Imran Ali Email and Phone Number
Imran Ali work email
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With over 2 decades of experience in the banking industry, I am currently leading the Contact Center Division at Allied Bank Limited (one of Pakistan’s largest banks). My role centers on transforming customer service delivery through the integration of cutting-edge technologies, process optimization, and a focus on exceptional customer experiences. I am passionate about leveraging digital tools to enhance service efficiency and engagement while ensuring operational excellence.Throughout my career, I have led and executed key projects in service design and customer journeys, with a particular focus on digital transformation initiatives. This includes the adoption of Conversational AI, Generative AI technologies, Robotic Process Automation (RPA), and contact center technologies to drive automation and enhance customer interactions. Additionally, I have experience implementing Customer Relationship Management (CRM) systems, Social Media Management Systems, and WhatsApp Banking, while playing an instrumental role in the development of UI/UX interfaces that improve usability and customer satisfaction.Prior to my current role, I headed the Complaint Management Division, where I designed processes for resolving complex issues, streamlining workflows, and significantly improving complaint resolution times, which directly led to enhanced customer satisfaction. By developing customer journey maps using an Agile approach, I was able to implement CX improvement programs, CX analytics, and optimize channel performance, creating more seamless and impactful customer experiences.In earlier roles, I was responsible for managing the Service Quality & Customer Experience portfolio, where I gained deep insights into the entire customer journey. I worked closely with stakeholders to ensure consistent service standards across all touchpoints, while leading CX improvement initiatives that built long-lasting customer loyalty and satisfaction.I hold strong leadership and team-building qualities, with a proven track record in people management and cultivating high-performance teams. My ability to drive innovation while fostering a collaborative environment has allowed me to deliver results that consistently meet and exceed both business objectives and customer expectations.
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Svp | Divisional Head - Allied Contact Center | Digital Banking GroupAllied Bank LimitedLahore, Pk -
Svp | Divisional Head - Allied Phone Banking (Contact Center) | Digital Banking GroupAllied Bank Limited Jan 2022 - PresentLahore, Punjab, PakistanI lead a diverse team across three strategic locations, comprising of Inbound, Outbound, Quality Assurance, Analytics, Social Media & Chat Units.Key Responsibilities:• Leadership & Team Management: Lead and motivate cross-functional teams, overseeing recruitment, training, and development in partnership with HR and L&D to ensure continuous professional growth.• AI & Technology: Implement Conversational AI using Large Language Models (LLMs), define AI/ML best practices, and oversee AI-driven automation to enhance customer experience and operational efficiency.• Automation & Cost Optimization: Drive automation through RPA, Chatbots, Robo-calls, WhatsApp Banking, and Workforce Management (WFM), focusing on cost reduction and improved service delivery.• Customer Experience & CRM: Develop strategies to enrich customer experiences across all touchpoints and lead the implementation of CRM systems to enhance Contact Center and Complaint Management efficiency.• Data & Analytics: Maintain a high-performance analytics platform using BI tools and Big Data, providing data-driven insights to optimize decision-making in contact center operations.• Stakeholder & Regulatory Management: Build strong relationships with the State Bank of Pakistan, Banking Mohtasib, internal customers, and vendors while ensuring compliance with regulatory standards.• Continuous Improvement: Drive continuous improvement initiatives informed by customer and employee insights, ensuring quality assurance and compliance across all interactions.• Strategic Vision & Innovation: Set the strategic direction for contact center operations, staying ahead of emerging trends and adopting innovative technologies to uphold high service standards.• Operational & Financial Accountability: Lead efforts to improve cost efficiencies while increasing Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), ensuring agile and growth-aligned operations.
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Unit Head-Complaint Management DivisionAllied Bank Limited Dec 2020 - Jan 2022Lahore, Punjab, Pakistan• Heading Country Wide Centralized Complaint Management Portfolio of the Organization.• Leading the team of Complaint Managers, Supervisors and Complaint Analysts.• Responsible to develop and implement complaint handling procedures and strategies.• Reporting and presentation of periodical results of complaints resolution to the Top Management.• Ensuring the division’s performance in terms of quality and timely resolution of customer complaints as per the organizational and regulatory guidelines.• Implementation of Consumer Grievance Handling Mechanism (CGHM).• Liaison with Senior Management and multiple functions of the Organization for timely and effective resolution of complaints.• Automation of end-to-end Complaint Handling process through Centralized Complaint Management System.• Improving Customer Experience through quality resolution of complaints.
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Manager Service Quality Assurance - North.1Allied Bank Limited Dec 2016 - Dec 2020Lahore, Pakistan• Managing Service Quality Portfolio of all Regions in North.1• Managing the North.1 team of Customer Support Officers.• Managing the North.1 Team of Associate Managers & Service Quality Officers.• Managing the Video Mystery Shopping Project of Branches.• Responsible for overall SQ Monitoring of North.1 Branches and to liaison with Senior Management & Support segments for improvement of Service Level in branches.• Responsible to develop & implement SQ Processes related to Branch Banking and other segments of the Bank.• Responsible for roll-out of monthly service health check reports and follow-up for resolution of service quality related issues.• Coordinated in Top 100 model branches project.• Developed the SQ strategy for Top 100 model branches.• Coordinated in deployment of Electronic Queue Management System (EQMS) in model branches.• Coordinated in execution of Conduct Assessment Framework (CAF) and Fair Treatment to Customers (FTC) framework of the Bank.• Designed the Customer Service training program for branches.• Responsible for Performance Evaluation of Service Quality Officers and CSOs.
