Open to opportunities

faraz mugha

@farazmugha

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Experienced operations and accounts professional with strong leadership and process improvement skills.

Pakistan

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What I'm looking for

I seek a role where I can lead operations or accounting teams, improve processes and SLAs, and contribute to financial accuracy and customer satisfaction.

I am a self-motivated team member with experience leading operations and accounting teams across banking, hospitality, and BPO environments. I use leadership, communication, and technical documentation skills to meet client expectations and improve team performance.

As a Shift Lead at Ibex (since June 2021) I monitor agent quality for a major client (foodpanda), enforce SLAs, correct work to client guidelines, design quizzes to assess SOP adherence, and organize Excel-based assignments for 100+ agents daily.

Previously, as an Accountant at Abjar Grand Hotel (Dubai) I controlled payroll, reconciled bank statements, prepared month-end accounts, profit & loss and balance sheet reports, performed financial analysis, chased late payments, and managed monthly bank reconciliations.

Earlier, as an Officer Operations at Bank AL Habib I managed account opening, check-clearing, pay orders/demand drafts, salary disbursements, ATM replenishment, cash vault balancing, and other operational banking activities. I hold banking-related certifications and am pursuing ISO management system audit training.

Experience

Work history, roles, and key accomplishments

Current

Shift Lead

Current

Ibex

Jun 2021 - Present (4 years 4 months)

Led quality assurance for image-editing agents supporting Foodpanda, enforcing SLA adherence and correcting cases to client guidelines while organizing daily work allocation for 100+ agents.

Quality Assurance SLA Management Process Improvement Excel Team Leadership Case Management Client Guidelines

Accountant

Abjar Grand Hotel

Nov 2018 - Mar 2021 (2 years 4 months)

Managed payroll, month-end close and reconciliation, prepared profit & loss and balance sheet reports for senior management, and tracked cash flow while chasing late payments and reporting bad debts.

Payroll Bank Reconciliation Month End Close Financial Analysis P&L management Cash Flow Management Forecasting

Officer Operations

Bank Al Habib

Sep 2015 - Aug 2018 (2 years 11 months)

Performed branch operations including account opening, cheque clearing, pay order/DD issuance, salary disbursement, ATM replenishment and cash vault balancing to ensure smooth daily banking operations.

Cash Handling ATM Replenishment Pay Orders Operational Compliance Customer Service