Channels Manager
Finance House
مجموع سنوات الخبرة :15 years, 5 أشهر
Responsible for developing an exceptional financial customer experience by optimizing the productivity of existing channels namely the call center, customer service and branches to create revenue streams. In addition to initiating the customer experience via e-Channels such as e-commerce, online banking and mobile applications to create brand loyalty. Hence forth, align the channels strategy across all the affiliated entities of Finance House(Islamic Finance House, Insurance House and Finance House Securities).
• Devised a channels strategy encompassing all touch points and ensuring the front liners are equipped system and product wise to render an outstanding customer experience. Initiated Key Performance Indicators (KPI’s), an Incentive Scheme and an internal Quality monitoring evaluation system supplemented by a third party mystery shopper and Customer Service Index survey to be conducted on monthly basis.
• Managed the e-commerce portal from a user experience and user interface to back end report generation and analysis that included Google analytics, cyber source reports and Merchant Category Spend patterns. Launched killer deals for customer engagement that boosted the Facebook likes to a record 34k from a mere 600.
• Marketed the e-commerce website to selected vendors and associated with brand names that suit the cardholders shopping habits. Prepared a marketing calendar for vendors inclusive of internal communication, social media coverage, in store branding and mystery shopper visits.
• Continuously improvised the content based on customers feedback via call center or through the website. Analyzed the customer feedback, comments, complaints and ratings data and established a 48hrs TAT for any contact us request.
• Presented a KYC demographics report tracking revolvers, transactors, nil utilization customers and new card holders spend patterns
• Negotiated Alternate payment channels for existing credit card holders with third party banking and financial institutions.
I manage 180 staff in two location for the largest bank in UAE. My role entails overlooking the operational, quality and training in addition to the MIS sections. I am also responsible of putting the strategy for the contact center and expanding the scope of responsibilities within the bank nationally and globally. I liaise with other heads of departments and ensure the contact center plays a critical role in the vision of the bank.
The contact center has inbound, outbound in addition to an online banking queue. We handle 2 million plus calls annually in three languages.