordinate with product development team and credit policy on a daily basis to strengthen the sales.
United Bank Ltd
Working as National Sales Manager; Credit Cards from Sept 2006 to Dec 2007
I am currently working as National Sales Manager, Credit Cards since Sept 2006 and listed below are my prime responsibilities and accomplishments:
Managing the Credit Cards (UBL-Team) product since Sept 2006 in eleven cities.
Working to develop the new structure from scratch to increase its current portfolio in further 8 cities.
Working on new cost effective model on variable structure of sales
Business management includes, market sizing, goal setting, capacity planning and budget forecasting.
Sales force Management of 550+ resources – Nation-wide.
Responsible to increase corporate (High profile co) portfolio
Managing portfolio of classic and preferred Cards.
Responsible for front end staff hiring / training.
Responsible for managing credit quality.
Sales Coordination point with all cross-functional departments.
Coordinate all the customer related issues with Service & Quality Dept.
Managing Rejection Review Unit and closely coordinate with Credit initiation unit
United Bank Ltd
Working as National Sales Manager; Personal Loans from Dec 05 to Sept 06
Responsibilities:
Managed the Personal Loan (UBL-Money) product Jan 2006 to Sept 06 in nine cities.
Helped Develop the book from scratch to its current portfolio size of over pkr 1 billion in 4 months.
Business management includes, market sizing, goal setting, capacity planning and budget forecasting.
Sales force Management of 200+ resources – Nation-wide.
Responsible for front end staff hiring / training.
Responsible for managing country volume
Closely coordinate with branches to resolve day to day issues.
Responsible for service delivery at all touch points for customer.
United Bank Ltd
Working as Regional Sales Head; Auto Financing South Region from Aug 05-Dec 05
Responsibilities:
Responsible for the entire south region that includes Karachi, Hyderabad and Quetta
Developed the Auto Sales Structure in more than 130 branches of the region plus dealers network
Maintaining corporate relationship to boost bulk deals
Build a strong relationship within the Dealers and Manufactures
Analyzing different accounts segments of the branch to cater for Asset Sales.
Designed the compensation structure for Branch Mangers and Dealers Sales Team
Responsible for all Relationship Mangers training and development.
Responsible for preparing departmental budget
United Bank Ltd
Working as Regional Sales Head; Credit Cards Branch Network from Oct, 2003 –July 05
Responsibilities:
Responsible for the entire south region that includes Karachi, Hyderabad and Quetta
Developed the Branch Card Sales Structure in more than 130 branches of the region
Maintaining corporate relationship to boost deposit base of the branches
Build a strong relationship within the branches
Analyzing different accounts segments of the branch to cater for Asset Sales.
Designed the compensation structure for Branch Mangers and Branch Sales Team
Responsible for all Relationship Mangers training and development.
Responsible for preparing departmental budget
Responsible for the Branch Card Sales Productivity
Citibank N.A.
Working as Relationship Manager; Card Sales from October, 1999 to Oct 2003
Responsibilities:
Managing the team of 40 Sales Executives responsible for promoting Asset sales Products through Direct Sales Associates.
Increasing the total Bank’s portfolio by introducing value added products to high net worth organizations.
Maintaining corporate relationship with multinational companies.
Responsible for training and development of Sales Executives.
Analyzing financial statement of the companies and design affordable products based on sound financial standing.
Managing the financial activities of the unit in order to ensure bottom line profitability.
Representing the Asset Sales Department in the committee of Service Hurdle Solutions for solving inter departmental issues.
Responsible for hiring, training and coaching of sales representatives.
Implemented training courses for new recruits – speeding profitability
Managed the bottom line profitability of Direct Sales Associates.
Responsible for preparing departmental budget and controlling the expense lines.
Achieved the sales targets assigned by the management
Introduced monthly sales promotion to ensure productivity, good morale and team spirit.
Responsible for streamlining the process of Sales Force Management and ensuring legal compliance.
Making monthly product profitability report (PPR)
Citibank N.A.
Working in Treasury Dept. (G.C.B) from July 98 to Sept.99.
Responsibilities:
Responsible for State Bank reporting of Remittances, Dollar Bond and 3rd Currency Conversion.
Make a consolidated report for Treasury Trader.
Created nearly zero defect environments at work place.
Citibank N.A.
Working as Mentor (Credit Card Dept.) From Jan 98 to June 98.
Responsibilities:
Obtained, maintained and retained total strength of 22 team members at all the time.
Conduct several training program for the development of team members
Identified new target market that increased productivity of the team members.
HONOR AND ACHIEVEMENTS
Awards at UBL & Citibank Top NSM Award in unsecured business
Top RSH Award for establishing Branch Card Sales Structure
Attend International conference of Autos Dealers in London
Attend International course on VISA
Successfully clear the course on Consumer Credit (Citibank)
Top Relationship Manager in the month of May 2002
Top Relationship Manager to induct more CCM companies.
Sales person of the quarter 1997.
Sales person for the month Sep 97 and Feb’ 98
Surprise award for improving approval rate of Credit Cards.
Development courses at Citibank N.A.
EDUCATION
Bachelor of Commerce 1994 – 1995
Passed from Karachi University
Matriculation 1990-1991
PAF School Sharah-e-Faisal, Karachi
(affiliated from Federal Board Islamabad )
Professional Course MS Office
MS Excel
MS Word
MS Power Point
Using Internet & Email
Other Interest • Reading books related to marketing, financial institution &
Global Economy
• Playing Cricket
• Music
REFERENCES AND FURTHER DOCUMENTS WILL BE AVAILABLE UPON REQUEST
