Jamil Asghar Email & Phone Number

Boston, MA, US

Building awesome teams and products. Business Intelligence and analytics to make the right decisions in Customer Experience.

Gurugram, Haryana, IN

• Heading Quality, Innovation & Service Excellence for a range of functions across customer touch points, back end processing and sales support. Leading a team of Six Sigma Black Belts and Project Managers. Developing.
• Customer Centric Programs: Customer Net Promoter Score (NPS) improved by ~40% (35 to 48) through reduction in customer turn-around times and simplification of customer journeys (Online & Offline)
• Business Outcome Programs: Improved 25th Month Persistency (Customers paying premiums till 25th Month) by 4%, adding an incremental 20 Million INR in renewal income.
• Measurement & Governance: Measurement of Auto Underwriting Rule engine efficacy & creating an early warning system to solve for leakages proactively. Month Zero Issuance improved from 44% to 55%
• Business Process Management (Process Excellence): Standard Operating Procedures created for ~450 Critical Process. Failure Mode Effect Analysis done to highlights risks and process gaps.133 automation opportunities.
• Driving The Quality Culture: Designed multipronged strategy to improve Quality DNA deep in the organizations. Ran campaign to train on quality thinking (~2000 trained & tested).

• Heading quality deployment and end to end quality and CX set up for the start up. Designing new processes, products & customer journeys, embedding controls, establishing measures and dashboards, creating redundancies.
• Transformation Roadmap – NVA elimination, Continuous Improvement (Kaizen, Error proofing, FMEA, Disruptive Improvement (Robotic Process Automation, Chat Bots, ‘Shift Left’)
• SOP Creation & training manuals for 7 existing products (Across Sales, Credit Risk, Operations, Collections, Customer servicing)
• Process design for 4+ new products ensuring differentiation from competition
• Deciding organizations physical footprint - Where, when & how should we open our branches?
• Customer Service Outsourcing - Vendor assessment, Scope definition, Commercials, Tech integration

London, GB

• Heading a team of LSS Black Belts, Project Managers and Transformation/ Automation experts driving Transformation across multi channelled customer journeys - Voice, Chats, Email and Back office. Worked with country.
• Transformation & Quality roadmap (Short Term – 6 Months, Long Term – 2 Year transformation)o As-is Metric & Process assessment | VSM Activities | Continuous Improvement | Disruptive Improvement (Robotics/ Chat Bots)
• Set up ideation framework with incentive & recognition plan. Defined project typeso Created ideation & waste identification culture through road shows | Set up digital ideation platform | Incentive & certification.
• Transition – In-sourcing: Contact Centre/ Chatso Transitioned 20 FTE voice customer service to India – Scoping, Training, Pilot, Control & Sustaino Lower Repeat Contact % than on-shore in 4 months. At par CSAT
• Tactical & Robotic Automationo Internal click level assessment for 30 different workflows to size automation potentialo Cost Benefit analysis – 60 FTE benefit envisagedo Engaged external implementation vendors (TCS/.
• Customer Experience Enhancement - Reduction of Repeat Customer Contact (7 day/ 28 day)

New York, NY, US

Leading org level projects based on Design Thinking.Stakeholders: Business Leaders, Quality Head, CXO. Across geographies.

New York, NY, US

New York, NY, US

New York, NY, US

Managing Operations and Service Delivery in a customer service process for a leading UK bank.HR SPOC - Employee engagementOwner - Compensation (Variable)Performance management

B.A, English

Google - Foundations Of Project Management, Project Management

Google Cloud - Contact Center Ai - Conversational Design Fundamentals, Ai - Conversational Design

+2, Science - Physics/Chemistry/Biology/Mathematic

Applied Business Analytics

Education record

Education record