Regional Manager Customer Service & Quality
HBL
Total years of experience :26 years, 0 months
Responsibility to UP LIFT! customer service for the entire region. Prime responsibilities include Mystery Shopping, Service Audits, managing customer counter experience, Implementing & managing new initiatives, supporting business development; staff engagement & Motivation & enhance quality of service delivery. Inline working on TNA and gap analysis for customized trainings for operational staff. Publicist/Editor of the monthly Regional Times (news letter for the region)..
Prime responsibilities include managing Initiatives supporting business development; enhance quality of service delivery for 76 Retail Banking outlets, inline working on TNA and gap analysis. Publicist of the Regional Times.
Responsible for deposit mobilization, raised branch deposit by 224% in the first Six months, marketing consumer products, banc assurance and retail lending products. Along with branch service levels, maintain all prudential regulations experienced in ATM operations Diebold and NCR. Liaison b/w the management and the customers. Core concern for AML and KYC as are critical concerns for all financial institutions.
•Maintain positive force field energy at work, constantly targeting automation.
•Emphasis on team building and quality customer services and KPI management. Ensure judicious and timely performance appraisals.
•Managing a team of 78 front end professionals. Setting and meeting p
erformance targets for speed, efficiency and quality.
•Managing service related issues through out Pakistan for retail and consumer products. Liaising with team leaders, phone bankers, and third parties to gather information to service and resolve issues.
•Reviewing staff performance, identifying staff training needs.
•Handling most complex customer complaints or enquiries.
•Monitoring shift patterns and the number of staff required to meet customer demand.
•Improving performance by raising efficiency benchmarks thru monthly Performance synopsis and sourcing new equipment/methods to enable this speedy one window response.
•Vetting all processes and SLAs’ related to customer services.
• Managing a team of 17 Phone Bankers, monitoring and evaluating performance in terms of Sales & Service for Retail and Consumer Banking.
• Ensuring sales targets for all products and TSF is met on a monthly basis.
• To conduct daily huddle with the team to monitor daily sales run rates. Also conduct monthly team meetings and report the problems and suggestion put forward by Phone Bankers to the Mancom members. Use special motivation tools to avoid agent burn out.
• To formulate the ABU; An evaluation program compiled monthly, consisting of Service & Sales targets versus achievements giving an over all picture of each Phone Banker’s monthly performance consisting of areas of weakness, strengths and training.
• To identify initiate and implement at-least one process that could be automated in every quarter. Scheduled visit to walk-in customer service to analyze process impacts on customer and device ways of improvement and automation.
• To make our work environment a fun place as well as challenging to our staff.
Complete deployment of call center solution, inclusive of CRM, IVR, PC based solution to offer one window operation to service customers country wide.
Customer service representative at Union Bank, Contact Centre. Won three awards in the period of 2 years
2nd division
Class A
