Quality Manager
Sacoor Brothers
Total years of experience :10 years, 4 Months
• Developed and Implemented the Quality Management System and Internal Audit System
• Cost Based Business Process Mapping- Calculating Process Costs and Total Productivity of each employee based on Cycle time and assigning job responsibilities for optimization of Resources.
• Proposed and improved key Business Processes with 40% reduction in Cost and 50% reduction in Cycle Time and Overall Turnaround time.
• Used various quality tools, Root Cause Analysis, Swim Lane Process Mapping - Current State (AS-IS) and Future State (TO-BE) using BPMN, 5S, Fishbone Diagrams, Value Add-Non Value analysis and various Lean and Kaizen tools.
• Successfully conducted Kaizen weeks at Back Office and Retails stores in Dubai and Portugal for Organization of stockroom in stores, implementing Kanban and Reducing the waiting time for customers at Point of Sale.
• Plan, Implement and Monitor service quality adherence to SLAs & improvement activities by carrying out internal quality audits for corporate office employees and retail stores and implement necessary Corrective Actions.
• Handle the Document Management System including process documents, policies, procedures, Store Manuals, Training presentations and the internal Archive System.
• Handle the internal INNOVATION system to support the key stakeholders in improving operations, processes, share best practices and propose new projects and act as a Project leader.
• Analyze the Customer Feedback received, Promoters and Detractors and provide various reports to Senior Management on Net Promoter Score and Mystery Shopping.
• Train new joiners on the Quality Management Induction and time to time update the Senior Management and Training Department on changes in the Quality Management system.
• Quarterly Review of the Store Audit Table, Processes, Audit Checklists and facilitate sessions with Portugal team to maintain Standardization across all regions.
Document and implement Quality System Manuals for all Business Functions
Responsible for working with key business experts and stakeholders to design, develop and optimise business processes and procedures.
Partner with business owners across divisions to create a standard set of business processes and procedures that are clearly understood and embedded in day to day operations.
Act as a Project Manager and lead a number of key projects for the Group delivering optimised business processes.
ISO Auditor and Audit scheduler. Plan the audits and auditors to carry out audits and consolidate audits results.
Closure of Non Conformities arising out of the Audits and throrough coordination with respective units.
Manage Internal Quality Audit Systems
Owning the design/re-design of business processes, utilising the knowledge of subject matter experts andstakeholders.
Facilitating changes to attain the highest levels of customer service, efficiency, control and compliance.
Identifying the root of business problems and creating strong and rational business cases for change/noaction.
Preparing detailed documentation; process diagrams, reports and presentations.
Facilitating sessions with subject matter experts and stakeholders to identify process improvements.
Facilitating sessions with IT to implement process automation.
Identify and facilitate improvements to Group policies.
Helping develop training courses, workshops and methods to support process management.
Finding ways of reusing the process information to support other key business activities e.g. businesscontinuity, control self assessment, understanding risk, training and knowledge development.
Thorough understanding of Logistics and Warehouse Operations.
Bringing improvements in the day to day operations
Identifying processes for Scanning and Paperless solutions
Handling complaints/escalations marked to the Managing Director and the President of the Bank.
Effectively coordinating with the various departments (CPU, Branch, Product, International Remittance Team, Treasury, F&A) of the Bank for satisfactory closure of the complaints.
Working towards decrease in the Turn Around Time for closure of the complaints.
Speaking to the customers and providing them with timely updates.
Identifying Process gaps using Lean and Six Sigma (DMAIC) and ensuring effective amendment of the laid down processes of the Bank.
Design Escalation process workflows and involve concerned units for speedy resolution of complaints.
Take up projects towards increased usage of the client servicing channels and eliminate non value adds in the activities of the Unit.
Need based Root Cause Analysis of the complaints for reporting to the President and MD of the Bank.
Vetting and Proof Reading of the communications sent to customers by various Product Teams of the Bank.
Monitoring Emails of the Escalations Desk in terms of Products, Process, Email Etiquettes & Technical skills in Retail Liabilities/ Retail Assets/ Non Resident Indians/Credit Cards.
Identifying performance deviations and develop training need analysis for the concerned officers and ability to conduct refresher trainings.
Team Management:
Manages employees in the following areas: attendance, monitoring, coaching and time scheduling
Pro-actively implements and monitors monthly work schedules and shift schedules and rosters to ensure adequate staff levels for the team are maintained.
Develops, stores, and retrieves data to produce a variety of reports; pertaining to the Call Center, such as KPI’s (key performance Indicators), Schedule of call centre employees, Break Scheduling
Communicate clear targets and objectives to the team. Support this with consistent, specific, relevant, and regular feedback.
Tracks and records performance measures and reports these measures to the Senior Management.
Monitors performance and enforces policies and procedures to ensure that all employees meet or exceed expected service and performance levels.
Ability to work and coordinate with various stakeholders and vendors in a polite and professional manner.
Achievements:
Bought various improvements through RCA of Escalations.
Introduced Service Quality Audits for Branches to ensure processes, feedbacks and suggestions put in place are being adhered to and measure overall customer service rendered to the walk in customers.
Implemented the process of taking customer’s signature on the Application Form next to the clause for Prepayment and Foreclosure charges applicable for Loans. Complaints received for Reversal of such charges contributed to 10 percent of the Escalations received. Thus reducing 10% complaints received.
Replication of Credits Cards Pin regeneration process on Phone Banking for Debit Cards as against the procedure of physical pin being sent to the customers. This process reengineering lead to lesser number of complaints with respect to non delivery of debit card pins, reduction in cost involved and higher level of customer satisfaction.
Evaluating inbound and outbound calls of the Customer Contact Centre & email/chat monitoring in terms of product, process, soft skills & technical skills for Customer Contact Centre in Retail Liabilities/ Retails Assets/ Non Resident Indians/Credit Cards.
Achieve set targets on various operational metrics like average quality score & various quality interventions (Calibrations, Call listening sessions, Quality Clinics, Quality Briefings, 1 on 1 feedback to officers)
Identify performance deviations and develop training need analysis for the concerned officers and ability to conduct refresher training.
Setting up quality monitoring system and ensuring adherence to quality standards and specifications in order to meet customer satisfaction.
Industry benchmarking / mystery shopping on a monthly basis.
Improvising the Overall Processes of the bank and the Customer Contact Centre.
Various Process Improvements through VOC, VOE, Call Calibrations and other Feedback Channel
Handled Projects with successful results in the areas of AHT, Increase in FCR and Escalation Management.
Created the Rewards and Recognition Program for the Contact Centre in coordination with the Head of Service Quality.
Handling inbound calls and addressing customer's queries and complaints.
Cross selling of Home Insurance, Life Insurance, Credit Cards, etc
Meeting daily and monthly targets
Certification In Lean Six Sigma Green Belt by RAB QSA
Graduate in Commerce