Wasiq Butt

Career Objective Best utilization of my managerial, analytical and communication skills with broader responsibilities to allow professional growth and an opportunity to make a solid contribution to the overall efficiency and operations of a large organization along with the learning of new techniques to carry out the assignments efficiently, dynamically and preeminently

Career Summary

Motivated Experienced Professional having more than 8 years of work experience in large and Multinational

Organizations with the blend of required attitude, experience and qualification

Current work assignment (Since July 2011)

Program/Project management Team management Human resource management Receivables management Marketing/Sales

Past work experience (6 years)

Banking Customer services Quality assurance (Customer services) Counseling/Communication Customer handling

Achievements Leading the PSO (Lube Revival Plan) as an Acting Program Manager since July 2012 (After the resignation of

Program Director) Successfully handled multiple tasks of PSO (Lube Revival Plan) under immense pressure after successive

resignations of important team members (Program Director, Reporting Coordinator, HR Manager, etc) Promoted as an HR Manager for PSO (Lube Revival Plan) Successful timely recruitment of sales force for High-Street and Key Account segments for PSO (Lube Revival Plan) Selected to initiate Quality Assurance (Customer Services) setup in HBL Exceeded the required Quality Assurance (Customer Services) targets within few months in HBL Promoted to a higher grade (Officer II) in HBL due to consistent performance Promoted to Union bank payroll within a year due to consistent performance Received award for most effective customer services in HBL and Union Bank

Work Experience XXXXX July 2011 to date

Acting Program Manager/HR Manager (PSO Lube Revival Plan) Brand Brigade Responsible for the management of PSO Lube Revival Plan, heading the program management team, accountable for recruitment of nationwide sales force for high street lubricants and key accounts sales for PSO Lube Revival Plan. (Directly coordinating with DGM LSAT, DGM Key Accounts and Marketing Manager of PSO LSAT department)

Key Responsibilities

Managing the Lube revival plan outsourced by PSO to Brand Brigade for the planning and execution of various marketing/promotional campaigns of PSO lubricant products and for the recruitment and management of the nationwide sales force. In addition, also managing PSO distribution houses and marketing activities back checking for lube revival plan

Recruitment planning of High street, Key account and program management team of around 150 approved positions. Also responsible to arrange temporary staff for various activation and marketing/promotional campaigns of PSO lubricant products in malls, super stores, etc as and when required by the PSO management

Heading the program management team responsible for the following tasks: Providing administrative support to the sales force Maintaining the daily sales management system (Nationwide) Verifying monthly travel expense claims of the sales force Back checking of PSO distributions, high street oil markets, marketing/activation campaigns, etc Providing temporary staff, transport, printing, giveaways, etc support during marketing/sales promotion

activities Prepare monthly sales report and highlighting week performers to the PSO management Manage and supervise the payroll function and ensure that payroll records and files are properly maintained. Also

ensure that the payroll information is kept confidential Respond to different queries concerning payroll and receivables-related matters Plan, control and ensure that the monthly payroll and final settlement payments are made in a timely and efficient

manner and in compliance with the company policies Prepare and update job descriptions of the entire workforce with the help of Program Director Coordination with the regional managers of PSO for annual appraisals of the sales force Attendance and leave management of the entire workforce with the coordination of Regional Data Analysts and

admin/program coordinators Endorsing the monthly travel expense claims provided by the sales force and ensure their timely reimbursements Manage the accounts receivables function, ensure and participate in timely follow-ups with all concerns to ensure

receivables invoices are approved, processed and collected on time in adherence to the SOPs Review accounts receivables for outstanding invoices and follows-up for their timely collection Prepare travel plan/costing for various marketing activities back checking, PSO distribution houses & high street

markets back checking by the program management team Prepare research/survey/back checking reports with the coordination of program management team and share

findings/analysis with PSO management

Habib Bank Limited (HBL) Oct 2007-May 2011 Quality Assurance Specialist (Phone Banking Department)

Key Responsibilities The key responsibility is to make sure that customer will have a WOW experience while interacting with the phone banking team. At the same time responsible for identifying gaps that has a significant impact on the service level of the department and proposes ways to overcome those irregularities The other core responsibilities include: Decision Maker for the new hires to get on board Evaluating recorded interactions and highlighting irregularities Analyzing and Summarizing customer feedback to give insights to the management Conducting Training Sessions regarding QA parameters Sending TNA (Training Needs Analysis) to the training team Sending QA observations and recommendations weekly to the entire team Ensuring for FCR (First Call Resolution)

Making test calls Monitoring team performance Reporting on achievements of the targets assigned

Standard Chartered Bank Jan 2007-Aug 2007 Union Bank Dec 2004-Dec 2006 Customer Services Officer (Customer Contact Centre) Worked in same capacity in the above mentioned organizations

Key Responsibilities Providing efficient and secure banking services to the customers Coordinating between customers and various departments/units for efficient request handling Monitoring team performance by tracking and comparing against given SOP’s and targets Supervising night shifts and in contingency situations

Education MBA Masters in Business Administration (Marketing) 2012 Iqra University (Main Campus), Karachi

ACMA (Foundation Qualified) 2006 ICMAP, Karachi

Bachelor in Commerce (BCOM) 2002 Karachi University, Karachi

Intermediate in Commerce (ICOM) 1999 DHA Degree College, Karachi

Skills and Interests Proficient in MS Office & banking software Internet, Movies, Music, Reading, Current affairs Team Player with proficient communication, management and leadership skills