Assistant Manager Compliance
Mashreq Bank
Total years of experience :18 years, 6 Months
Looking after the sales governance of Mashreq, Qatar.
Working as Learning Portfolio Manager for Customer Care.
Training road maps for staff, specially for customer service ( contact centre, front line).
Execution of group programs in terms of learning & development.
Development & Execution of Training programs
Develpoment and Execution of process & policies for Call Centre
Training mainly includes, Orientation, Customer Service, Call Handling, Sales, system & Process.
Also assist in training delivery for Sales staff.
Manager Customer Loyalty: Ensuring the service standard at customer contact points, looking after the portfolio of over 100 branches all over Pakistan.
I. Training & Development:
Develop training programs and daily lectures based on TNA gathered through quality service reports, spot checks, previous test results and trend reports
Worked as Trainer
To contact trainers, trainees and arrangement for logistics
Conduct trainings, based on products, policies, Service skills
II. Quality Assurance:
Determining the quality of service provided to the customers at branch level and in market related to product knowledge and services.
Process and policy designing
Keeping record of Complaint Management System and branch related issue.
Frequently conducting quality check in relation to Branch ambiance
Branch visits, session with staff to find out daily issues and highlighting it to the concerns.
Conducting marketing surveys to get the direct feedback from the customer then generate the customer satisfaction report and maintaining the KPIs of staff.
III. Marketing:
Handling all marketing related activities (ATL & BTL).
Carrying out activities w.r.t. product marketing (business loan, personal loans and VAS).
Set-up meeting with clients for products penetration.
Developing and assuring the availability of all marketing related POS material at branch level.
Implementation of new ideas related to products.
Assisting in new product development.
Developing newsletters and other POS material.
Organizing events, functions and picnics on official levels, with respect to event management.
Carrying out community/ CSR Activities, with respect to sports, environmental cleaning, educational activities etc.
Carrying out commercial activities like; dealing with vendors, looking after the printing of all stationery items then their proper distribution as per requirement to the branches through admin.
Quality Assurance Standardization & Training Department South - Quality Assurance Analyst & Trainer - September 2006 to September 2007
QA & Trainings:
Conducted product, system related and Soft Skills trainings.
Training, coaching and counseling of Contact Center, internal Quality Assurance team, Back office Teams, Service Centers, Franchises, Club Account Managers in South region comprising of Sindh & Balochistan.
To make and execute policies related to new and existing products and services to facilitate customers efficiently.
To analyze Telemarketing surveys and gauge the level of satisfaction in the market and suggest higher management about necessary changes to deliver quality service to the customers.
To monitor quality of contact center, service centers and franchises through especially designed reports and provide feedback for enhancing efficiency and extracting training needs.
To look after the smooth implementation of the latest product offerings at Customer Care Division
Quality Assurance Department Contact Center - August 2005 to August 2006
Devised procedures to streamline the operations
Conducted Assessment Centers for the internal hiring of CSRs
Looked after the internal communication of the products and new offerings
Looked after the in-house training & development of Contact Center Representatives
Designing Standard Operating Procedures for Contact Center.
Worked as QA (analyst and evaluator)
To look after the quality of services of the calls landed at Karachi Contact Center.
Contact Center Karachi (Floor Operations) - to August 2005
Worked at the Team Coordinator position.
Worked as Customer Services Representative at front end and backend i.e. Contact Center for 8 months.
Also assisted and worked with GPRS Team in Karachi.