Learning & Development Consultant
Mashreqbank
Total years of experience :17 years, 11 Months
• Overhauled over 15 competency behavioral workshop material in line with the Behavioral Competency Framework.
• Delivered over 20 different competency workshops in 6 months with a feedback exceeding 92%.
• Suggested and executed the first Executive Video Series on Behavioral Competency Framework training for Foreign Locations - UK, USA, Hong Kong, India, Egypt, Qatar, Bangladesh & Nepal. Execution involved shooting, editing, collateral designing etc.
• Developed a Professional Sales Certification with contemporary sales tools starting from multicultural understanding of UAE to the innovative outdoor team race with the objective of: understand the geography and major landmarks for sales calls, the transportation system and to break the ice of starting up a conversation with prospective customers. Delivered trainings to 5 batches of 50+ participants in the UAE and also redesigned and delivered the same in Doha, Qatar.
• Designed and delivered a 20 day intensive training program for UAE nationals - Mashreq Al Mustaqbal.
• Developed an end to end On-The-Job Training for senior staff from sales and branches who identified as “buddies” for the new inductees.
• Designed the content of bank wide motivational training on the new brand tagline of: we make possible. The content was developed from scratch and delivered to over 3000 employees across the bank.
• Created tailored power training sessions of 30-40 mins for various departments focusing on customer service, team work and leadership.
• Assisted in collating the Developmental Need Analysis (DNA) from the leadership & behavioral aspect.
• Supported in the talent management of the bank from assessment centers to selection to creation of individual developmental plans and finally the execution of both the emerging as well as the executive talent pool.
• Involved in the conduction of Mashreq Leadership Development Programs (MLDP) in association with DDI and London Business School.
• Responsible to evaluate the annual training need analysis across 17, 000 employees and advise the gaps and suggest course plans every quarter.
• Developed 10 full day workshops and courses within the parameters of bank’s retail and remote products, schedule of charges (retail) and soft skills such as communication, presentation, time management, stress management, customer services and team building.
• Drafted complete trainer manuals from bank’s perspective so other trainers within the bank can conduct the same trainings once the train the trainer program is complete.
• Suggested and created the first trainers’ PowerPoint brand book at the bank which acts as a guideline to all trainers within the bank and provides them with standardization to create training workshops without limiting their creativity.
• One of the 5 certified trainers on ‘the 7 habits of highly effective people’ signature program by Stephen Covey and responsible to train 500 employees at the senior most levels.
• Delivered over 100 trainings in 2011 (over 20, 000 man hours) both from the front line branches and the back offices.
• Train the trainer on “SPIN Model - selling techniques” - by Mr. Patrick NG, Harvard Associate, May Bank, Malaysia and have conducted 2 programs on it since August 2011.
• Earned the highest average rating of 4.67 out of 5 from the 2000 trainees in the post training evaluation in 2011.
• Initiated, researched & developed a detailed training program for the front line & other staff of within 1100+ branches & contact centers, on deposit products, service charges, remote banking products & account opening procedures.
Results:
- Branches selling 9/9 retail products: Dec ’08= zero;Dec ‘09 = 87
- Branches selling 6/9 or more retail products: Dec ’08= 123;Oct ’09 = 429 (248% increase)
• Proposed and executed innovative strategies to train frontline staff, expand market share and increase profitability:
- E-Training, which involved focusing on ONE benefit of any ONE bank product every week and educating customers about it
- Humour on Email, a comic strip featuring MCB branch staff in typical work situations. The story line was developed to deliver product information and subtle etiquettes with humor)
- Branch Competition, organized 4 times among 1100 branches.- Achieved increase of PKR 2.6 billion in deposits in 45 days including slow business days of Ramadan with 71% new to bank customers
• Developed new savings, current and term deposit products with unique value propositions and managed the end to end launch of products across the country with detailed trainings delivered to over 7000 employees at 48 cities of Pakistan:
- Business Account - A current account meeting the needs of small and medium sized businesses, 2008
- Current Life - A current account in collaboration with American Life Insurance Company offering free life insurance cover, 2008
- Savings Xtra - A savings account for the big ticket customers, 2008
- Flexi Deposit & Mahana Profit Account - Completely centralized and automated term deposit products with flexible terms, 2009
- Kids Account and Elderly Account proposed, prepared and tested.
