Change Business Analyst
Mashreq
مجموع سنوات الخبرة :13 years, 3 أشهر
• Apply lean practices and understands the lean project management phases and approach.
• Conducting lean boot camp training as well as on the job continuous coaching.
• Creating awareness of the lean lenses and coaching local lean agents.
• Execution of the deployments in cross-functional E2E, business, front line, support functions.
• Take lead role in managing relationships with front line managers and front line staff or team leaders.
• Capable of creating and monitoring working plans / key activities and monitoring of daily tasks and key outputs in addition to appropriate escalation of issues.
• Preparation of decision / working committee presentation and material as well as steering committee meetings.
• Provides accurate and concise status updates to senior project manager / programme manager and key stakeholders as well as super sponsors (LF Members).
• Currently responsible for IPA project focusing core solutions as automation and artificial intelligence
• To provide MashreqBank customer’s financial services which exceed the customer’s expectations by delivering an unbiased, competent, timely and problem free service.
• Be imaginative and creative in the delivery of customer service.
• Profile each and every customer met to understand their needs.
• Customer retention is also the SSOs responsibility.
• Improve on service levels at the branches. Take ownership of customer complaint resolution. Report indicators, set by CSQ accurately at the required frequency.
• Be a team player and contribute to achievement of goals based on the Key Performance Indicators, in the Branch. Also to support and coach new staff to make easier their assimilation in the MB family.
• Provide constructive and constant feedback on improvement of : products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction.
• Adhere to Branch process and report deviations to the Branch Manager, which should finally lead to an acceptable Branch Audit rating.
• Minimizing customer attrition.
• Customer acquisition through sales to walk-ins and through tracking the activities viz. Contacts to Appointments kept and Appointment kept to Sales.
• Increasing share of wallets of high risk customers to prevent an easy exit.
• Meeting with the set service standards (indicators and surveys).
• Ownership of customer complaints.
• Implementation of the CHAP - Complaint Handling and Analysis Process.
• Reduction of PIR
• Contribute towards acceptable audit rating for the Branch
Key Result Areas-
•Responsible for the acquisition of New-To-Bank (NTB) and New-To-Premier (NTP) customers (HNW)
•Prospect, identify and cross sell the HDFC Premier Banking value proposition to target segment.
•Fixing of appointments using direct face-to-face meetings or remote means via emails or tele-consulting.
•Conduct all required KYC, AML process, procedures and documentation.
•Identify opportunities through Bank’s internal and external channels
•Maintain MIS for all tactical campaigns for portfolio of 289 people
•Cross sell of financial products (insurance, mutual funds, CASA)
23rd May’13-27th March’14: Barclays Bank as Personal Banker (Retail Banking Telephony)
•Key Result Areas-
•Retail Banking financial services for HNW:-Lending, Account Openings, Financial Sales(Insurance), General Banking
•Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
• Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
• Adhere to organizational wide information security policies and procedures
Key Result Areas
•Adhered to standards for QSC, Decision Making and handled Pre/Post-Shift Analysis
•Stimulating product promotion and marketing strategies
•Effectuated cost controlling measures (Food, Labour)
•Evaluating sales objectives vis-a-vis the marketing activities
•Administered Stock / Production Management, Crew Management (Training & Assessing)
•Delivered exceptional service to customers
•Executed general administration operations
Highlights
•Holds the merit of being selected for the Super Team Title (One of a dozen employees selected out of 2000 employees to receive this award) in Jan’11
•Recipient of Employee of the Month Award in Dec’11
•Credited as Employee of the Quarter in Apr’11
•Managed the crew of 25 people
Key Result Areas-
•Taking care of the sales & business development operations with focus on achieving predefined sales target and growth
•Using sales forecasting to ensure the sales as well as profitability of products; analysing business developments & monitoring market trends
•Developing HNW clients and negotiating with them for securing profitable business and maintaining existing accounts to ensure business sustainability
•Organizing the events and seminars for the sales generation for employment solutions
•Maintaining cordial relations with corporate customers to sustain the profitability of the business
•Maximizing customer satisfaction level by on time delivery, monitoring customer complaints, providing efficient services
Highlights
•Credited as Best Marketer of the Year in Jun’12
•Successfully lead a team of 15 people
•Recognised as Best Crew Motivator
Attended industrial training in Skoda and Jack Daniels, Prague, Czech Republic
VOLUNTARY ASSIGNMENT
•Performed Charity Work & Managed Events for Dreams Drama School
INTERNSHIP