Head of Call Centre
Standdard Chartered Bank
Total years of experience :21 years, 8 months
Responsible to manage the Call Centre Operations Pan-Pakistan with call volume of over 160K/month
Managing a team of 165 Call Centre staff with 24/7 operations in 2 cities with both inbound & outbound activities
Oversee human resources management, including hiring and selecting staff, directing employee development and training, evaluating job performance and applying human resource practices
Supervise daily operations including forecasting, staffing, training and performance management
Led Pakistan as one of the top performing Customer Care Center based upon guest satisfaction, associate satisfaction, sales and productivity metrics within SCB Group Contact Centers
• Jan' 12 to Dec '12 Associate Director - ETB
Standard Chartered Bank (Employee Banking - Consumer Banking)
➢ Responsible to manage and grow relationships with both new and existing corporate
➢ Focus on portfolio related activities and deepening individual employee relationships
➢ Liaise and manage relationship with CEOs, CFOs and HR directors of corporate companies for sign-ups
➢ Handling 164 Employee Banking Companies with 2.7 Bln average balance of 37, 000 EB customers.
➢ Key clients include Abbott, Getz Pharma, GSK, Novartis, Phillip Morris, Gerry's Int/Fedex, ARY, Dawn News, CNBC Samaa, Atlas Honda, Maersk/Damco, KESC, TCS, Trakker & Unilever.
• Jan' 09 to Dec '11 Senior Associate - ETB
Standard Chartered Bank (Employee Banking - Consumer Banking)
➢ Responsible to acquire service and deepen portfolio for Corporate Payroll customers.
➢ Highest corporate sales volumes (A/c & Payroll Volume) & payroll relationships in the region.
➢ Awarded 'Best Payroll RM' award in 2009 & 'Best Performing Sr. Associate' in 2010.
➢ Managing relationships with high profile customers & addressing various business aspects such as product dynamics, pricing etc.
➢ Assist Employee Banking Associate Director to drive sales and enhance customer service level in the region.
➢ Key clients include Abbott, Getz, ARY, Atlas Honda & Maersk/Damco.
• Feb' 08 to Dec '08 Asst. Product Manager (Employee Banking)
Standard Chartered Bank (CTB / Employee Banking - Consumer Banking)
➢ Formulated the Product Program Guide for all Current Accounts offered by the Bank.
➢ Developed & implemented the entire Payroll proposition for Consumer Banking.
➢ Entire ownership of product management projects & technology related projects.
➢ Instrumental role in process re-engineering to improve turn around time and bring efficiency.
➢ Monitor and track business performance and advise change in strategy to senior management.
➢ Vigilant on operational risk aspects and facilitate Operational Risk Manager in various activities.
• Jan' 06 to Feb' 08 Business Planning Manager / Sales Strategy
Standard Chartered Bank (National Sales - Consumer Banking)
➢ Delivered regular business reviews of Sales performance by using financial and quantitative metrics.
➢ Active participation during the Group DSR Peer Assist Audit. National Sales cleared without any High Risk comments.
➢ Responsible for integrating Sales Teams for Union Bank & Standard Chartered Bank after acquisition. Seamless integration of the two biggest sales force in Pakistan (over 4, 000 DSRs)
➢ Developed VC-wise and country-level Sales Strategy Papers for 2006 & 2007.
➢ Organized the first ever Sales Conference for National Sales. Also organized the Sales Excellence Award for Sales for 2006-08.
➢ Active participation in the formation of a Direct Sales Subsidiary "Price Solution Pakistan"
• Jan' 03 to Dec' 05 Service Quality Analyst
Standard Chartered Bank (Service Quality - Consumer Banking)
➢ Prepared the Outserve Implementation Plan & Ambition Document for Pakistan - 2004 & 2005 (2004 plan resulted in Pakistan being selected as one of the top 6 countries in the Group & 2005plan was shared with Outserve Champions across the Group as an example)
➢ Conducted a research study to acquire an in-depth understanding of Distribution's client lifestyle profiles (Psychographic Study)
➢ Developed & implemented relevant MIS for all initiatives with a view towards making SQ results quantifiable, structured & authentic.
➢ Developed the first Automated VOC collection consoles (3 Button Customer Satisfaction) which was placed in all branches across Pakistan. The system was well received and recognized in the Group and replicated by a number of countries.
➢ Awarded the 'Unsung Hero' award by the Head of Consumer Bank.
• Jan-Feb 1999 Internship at Prudential Commercial Bank (Finance Dept. Head Office)
Scholastic Background: