A Z M Fouz Ullah Chowdhury

Experience

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  Standard Chartered Bank

  Aug 2005 - Mar 2006

  Officer, Liability Marketing, Consumer Banking

  • Drive to collect new fund and conduct proactive sales to acquire potential customers• Provide one-stop quality Services to ensure positive customer experiences

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  Grameenphone Ltd

  Mar 2006 - Mar 2015

  • Analyze & verify the ‘Service Delivery’ complaint and take action as per company process• Ensure proper Customer insight & complaint capturing from touch points and create awareness to enhance the accuracy of Complaint capturing• Professional Reporting, Sharing & creating awareness Service Level Agreement (SLA) signed up and maintain with stakeholders • Ensure to provide one-stop quality Customer Services to gain positive customer experiences• Meet individual KPI as well as Team KPI and take initiatives to motivate team members• Maintain interaction history, escalate and follow-up customer concerns and provide timely feedback to ensure positive experience and customer satisfaction • Ensure minimum down time of all systems and services and follow up with concern unit and give the feedback • Ensure all customer service agents’ necessary access of all the systems and maintain a system access database to control and review the user access half yearly.

  • Senior Executive (Complaint & Service Quality Analyst)

    Dec 2010 - Mar 2015

  • Officer, Team Leader- Contact Center Operation

    Dec 2008 - Dec 2010

  • Officer, Workforce Management (WFM), Contact Center

    Mar 2006 - Dec 2008
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  BKash Limited

  Mar 2015 - Jun 2018

  Lead the Operations team consisting of three operational segments with 3 direct and 39 indirect reportees:Key Areas:• Formulate strategy for the reduction Cost per Service/steps• Automation initiatives to enhance operational efficiency and reduce manual activity• Managing service operation for Distribution Channel, Merchant and customers• Managing Service Quality in each steps of operations• Ensure one-stop quality Customer Service from Digital Service Platform (Facebook, Live Chat, Instagram etc.) in each interaction • Ensure to satisfy escalated complainant received from Complaint Cell as a head of ‘bKash Complaint Management Cell’ • Responsible for Process Development & Reengineering initiates to eliminate operational discomfort and to improve service efficiency • Risk Mitigation strategy formulation and implement to diminish operational risk in view to comply with service & process compliance• Comply with AML & CFT, Regulatory guideline and Market Compliance for compliant operations Show less

  • Deputy General Manager (DGM) and Unit Head, Operations

    May 2018 - Jun 2018

  • Operations Manager

    Apr 2016 - Apr 2018

  • Assistant Manager, Compliance & Complaint Management

    Mar 2015 - Mar 2016
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  ONE BANK PLC

  Jun 2018 - Oct 2022

  • Responsible for entire Mobile Banking (OK Wallet) Business Development and managing operations • Digital Banking Initiates: Electronic KYC (eKYC), Digital Loan, Smart EMI for cardholders, Internet Banking App (ONE App), WhatsApp Banking, Smart IVR and Chatboot based banking service, Unified Bangla QR, Code to Cash from ATM, IDTP (Interoperable Digital Transaction Platform), Auto EFT Debit and School Banking Solution (EMS)• Develop and execute Mobile Banking Business strategy, Budget and yearly objectives • Drive to offer unique and customized products and services for Mobile Banking customers by improvising Mobile Banking system & Apps to ensure exponential business growth• Enriching new service value propositions by feature enhancement for capturing emerging market • Comply with regulatory and internal compliance to ensure complaint growth of business and also maintain SOP (Standard Operating Procedure) and AML & CFT compliance in every aspects of business operations including KYC, CDD, EDD • Maintain collaborative relationship with Central Bank specially with BRPD, PSD, FICSD and BFIU for strong synchronization with regulatory guidelines & regulations Show less

  • SAVP & Head of MFS & Digital Banking

    Apr 2022 - Oct 2022

  • FAVP & Head of MFS, Digital Banking

    Jun 2018 - Mar 2022
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  Meghna Bank PLC.

  Oct 2022 - Jan 2025

  Head of Digital Banking /DFS Division & VP

  As the member of the Digital transformation team of the bank, I manage a diverse portfolioencompassing Wallet Business Development, Internet Banking, Digital Payment Partnerships,Digital Banking Initiatives, Digital Eco-System Development, and leading innovative initiatives in financial product, service, and process development.In my current role, I am accountable for the holistic management of the bank's Digital Financial Services business. This involves the development and implementation of cutting-edge digital products and services, fostering collaboration across business operations, and achieving ambitious business growth targets.I am responsible for delivering a seamless digital experience to all customer segments, with a focus on advancing digital financial inclusion within the bank. And, I identify and capitalize on market trends, ensure strict adherence to regulatory requirements, and cultivatepositive relationships with key stakeholders, including customers, partners, and internalteams.Key Achievements:- Successfully launched MFS digital wallet of the Bank- 'MeghnaPay,' establishing its operational and technical infrastructure within a span of time while ensuring compliance.- Secured noteworthy digital payment and strategic partnerships with key industry players, including Grameenphone, Robi, Banglalink, A2i, Nagad, and Payment System operators such as SSL, AamarPay, Paystation, etc.- Initiated the implementation of a robust Internet Banking solution, catering to market demands and providing a digitally advanced and innovative value proposition to customers.- Lead the project management team to launch Remittance Management System (RMS), enabling real-time remittance disbursement, DMS, LOS etc. - Revamped the official website of the bank, enhancing its professionalism and user friendliness. Show less

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  Prime Bank

  Jan 2025 - now

  Senior Vice President & Head of Digital Channels