• Received the highest rating for the year 2009 = 5/5
• Received the Star Award for Excellence from the president, MCB Bank
• Train the Trainer for the newly installed performance management system installed by MCB and trained over 500 staff.
• Worked in a supporting role to develop a new product with an entirely different value proposition from that in other countries.
• Developed a 5 year strategy plan and assist in the development of the new product approval.
• Planned the launch of Barclaycard in Pakistan and related initiatives for international branches in lieu with the Barclaycard Global.
• Worked across departments, mainly marketing, to develop the marketing collateral and other cross functional gap analyses with the sales, customer service, business technology, operations and risk management teams to ensure the product promise is fulfilled.
• Devised and implemented communication strategy and marketing plan in line with business objectives in close liaison with respective product managers and advertisement agencies.
• Developed and managed marketing initiatives for consumer assets (personal loans, car financing, home loans and running finance) including all sorts of customer communication i.e. advertising on print and electronic media as well as branch brandings and collateral.
Campaigns:
• Personal Loan - Aug 2006; Sep 2006; Apr 2007; Dec 2008
• Call Center Launch - Oct 2006
• Car4U (Auto loan) Honda Campaign - Nov 2006; Suzuki Campaign - May 2007
• Credit Cards Launch - Dec 2006; Card Alliances (i-party) Sep 2007
• Sabzazaar (Agri Loans Campaign) - May 2007
• Back to Business - corporate campaign - Jan 2008
• Spearheaded the team to execute major internal events with top management attending each:
Events managed:
• Consumer banking conference 2007 at Nathia Gali, Pakistan
• Annual conference 2007 at Kuala Lumpur, Malaysia
• Autos sales conference 2007 at Bangkok, Thailand
• Consumer banking conference 2008 at Bhurbun, Pakistan
• Received best employee award from consumer banking - 2008
Internship: June July 2005: ABN AMRO Bank - Sales and Marketing Achievements & Activities: Conference Manager- IBA-SAARC Conference on "Challenges for Management Development & Education in Pakistan," at the Karachi Sheraton Hotel on March 29-30, 2004.Raised and managed PKR 1.3 million; led a team of 60 individuals to plan and organize this 2 day event with 63 eminent speakers from all over the world. Representative Speaker at the Youth Parliament- Convention called by President Musharraf. Among the nine people to address the President and the entire cabinet, live on national television. Presented the idea of restoring and making use of the valuable reports made by the academia. This suggestion has been approved and implemented at the IBA in the form of the online IBA PORTAL; Other institutes are following in as well.
Internships: June July 2004: (Internship) Gillette Pakistan Ltd. - Marketing June July 2002: (Internship) Pak Gulf Leasing Co. Extra Activities: Task Manager - Information Technology Commerce Network Exhibition (ITCN) 2004, Guest of Honor Escort- Planned the escort of 500 high profile guests including the Ministers, Consulate Generals, Ambassadors and other Government dignitaries to this grand exhibition over the span of 6 hours; Assigned Jobs and led a team of 15 individuals. Venue Manager- IBA Conference on Investment Banking at Karachi Marriott hotel on Jan 17-18, 2004. Managed the venue with a team of 25 individuals during this major event. Manager, Music Society, BASC 2003-4 (Business Administration Student‟s Club, IBA) President HOUSE OF VOICES at IBA, Master of Ceremony at 25 IBA Occasions, Coach IBA Girls Softball Team- 2003,
Internships: June July 2001: (Internship) Bank of America - Customer Account Maintenance Achievements: Best Public Speaker 2001 – English, Best Writer 2001 – English, Best Actor in an English Play 2000-01, Sub Editor (English) - Annual Magazine 2000-01, Asst Editor (English) - Quarterly Magazine 2000-01,
Internships: June July 1998: Bank of America - Cash & Clearing June July 1997: Bank of America- Credit Cards