Regional Manager Sales & Customer Services
Telenor Pakistan
مجموع سنوات الخبرة :20 years, 5 أشهر
I am responsible for Company Owned Outlets/Sales & Service Centers in South Region (Sindh & Baluchistan) and have a Team of 70 people collectively. Leading People Managers as a direct reporting.
Company Owned Outlets
- To maintain proper Bench-Marks for all Sales and Customer Services activities in the Regional Telenor sales and customers service centres/Company Owned Outlets.
- To ensure the smooth / proper customer handling by Customer care staff.
- To constantly look for innovative ways of improving the sales, customer service, staff performance and motivation, reduce costs and in general improve the standing of Telenor Pakistan.
- To ensure proper administration and discipline at the Telenor sales and customers service centre.
- Meet defined objectives for the implementation of work processes, service levels and training of staff.
- Minimise churn
- Highlighting the Needs of Trainings in the region - TNA
- Obtaining Innovative ways of promoting the Internet Selling & Mobile Banking
- Controlling and Managing provided Budget with its efficient utilization
- Achieving the desired sales targets in an efficient way
- Working on the Individuals’ development Plan
Franchise Service
- In Collaboration with Sales & Distribution Team, maintaining focused approach on Customer Centric services on the Franchise Outlets in the region with a goal of becoming a Customer Centric Leader in the Telecom Industry
- Training & Development of the Franchise Staff
- Increasing the understanding of Business Partners on Services perspective
- Improving the Customer Experience on the Franchise Outlet
Tameer Bank Collaborative Services
- Co location agreement with Tameer Bank and managing the deployment of Counters at both the ends
Job Responsibilities includes;
- Responsible for Business Center Operations & Corporate accounts in the area
- KPIs include focus on Customer Centricity, Branch Operations, Revenue Generation, Cost Efficiency & People development
- People Management, Recruitment, Customer Services, Sales Management, Financial Management, Strategic Planning & Reporting, Project Management are the major Areas of working in current capacity/role.
- Improving Customer Experience and recommending change in the processes where required.
- Monitoring KPIs achievement of team and conducting review meetings
- Responsible for MIS reports for the region
- Assisting Regional Head in critical review performance of the region
- Working on development areas of the individuals with ref to company’s strategy
- Strong Coordination with other Departments/Units for smooth operations
- Represent region in Projects/Assignments as Regional Point of Contact
- Leading different projects at regional level & Nationwide in current capacity related to KPIs, Growth & Development, Life @ work, Channel Reporting & Planning
Current Projects;
- Member of Cross Functional Team responsible for the Project "CFL (Closed Feedback loop)"
- KPIs formation and smooth implementation (Nationwide responsibility)
- Growth & Development & Life @ work Projects - Internal Workforce (Nationwide responsibility)
- Network utilization and Revenue generation Project (Regional)
- Mapping of Cell sites with Area demarcation (Regional)
- Quarterly Analysis on Competitors' Move (Nationwide responsibility)
Job Responsibilities includes;
- Responsible for Sales & Service Center (S&SC) Counter Operations
- Focused on Customer Centricity, Sales, Account Management,
- Support to the front desk staff (colleagues) where required
- Responsible for Backend Operations, MIS Reporting.
- Exceeded expectations with ref to KPIs
- Strong Coordination with other Departments/Units for smooth operations of the branch
- Responsible for providing support to the end users
- Assisted Sales Team and provided support in maturing sales
- Worked on Reporting and Analysis
- Monthly Sales update to the management (A detailed MIS Reporting)
- Highlighting reasons for dip in sales where applicable
- Coordination with other Units for smooth operations
Management Decisions & Advance Decision Making, Strategic Management, Risk Management, Corporate Governance & Business Ethics, Business Research, Brand Management, Marketing Management are the key aspects of focus here Major Projects includes; - Investing in Cloud Computing in Pakistan (A Research based Project, Final Project, MBA 2013) - Subliminal Messages in Advertisements (A Research base Project in MBA, 2011)
Agricultural & Industrial Economics are the key aspects of learning here
Bachelors of Software Engineering 4 Years Program, Professional Software Engineering, Computer Networks, System Analysis & Design, Data Structures, are the Key aspects of learning here Major Projects and Reports includes; - ERP for a Pharmaceutical Company (Final Project in BSE) - RFID Implementation of motor vehicle registration and tracking system