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Manager Call Center / Phone Banking (Officiating)Allied Bank Limited Jan 2013 - Nov 2016Lahore, Pakistan• Coordinated in development of complete infrastructure and launched new inbound call center in Lahore.• Hiring and training of call center agents & supervisors.• Responsible for management and leadership of the call center.• Responsible for Supervisor Training on performance management, documentation, performance review documentation, and Interview & Selection.• Ensure all service levels/KPIs for all areas are met.• Conducted monthly/annual performance evaluations.• Perform quality checks, develop and review performance reports/performance matrix, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Conducted group training sessions on financial products and services.• Increased IVR Usage to divert branches & call center traffic and to participate in Revenue Generation for the Bank by increasing Utility Bills Payment, Funds Transfer, etc.• Responsible to review Call Volume Reports & plan capacity accordingly.• Coordinated in Call Center Solution Upgrade.• Implemented recognition incentives, enhancing employee morale and productivity.• Implemented performance management standards for improving overall department performance.
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Senior Relationship Manager-Quality AssuranceAllied Bank Limited Jun 2009 - Dec 2012Lahore• Responsible to train and supervise team of QA Officers of Central.1 Group who are responsible to monitor the operational processes directly or indirectly related to customer service in Branch Banking.• Development & Implementation of Service Standards for Branches.• Liaison with Senior Management of Business & Operations to ensure effective implementation of service standards in order to ensure smooth and customer friendly operations.• Preparation of Service Standards Results and Presentations to share Service Results with stake-holders and develop strategies for improvement.• Recruitment & Selection of QualityAssurance Officers,Selected Contributions:• Won Service Ambassador Award.• Anchored the Service Award Program of the Bank.• Development & implementation of Service Standards for Retail Banking.• Development of Service Standards of Back-End departments like HR, Establishment, Operations to ensure delivery of Quality Service to internal Customers.
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Incharge Quality AssuranceThe Bank Of Punjab Sep 2006 - Jun 2009LahoreDeveloped & Implemented Service Standards and Quality Assurance Manual.Developed Business Continuity Plan of the Bank to ensure smooth and continuous service in case of disasters.Developed Standards Operating Procedures to deal with Emergency Situations.Developed & Imparted Trainings on Customer Service, Business Continuity, Disaster Recovery, Workplace Safety & Security.Managed a team of Regional Quality Assurance Officers.Developed & Implemented Mystery Shopping Process.Designed the end to end process of Customer Satisfaction Survey.Developed & Implemented Complaint Management Process of the Bank.Introduced Quality Circles in the Bank. -
Customer Service Supervisor, Citiphone Banker, Asstt. Training Manager.Citi Jul 2001 - Sep 2006Lahore-PakistanHandled Walk-In Customer Service Centre.Handling of Customer Complaints and queries.Cross-Selling of Bank Products.Training of Call-Centre & Walk-in Customer Service Centre Staff.Customer Calls Handling to entertain their queries & complaints.Transactions Execution through Call Centre.Worked on Sabre Platform Banking System and Card pack.Handled all types of Bank Customers including Credit Cards, Branch Banking, Auto Loans, Consumer Financing and Mortgages.Managed Cross-Sell Team and achieved 2nd Position in EMEA Region.
Imran Ali Skills
Imran Ali Education Details
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Premier College, Lahore-Pakistan3.89 -
Punjab College Of CommerceCommerce
Frequently Asked Questions about Imran Ali
What company does Imran Ali work for?
Imran Ali works for Allied Bank Limited
What is Imran Ali's role at the current company?
Imran Ali's current role is SVP | Divisional Head - Allied Contact Center | Digital Banking Group.
What is Imran Ali's email address?
Imran Ali's email address is im****@****hoo.com
What schools did Imran Ali attend?
Imran Ali attended Premier College, Lahore-Pakistan, Punjab College Of Commerce.
What are some of Imran Ali's interests?
Imran Ali has interest in Travelling, Eating Out, Reading, Net Surfing, Swimming.
What skills is Imran Ali known for?
Imran Ali has skills like Teamwork, Banking, Team Management, Training, Analysis, Call Centers, Customer Satisfaction, Customer Service, Leadership, Team Leadership, Business Analysis, Human Resources.
Who are Imran Ali's colleagues?
Imran Ali's colleagues are Shaista Jilani, Talha Awan, Khan Usman, Ishaq Baig, Allied Bank Jalalpur Jattan, Saba Abbas, Shafique Ahmed Khan.
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