Mohammed Sabir

 Generate WPS business by sourcing new retail & corporate clients.
 Maintain the existing customers and increase the quality of service level for the customers.
 Create proposals which can help in future business development of WPS program.
 Meet the monthly targets assigned and coordinate with the internal departments and branches for the support required for promoting the WPS services.
 Execute the WPS services in line with the regulations issued by UAE Central Bank and Ministry of Labour from time to time.
 Suggest policies to management where maximum WPS customers be converted to remittance customers.

 Lead a team of Customer Service, Fulfillment & Logistics Executives supporting a Customer base of 300, 000+ cardholders.
 Support on Open loop platform Mint Cards \[Payroll/Prepaid Cards, Union Pay and Master Card\], closed loop platform \[White label exchange house cards\] and customized debit cards.
 Responsible to ensure Employee KYC documents are being verified as part of due diligence.
 Handle complete migration cycle for the cards and pins of the customers.
 Take full responsibility of escalated unstructured and complex customer complaints and assuring satisfaction and resolution to the customer in the specific turnaround time.
 Coordinate with several internal departments to get the Cash disputes resolved within the TAT.
 Provide Technical assistance/guidance/training to team members (New & Existing) to ensure accurate feedbacks in the specific turnaround time.
 Hold daily/ weekly/monthly team meetings to keep team members motivated and informed of business operations.
 Create and implement strategic plans to meet short and long term objectives.
 Build organizational process flows to ensure smooth operations within different department and provide best service to the client.
 Perform necessary UAT as required upon any process change implementation.

 Process payroll/prepaid card applications from new / existing clients to enrol them for WPS program.
 Ensure all supporting customer documents are received from client to complete the KYC process and issuance of payroll/prepaid card.
 Follow up with clients for pending information or documents required for payroll/prepaid card processing.
 Coordinate with Exchange houses for smooth enrolment & migration of white label cards for their customers.
 Single point contact for queries on new account generation & migration for corporate and exchange house clients.
 Successfully tested and launched Mint online portal service for corporate clients and Exchange house clients.
 Ensure Mint portal access is provided for corporates and user accesses are defined as per the client requirement and are user friendly.
 Recognized for providing excellent customer service to clients in a timely and effective manner.
 Coordinate with internal card operations, customer service and fulfilment teams for processing and delivering services in a timely manner.
 Effectively coordinated with other departments in resolving business issues.

 Validation and processing of payroll files in different platforms (WPS/ Non WPS/Exchange Houses).
 Process Disbursement, Rejection & Processed Files for the batch of Payroll.
 Reconcile and confirm the day to day processing.
 Updating the Customers the Status of the Payroll (through email/phone).
 Briefing Clients on WPS Procedures and SIF processing.
 Ensures the resolution of any escalated complaints/issues/discrepancies related to payroll.
 Perform necessary UAT as required upon any process change implementation.

 Handle inbound calls for English, Hindi, Malayalam and Tamil languages.
 Handle Customer queries across all products (Payroll Cards, Payroll Accounts, NRE Accounts and Loans) by attending phone calls, emails or walk-in customers.
 Attending Customer complaints & resolving them as per the agreed SLA with the client.
 Keep a log of Customer follow ups which would require communicating with the various departments and close the same within the stipulated time frame.
 Reduce number of complaints by resolving customer’s problems on priority basis.
 Coordinate with relevant departments for cards and pins to be delivered to the customer as per the request.
 Received Best Performer title two times during the period.