Muhammad Salman Nawaz
Dubai
Summary
Dynamic and results-driven banking professional with over 18 years of experience in customer service, complaint resolution, card operations, and internal audit. Currently serving as Customer Services Manager at Habib Bank AG Zurich, Dubai, with a proven track record of managing complex customer issues, driving service improvements, and ensuring regulatory compliance. Seeking a challenging role to contribute to the bank’s commitment to excellence in customer experience.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
22
22
years of professional experience
Work History
Customer Services Manager
Habib Bank AG Zurich
01.2025 - Current
- Lead resolution of high-impact complaints including dormant, deceased, and legal accounts.
- Coordinate with compliance, legal, and branch teams to ensure timely and accurate resolution.
- Manage CRM updates, customer correspondence, and service recovery initiatives.
- Act as liaison between branches, call center, and senior management to streamline operations.
- Oversee quality control and workflow efficiency across the Customer Services Department.
Deputy Manager – Customer Services
Habib Bank AG Zurich
01.2020 - 12.2024
- Supported RMS teams in identifying potential business customers and liabilities.
- Conducted KYC updates, expired trade license reviews, and web banking conversions.
- Executed internal audits and contributed to policy drafting and procedural improvements.
- Delivered training and support to staff on complaint handling and customer service excellence.
Customer Services Officer
Habib Bank AG Zurich
12.2017 - 12.2019
- Managed CRM updates, customer correspondence, and service recovery initiatives.
- Handled complex customer complaints including dormant accounts, deceased accounts, and legal coordination.
- Assisted in issuance and activation of web logins, credit/debit cards, and account closures.
Card Centre Officer
Habib Bank AG Zurich
11.2012 - 11.2017
- Led EMV migration, PCI compliance, and 3D secure implementation.
- Collaborated with Global IT to develop and enhance internal card systems.
- Authored debit/credit card operations manuals and supervised card production and reconciliation.
- Coordinated with branches and call center to ensure smooth card operations.
- Recommended and participated in drafting new debit/credit card policies and procedures.
Senior Processor – Internal Audit & Card Services Unit
Mashreq Bank
04.2007 - 10.2012
- Managed end-to-end card operations including credit/debit card issuance, cancellations, replacements, and delivery channel updates.
- Handled card limit adjustments, liability closures, bill cycle changes, and statement generation.
- Led resolution of transactional disputes via chargeback processes and merchant coordination.
- Investigated fraudulent transactions, skimmed card cases, and ATM-related disputes.
- Managed complaints related to Mashreq Online points redemption and utility bill payments.
- Conducted independent daily audits of card services operations and merchant help desk activities.
- Recommended process and technology improvements across RBG functions.
- Empowered to make decisions on financial waivers, temporary credits, and write-offs.
Team Manager – Consumer Banking
Citibank Pakistan
01.2006 - 02.2007
- Led and mentored a high-performing sales team.
- Ensured compliance with bank policies and credit/product guidelines.
- Fostered a collaborative and performance-driven team culture.
- Coordinated with regional heads to align team goals with business objectives.
Business Development Executive
Standard Chartered Bank Pakistan
01.2005 - 12.2005
- Acquired new customers and maintained high service standards.
- Conducted product presentations and built a strong customer base.
- Promoted customer service excellence and responsiveness.
Information & Marketing Manager
COMSIT University
04.2003 - 01.2005
- Planned and executed marketing strategies and student recruitment workshops.
- Trained information officers and enhanced student enrollment.
Education
MBA - Marketing
BA - Economics, English
BCS - Computer Sciences
Skills
- Complaint Management & Resolution
- Internal Audit & Compliance
- Card Operations & Reconciliation
- Customer Relationship Management (CRM)
- Process Improvement & Documentation
- Leadership & Team Management
- Strong Analytical & Decision-Making Skills
- Excellent Computer Proficiency
Languages
English
Urdu
References
Available upon request.
Timeline
Customer Services Manager
Habib Bank AG Zurich
01.2025 - Current
Deputy Manager – Customer Services
Habib Bank AG Zurich
01.2020 - 12.2024
Customer Services Officer
Habib Bank AG Zurich
12.2017 - 12.2019
Card Centre Officer
Habib Bank AG Zurich
11.2012 - 11.2017
Senior Processor – Internal Audit & Card Services Unit
Mashreq Bank
04.2007 - 10.2012
Team Manager – Consumer Banking
Citibank Pakistan
01.2006 - 02.2007
Business Development Executive
Standard Chartered Bank Pakistan
01.2005 - 12.2005
Information & Marketing Manager
COMSIT University
04.2003 - 01.2005
BA - Economics, English
BCS - Computer Sciences
MBA - Marketing
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