Sales Supervisors And Team Leaders
ABU DHABI ISLAMIC BANK
Total years of experience :22 years, 5 Months
>Expand the market for ADIB Retail finance products through a team of Islamic Finance Executives (IFE’s).
>To ensure team performance meets desired objective and goals set by Management.
>Be responsible for meeting /exceeding sales budget.
>Build customer advocacy through managing best in class sales process in terms of customer communication and service.
>Work towards building a sales culture which becomes a benchmark in terms of meritocracy, diversity and adherence to ADIB policies.
>Perform leadership role and work with sales executives to deliver team targets as agreed with sales manager.
>Work with training manager to identify and organize for IFE’s with emphasis on cold call prospecting techniques, referral generation methods, identifying generic needs of customers and pitch the right product, building product skill set, understanding of DIB polices.
>Plan and implement sales strategies within the unit for achieving desired target.
>Work closely with sales support and CIU unit for smooth functioning / flow of applications and processes.
>Work with senior management to build sales culture focused towards sales target achievement, transparency, ingenuity and adherence policy.
>Keep and eye on competition and provide timely feedback to key stakeholders/decision makers.
>Identifies and grooms high potential sales people for manager roles.
>Conduct daily sales huddles with IFE’s update & reinforce credit policies, product proposition, criteria, ADIB policies etc.
>Adheres to all company policies, procedures and business ethics, codes and ensures that they are communicated and implemented within the team.
>Manage hiring process to address channel requirements at all levels
>Manage performances cycle for the team
>Deputize the Unit Manager in his absence.
>Lead Management (Opportunity Mapping) on CRM for the entire bank. Proper assigning of Leads to the right sales channel. Making sure of calls back made to customers within the TAT.
>Distribution of daily MIS report for management use.
>Market research for competition analysis.
>Data analysis to generate sales leads and accurately plan for capacity to enable consistent sales conversion level.
>Analysis of BIU driven data and provide feedback on the effectiveness of the data.
>Liaise with business for creating strategies to achieve banks objectives.
>Increase interaction with all incoming lead channels to improve quality of lead from source by developing quick criteria filters and constant training.
>Manage day to day Telesales Unit functions of Seven PMU teams (Credit Card Retention & Activation, Personal Loan Sales & Retention, Revolving Overdraft, Credit Shield Insurance Retention and End of Service Benefits).
>Develop and negotiate revenue targets for the year as well constantly reviewing product effectiveness and market penetration.
>Create / Review / Modify Incentive Plan, SOP’s and Process Notes for better productivity and increasing the efficiency of the department.
>Ensure efficient execution of projects, which entails holding short-term workshops for setting goals, game plans, identify dominant buying motives.
>Establish productivity guidelines to ensure performance alignment to the department and business core values and objectives.
>Periodic review of sales target in relation to the varying market dynamic to ensure constant profitability from existing portfolios.
>Review department submission with an objective to reduce error rate and rework in line with the lean strategy adopted by Business Group.
>Maintain staffing to exceed and sustain revenue bookings month on month.
> Deputize Service and Sales Manager in his absence, supervising the group of team leaders and managing the performance of the departments / segment / region.
> Development of the CRM strategy specific to service and roll out throughout region
> Recommendations for product and process development based on customer feedback and analysis of the same.
> MIS analysis for continuous development of sales/service strategies to achieve team as well as department targets.
> People Management including staff development.
> Coaching team members to meet and exceed assigned targets
> Daily service/sales huddles to enhance the enthusiasm of the team
> Call monitoring, Coaching and Feedback, responsibility for delivery of the defined customer experience in every call.
> Continuous improvement teams organized to address top three concerns
> Motivation, Leadership for a team of 18 & developing future leaders.
> To provide customers financial services which exceed the customer’s expectations by delivering an unbiased, competent, timely and problem free service.
> Shopping competition & knowing the local market position on an ongoing basis.
> Minimizing customer attrition. Customer acquisition, increasing and achieving revenue targets, meeting with the set service standards.
> Ownership of customer complaints, implementation of the Complaint Handling & Analysis Process.
> Be imaginative and creative in the delivery of customer service.
> Be a team player and contribute to achievements of sales goals based on the Key Performance Indicators.
> Deputize for the branch manager in his absence.
> Conduct the set appointments with customers and profile them and achieve a sale.
> Conduct outside sales calls to potential businesses/customers.
> Interact with customer over the phone, to understand their banking needs and provide excellent customer service.
> Resolve all types of queries, complain and problems to achieve customer loyalty.
> Clarify and explain procedures and products over the phone.
> Converting prospects into customer.
> Also involves root cause analysis, maintenance of cards and reversal of charges and fees when necessary.
> Capture and report customer feedback towards continual product development.
> Dealing with the customers and prospects at the front end.
> Resolving all types queries, complains and problems of customers in relation with all the five products of Citibank, that is, Credit Cards, Banking, Personal Loans, Mortgages and Auto Loans.
> Getting information and sending Sales Executives to prospect clients.
> Also a training assistant plus person responsible for COB (Continuity of Business Plan).
1999 – 2001 Shaheed Zulfiqar Ali Bhutto Institute Of Science & Technology (SZABIST) Karachi / Sind Master Of Business Administration (MBA) - Marketing Microsoft Office InfoTech Karachi / Sind