Aleksandar Blagojevic Email and Phone Number

Development of principles and standards for Customer Relationship Management. Develop key insights for business using Data. Closely monitor Campaign performance on all channels and provide improvements. Develop Bank’s modeling strategy and support model implementation. Responsible for overall CRM contribution to business results.

Manage the process of integration CRM departments of Komercijalna and NLB bank and restart CRM activities using advanced CRM process-

Devise and implement the bank’s digital strategy for retail sales and service channels through defining Digital channels and Contact Center’s services, capacities and volumes, forecasting sales figures, targeted products, and needed resourcesLead development of Digital Channels and Contact Center through bot Agile and Waterfall methodology supporting Agile Teams and Project Managers.Directing daily operations for the bank’s Digital Branch and Contact Center, leading annual planning and… Show more Devise and implement the bank’s digital strategy for retail sales and service channels through defining Digital channels and Contact Center’s services, capacities and volumes, forecasting sales figures, targeted products, and needed resourcesLead development of Digital Channels and Contact Center through bot Agile and Waterfall methodology supporting Agile Teams and Project Managers.Directing daily operations for the bank’s Digital Branch and Contact Center, leading annual planning and budgeting processes, streamlining processes, and implementing operational improvements.Define operational objectives for all teams, including product sales volumes and retail sales share, and for developments Teams milestones and dead lines.Streamline existing processes and applications through developing and implementing improvementsMonitor and analyze sales performance in Digital Channels and Contact Center to ensure achievement of anticipated sales results, as well as facilitate sales efforts through identifying and integrating corrective actions and improvement measures.Achieved significant Digital channels share of Cash Loan production, Credit Card Limits and Overdraft sales within first years of Digital Branch existence, through monitoring results and performance of the key stakeholders daily, and gathering feedback from the clients and staff and transforming it to action plans and improvements.Transformed Contact Center from classical Inbound (Service) and Outbound Center, to Service and Sales, oriented Contact Center with 3 times more Agents, targeting best in class inbound and significant outbound conversion rates. Show less

Developed and established the bank’s Digital Branch, the first of its kind in Serbia and the region through developing project concept, scope, and resources, as well as by selecting and forming the Digital Branch team, thereby setting up a benchmark for the wider audience in the Societe Generale Group.Focused on directing daily operations for the bank’s Digital Branch and Contact Center, leading annual planning and budgeting processes, streamlining processes, and implementing operational… Show more Developed and established the bank’s Digital Branch, the first of its kind in Serbia and the region through developing project concept, scope, and resources, as well as by selecting and forming the Digital Branch team, thereby setting up a benchmark for the wider audience in the Societe Generale Group.Focused on directing daily operations for the bank’s Digital Branch and Contact Center, leading annual planning and budgeting processes, streamlining processes, and implementing operational improvements.• Manage bank’s Digital Branch and Contact Center • Identify and forecast future role, volume, and capability of the Contact Centre and Digital Branch through creating and implementing the bank’s digital strategy, defining and developing targeted products, as well as needed resources.• Define operational objectives for all teams, including product sales volumes and retail sales share.• Streamline existing processes and applications through developing and implementing improvements, ensuring adequate service level and conversion rates.• Monitor and analyze sales performance in collaboration with Team Managers to ensure achievement of anticipated sales results, as well as facilitate sales efforts through identifying and integrating corrective actions and improvement measures.• Led Digital Branch overdraft, accomplishing huge sales share through implementing process modifications.• Achieved significant Digital Branch’s share of Cash Loan production, and huge share of Credit Card Limit increases and overdraft sales within first 3 years of Digital Branch existence, through monitoring results and performance of the key stakeholders daily, and gathering feedback from the clients and front staff.• Transformed Contact Center from classical Inbound (Service) and Outbound Center, to Service and Sales, oriented Contact Center with 3 times more Agents, targeting best in class inbound and significant outbound conversion rates. Show less

Concentrated on directing Customer Relationship department and all Alternative Sales channels, including E-Channels, Contact Centre, Direct Sales Agents, and Retail Sales Finance.• Conducted retail business analysis and ensured maximum utilization of the bank’s advanced CRM platform.• Accomplished CRM’s participation of over 50% to new volumes of the most important retail products such as cards, loans, packages & current accounts, and deposits.• Rewarded as the Best CRM of 2011 and… Show more Concentrated on directing Customer Relationship department and all Alternative Sales channels, including E-Channels, Contact Centre, Direct Sales Agents, and Retail Sales Finance.• Conducted retail business analysis and ensured maximum utilization of the bank’s advanced CRM platform.• Accomplished CRM’s participation of over 50% to new volumes of the most important retail products such as cards, loans, packages & current accounts, and deposits.• Rewarded as the Best CRM of 2011 and recognized as a leading CRM business within RBI International.• Influenced the development of and utilized all available channels, and significantly contributed to the bank’s overall gross income through implementing CRM in all life stages of customer relationship with the bank.• Ensured accomplishment of set targets on Inbound and Outbound CRM campaigns conversion rates through leading CRM team of 8 FTEs.• Supervised campaign executions and ensured all campaigns were successful and achieving high conversion rates through implementing modifications and improvements by cooperating with Retail management regularly.• Enhanced performance of various departments, reduced analysis requests, and enabled efficient decision making by providing all business lines with access to all CRM data with tools and support for users. Show less

Responsible for all banks channels except for the Branch Network:Contact CenterDirect Sales AgentsRetail Sales FinanceE-Channels

Leading Contact Center Team, covering:Inbound,Outbound,Retention