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Hamza muzaffar

@hamzamuzaffar

I lead digital transformation and process improvement initiatives that increase efficiency, controls, client acquisition, and revenue.

Pakistan

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What I'm looking for

I'm looking to lead digital transformation, process improvement, workflow automation, and cross-functional business initiatives that strengthen controls, improve efficiency, and deliver measurable commercial outcomes.

At NBP Fund Management Limited, I led digital transformation and business optimization initiatives that improved workflows, controls, and operational performance across business functions.

I co-led an end-to-end referral management system with National Bank of Pakistan, contributing to 10% higher client acquisition and 12% revenue growth. I also digitized lead management, sales workflows, and resignation notifications, helping drive a 55% increase in digital account openings while reducing processing time by 67%.

Earlier, I managed business development teams spanning call center operations, complaints, corporate communications, and CRM, improving service levels, retention, turnaround times, and portfolio growth. My background also includes regulatory reporting and internal controls at Habib Bank Limited and Bank Alfalah Limited, supported by FCCA and ACCA credentials.

Experience

Work history, roles, and key accomplishments

Manager Digital Transformation

NBP Fund Management Limited

Jul 2023 - Dec 2025 (2 years 5 months)

Managed and delivered multiple digital transformation and process improvement projects, driving process re-engineering and workflow automation. Co-led strategic initiatives that increased client acquisition by 10% and revenue growth by 12%.

Digital Transformation Business Process Re engineering Process Optimization Workflow Automation Change Management Project Management Business Analysis Requirements Gathering BRD PRD User Acceptance Testing (UAT)Stakeholder Management Operational Excellence CRM Management Data Analysis Root Cause Analysis SQL Tableau Salesforce

Manager Business Development Unit

NBP Fund Management Limited

Oct 2021 - Jun 2023 (1 year 8 months)

Managed a team of 15 call center agents and the Complaint Management Team, improving service levels and reducing complaint turnaround time by 30%. Oversaw CRM and corporate communications, achieving a 20% increase in client retention.

Team Management Call Center Operations Complaint Management Root Cause Analysis Process Improvement CRM Management Performance Monitoring Customer Satisfaction Communication Skills Data Analysis

Deputy Manager Business Development Unit

NBP Fund Management Limited

Apr 2020 - Sep 2021 (1 year 5 months)

Managed call center agents and complaint resolution processes, implementing improvements that reduced turnaround time and enhanced customer satisfaction.

Team Management Call Center Operations Complaint Management Root Cause Analysis Process Improvement CRM Management Performance Monitoring Customer Satisfaction

Assistant Manager Regulatory Reporting

Habib Bank Limited

Jul 2017 - Apr 2020 (2 years 9 months)

Prepared regulatory reports for the State Bank of Pakistan and supported implementation of Reporting Chart of Accounts modules, improving reporting accuracy and operational control.

Regulatory Reporting Financial Reporting Compliance Data Analysis Reporting SBP Regulations