Head of Retention and Customer Jounery Trasformation
HSBC - United Arab Emirates
Total years of experience :17 years, 1 Months
Managing Retention Strategy and creating tools and Process for Attrition Management
Creating and supporting customer Journey Transformation for all business lines.
Responsible for Creating New Digital Onboarding platform for Account and Credit Card. With Real time Bureau, Black list Screening, World Check and Internal scoring.
Instant account Number and Credit Card limit
•Responsible for managing Cards system for all acquisition & streamlining projects in coordination with Risk and IT and Operation team
•Project Manager for Card Transformation and Customer Life Cycle Management (CLCM)
•Responsible for developing and managing Business Processes for AML Credit Card
•Responsible for driving and managing sales funnel through campaign and lead management and drive optimization with special focus on Digital channels
Responsible for delivering an effective customer relationship management function in the Middle East region and anchoring business intelligence gathering activities to support the business decisions
Providing analytics support for customers initiates like campaigns and event triggers
Identifying key treads that arise from the analysis of customer data and work towards them
Managing the lead allocation and reviewing the customers contact plan and sales dashboards for improving the sales performance of various countries
Developing deep understanding of the CRM system and enabling the system enhancements for optimizing frontline performance
Managing all projects implementation related lead management to drive customer acquisition, onboarding and ongoing life cycle management
Contact point for all Regional country teams and central teams for customers contact planning and execution.
To manage and maximise network productivity and efficiency to drive overall revenue and profitability numbers through strategic tools and interventions.
Responsible for developing & tracking various sales tools & MIS for the frontline to help track portfolio performance and improve the same.
Wealth Planner Performance analysis, productivity management and under performance management.
Core member of customer segmentation exercise of the entire Retails Banking and Wealth management channel, basis customer insights and behavior.
Branch Budget management, Cost Income Tracking for channel, Region and branch level Sales Forecasting on ongoing basis.
Visiting Branches and reviewing with Branch Managers, Sales Managers & RMs on the Sales Planning and Sales Management.
Target Setting & tracking and Headcount management.
Engage with and guide RMs for fast track career progression, formulate policies and implement and monitor.
Collaborate with various support functions such as Mktg/LDV/HR/HOPE/WMS etc.
To conceptualize and execute innovative productivity enhancement initiatives which would lead to meaningful business results
Responsible for developing & implementing the Customer Profitability and Portfolio report and sharing the same with the Branches on Monthly basis.
Responsible for Developing the Service Architecture for Privilege Banking Channel.
Member of Launching Customer Loyalty Program.
Responsible for Channel Knowledge Management.and Learning Modules and PPTs.
Helping in implementing Customer On-Boarding program.
Handling 2 Premium Banking Channels of 218 people.
Setting targets, Allocating budgets, Channel Management & Analytic activities for the 1M HNW customer segment.
Scorecard Generation & Tracking Performance, Branch Visits and Channel Review.
Worked on IBM Mainframes used by General Motors (GM)
Worked as a SME giving Process training and coaching to new joiners.
Work involved performing troubleshooting on Mainframe Data security, Mainframe applications security with regards to access control, privileges control.
Scholarship received for being top ranker in the batch of 400 Students.
Organised many the intercollegiate Technical Paper presentation competition & Workshops. Member of Student community and core member of College Festival organizing committee.