Operations Manager
Emirates NBD PJSC - Tanfeeth is GCC’s first-ever Shared Services
مجموع سنوات الخبرة :22 years, 6 أشهر
Payments (Part of Operation Processing Center)
Currently handling operations for 3 key processes of Payments department of the Bank - Inward Payments, Payment Channels (Bank-net, Smart-business) and Payroll
Project/Lean Manager of Transformation projects for processes transitioned from the Bank (
Key successes:
Improved credit cards TAT from an average of 9 days to 3 days.
Defined and implemented robust performance management for Team Leaders and Managers for retail credit cards business and Islamic credit center.
Designing and Implementation of work cell concept, to improve service delivery.
Customer Service Life insurance)
Span: 130 Associates; 8 Frontline Managers
Brief job profile - As an operating leader my job was to transition the process smoothly and settle it down. Streamline sub processes by digitization and roll out improvements with VSM (Value stream Mapping). From a financial perspective, give gain share by increasing productivity and achieve EBIT targets.
Process Description: To manage customer service backend for a leading Indian insurance company.
Job Responsibilities:
Customer Satisfaction - NPS, Establish CCRP, CSAT
Operational Excellence - Zero Surprise operation, SLA Adherence, CMP, Quality
Financial - SU, Transaction productivity
Employer of Choice - ESAT, Employee touch, Retention
Continuous Improvement - End to End coverage, Impact, Digitization
The first Pilot Unit which was transitioned to Tanfeeth
Process owner for LTC/Life Customer Service processes and Claims)
Team Size: 70 + Associates +
Team Size - 100 + Agents & 5 Assistant Managers
Mphasis an EDS Company is a leading provider of end-to-end services in call centers & business process outsourcing.
Job Profile - My Job profile as an Operations Manager in Delhi was to set up the new venture which Mphasis had taken from a leading telecom brand
Process Description: To operationally manage customer care inbound Call Centre operations on a 24x7 at a 365/366 day operations.
Job Responsibilities:
Meeting Financials (Revenues and P&L).
Driving Operations Excellence (consistent delivery of SLAs, Productivity Gains, Cost Reduction, High VOC, Low Attrition Rate).
Maintaining an effective Quality Management System.
Strategic management, Capacity Planning.
Team Size: 36 - 40 Agents.
Process Description: Managing transaction processing business for a US based Insurance Company. As part of the Delivery team, we were responsible for error free & timely processing of Mortgage cases
Job Responsibilities:
Appraisals for the Agent.
Designing Targets for the Agents
Delegating the responsibilities including all MIS to the right people to enhance their knowledge in reporting and also ensuring the reporting happens in a timely manner
Responsible for interviewing and selecting New recruits for the process
Customer Centricity by Robust succession plans to ensure continuity in service delivery levels of the process
(Operations - Transaction Processing)
Process Description: Process 1 - Case Management process, team of 18 agents. The main job was to do the support underwriting on the Life Insurance policies. Process 2 - Simple Security process team of 3 agents. This was an end to end process wherein the agent had to do data entry till the in forcing of the life insurance applications.
Job responsibility:
Meeting the defined customer CTQs
Conduct adequate counseling sessions for the Associates
Coordinate between Ops & Training, Liaison with support functions like HR/Technology/Administration to ensure overall smooth functioning of the process
Conduct spot audits of the process at the shop floor to ensure compliance to policies & procedures
Data Entry and QA Executive for the Life Insurance process
Delhi was to set up the new Non Voice venture which Mphasis had taken from a leading telecom brand