Imran Shaikh Email & Phone Number

London, England, Gb

St Albans, Gb

Potters Bar, England, United Kingdom

Potters Bar, England, United Kingdom

- Plan, lead and implement transformation on contact centre (telephony) IT stack. - Lead and execute transformation work-stream across Customer Services.- Lead, manage and execute transition & repatriation.- Responsible to plan and oversee the transfer of relevant information for solution support, acceptance, and operation.- Propose & implement solutions to help reduce operation costs. - Lead, Execute and Analyse IT projects directly impacting Customer Services.- Planning and delivery of customer contact strategy across L&P products.

Mumbai, Maharashtra, India

- Lead project teams in support of different project workstreams,and manage overall project activities, plans, and schedules associated with deliverables and milestones.- Lead analysis studies in multiple areas and lead project definition and recommendations.- Strategize technological advancements in customer and business journeys across Sales and Services.- Deputize for a key functional lead and compliment any meet with the knowledge and expertise (Service and Sales).- Lead a key project that demanded compliance and adherence to all guidelines.- Design customer and business journey to meet compliance and regulatory requirements.- Build and maintain effective partnerships with key cross functional leaders.- Build and Implement solutions to help customer journey across Sales & Service.- Lead, guide and support multiple workstream leads / consultants through the design and implementation of targeted change strategies including identification of change impacts to people, process, policy, and structure, stakeholder identification and alignment, appropriate communication and feedback loops, success measures, training, organizational readiness, and long-term sustainability.

Mumbai, Maharashtra, India

- Design or redesign of business processes.- End-to-end process writing.- Project/Change Implementation and ensure cross function engagement in the business.- Assist in governance forums, preparing & presenting impactful pack to key stakeholders.- Lead and conduct Transformation workshops for customer and business journeys. Responsible for end-to-end tasks on readiness for a designated project, change and/or transition.- Demonstrate mastery of the process competency principles and practices.- Identify, escalate and manage project risks.- Transitioning complex IT projects with personal accountability for delivering in desired timelines and within budget. Maintain and update Customer Services Process Master List to pre-empts any risk to business and evaluate impacts.- Proficiency in working with Agile methodology.

• Leading large-scale Knowledge Management strategy and design efforts. • Supporting the Knowledge Management Team in designing, developing and maintaining knowledge-base to support employees across locations. • Managing knowledge management projects with a view to achieve business objectives and ensure optimum utilization of available resources. • Developing and assessing the knowledge management programs by observing its usage and assessing its impact in terms of the organizational benefits. Establishing and implementing ‘best practices’.• Responsible for end to end managing of the knowledgebase along with the client’s onshore teams. • Supporting the daily functioning of the knowledge management team and supporting the team to achieve the milestones set up jointly with the client. Also supporting business initiatives including the knowledge transition, knowledge uptake and knowledge improvements. Being the mediator to answer the queries of the clients and staff about the knowledge management products and practices.• Ability to create content based on brand, language, presentation, structure and assimilation time.• Closing the loop with the end users of the knowledge-base, including feedback management, content reviews and rewrite, actions coming out of interactions monitoring, content optimization, new knowledge solutions and focus groups with other skill sets.• Ability to translate and summarize complex analytic findings into actionable recommendations through written and oral communication.

- Manage large amounts of incoming phone calls.- Generate sales leads.- Identify and assess customers’ needs to achieve satisfaction.- Build sustainable relationships and trust with customer accounts through open and interactive communication.- Provide accurate, valid and complete information by using the right methods/tools.- Meet personal/customer service team sales targets and call handling quotas.- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Keep records of customer interactions, process customer accounts and file documents.- Follow communication procedures, guidelines and policies.- Take the extra mile to engage customers.

Mumbai Area, India

- Provide exceptional internal and external customer service in a professional manner which includes answering phone calls promptly, responding in a timely manner and using caller's name.- Respond to customer service requests using appropriate bank and credit card processor systems.- Enroll and train cardholders on bank and/or credit card websites to ensure customer ability to maintain credit card account online.- Maintain high level of product knowledge regarding all aspects of consumer card programs including features and benefits, fees and service charges, and disclosure requirements.

Mumbai Metropolitan Region

- Manage large amounts of incoming phone calls.- Generate sales leads.- Identify and assess customers’ needs to achieve satisfaction.- Build sustainable relationships and trust with customer accounts through open and interactive communication.- Provide accurate, valid and complete information by using the right methods/tools.- Meet personal/customer service team sales targets and call handling quotas.- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Keep records of customer interactions, process customer accounts and file documents.- Follow communication procedures, guidelines and policies.- Take the extra mile to engage customers.