Business Analyst
Mashreq Bank
Total des années d'expérience :22 years, 0 Mois
- Develop strategies and processes across the Direct Banking Channel department for smooth running and ensure effective implementation of the same that will help to achieve the company’s mission and core objectives
- Singularly mange the outbound dial-er for multiple banking products for 150+ seats
- Provide inputs to the department Management planning strategy
- Design and measure performance metrics across employee groups
- Handling key responsibilities involving monitoring and analysis of work force related performance
- Manage the Real Time Analytic and Capacity planning for the contact center
- Develop and enhance quality of reports to help users in business planning and management
- Ensure efficiency within the team to deliver optimum data integrity
- Streamline multiple processes for the ops floor to ensure smooth work flow
Currently leading the Performance Management and MIS team
Handling key responsibilities involving monitoring and analysis of financial performance of HSBC and its various lines of businesses
Responsible for creating center reports (Sales & Revenue related), lead tracking and employee incentive calculations. Provide support to users of reports
Ensure that reports are reflective of current organizational structure, product groupings, accounting policies and other group/local reporting requirements
Develop and enhance quality of reports to help users in business planning and management.
Been a part of multiple projects that have enabled cost cutting. Received recognition for two such projects
Provide support to all departments with mid year and year end performance data and stack rankings
Handling variable pay-roll calculations for the center employees (incentives, Consistency pay, shift allowances)
Part of the Great Place to Work (GPTW) committee. Assist in organizing various events to increase employee engagement
Have set up and lead the Real Time Analytics and Capacity planning team for the contact centre
Was responsible for staffing across 3 national sites
Have acquired knowledge on applications such as Real Time Analysis and eWFM
Have created Canvases (Aspect) for better understanding of real time call metrics
Have streamlined multiple processes for the ops floor to ensure smooth work flow
Have successfully increased adherence levels to ensure optimum utilization of resources
Currently leading the Performance Management and MIS team
Handling key responsibilities involving monitoring and analysis of financial performance of HSBC and its various lines of businesses
Responsible for creating center reports (Sales & Revenue related), lead tracking and employee incentive calculations. Provide support to users of reports
Ensure that reports are reflective of current organizational structure, product groupings, accounting policies and other group/local reporting requirements
Develop and enhance quality of reports to help users in business planning and management.
Been a part of multiple projects that have enabled cost cutting. Received recognition for two such projects
Provide support to all departments with mid year and year end performance data and stack rankings
Handling variable pay-roll calculations for the center employees (incentives, Consistency pay, shift allowances)
Part of the Great Place to Work (GPTW) committee. Assist in organizing various events to increase employee engagement
Have set up and lead the Real Time Analytics and Capacity planning team for the contact centre
Was responsible for staffing across 3 national sites
Have acquired knowledge on applications such as Real Time Analysis and eWFM
Have created Canvases (Aspect) for better understanding of real time call metrics
Have streamlined multiple processes for the ops floor to ensure smooth work flow
Have successfully increased adherence levels to ensure optimum utilization of resources
Handled multiple collection Agencies
Was in charge of Field officers and Tele-callers reporting into the Agency
Preparing agency wise reports and trackers for the units
Ensuring that agency targets are met
Monitor and support the activities of the agencies by ensuring efficiency and effectiveness of the agencies on a daily basis
Ensuring all agencies procedures are in accordance to the Bank regulation
One point contact for inbound processes for US based clients
Monitoring multiple shifts of up to 400 agents and ensuring smooth production flow
Acquired Expert knowledge of resource management application Blue Pumpkin and Call Management System
Ensuring that Service Levels, Occupancy/Utilization levels and appropriate staffing hours are met on a daily basis by handling all day-to-day activities on the operation floor
Exposure to Collections, Telecom and other customer service based processes
Exposure to Davox dialer
Team Coach, Collections, Mar’02 - Mar’04
Handle escalated calls
Solely responsible for the Scheduling and MIS Functions for the entire process
Trained in 1st and 3rd party collections as well as Skip tracing
Acquainted with the workings of an Outbound Dialer
Received Young Achievers Award in April 2004
Champ of the month for March 2003