Key Responsibilities:Credit & Collection: Planning, evaluation, implementation and continuous improvement of all aspects related to credit & collection function and process. Invoicing & Payment Adjustment: Design and implement necessary policies related to on time and accurate invoicing while addressing all regular and complex adjustment issues ensuring proper customer experience. .Dispute Management: Ensure all required steps in resolving receivables delinquencies and ensure proper coordination between all internal and external stakeholders.Revenue Assessment: Analyze the periodic collection summary and pattern and generate necessary insight in strengthening as well as maximizing overall revenue and collection scenario and minimizing bad debt.Fraud Management: Identification of all possible revenue leakage prevailing in ecosystem through periodic audits and ensure on time establishment of proper protective measures.

Established the first ever retail channel in the Capital Market of Bangladesh through digital interference and rolled out Financial Literacy Programs especially designed for young investors/students from major public and private universities across the nation to promote their thoughtful participation in Capital Market and hence targeting to meet up the desired growth of both LankaBangla Securities Ltd. and for the market as a whole.

Ensure best customer experience and retention of High Value Key Accounts, Key Corporate Accounts, High Value Strategic Accounts, Corporate and Business Accounts from Large and SME segments by leading the Service & Sales Support Team by on-time Provisioning, Designing and Simplification of customer supportive Service Process, Formulation & Revision of SLA with Stakeholders for on time resolution, End-to-End Business Model formulation for Third Party based service model, strict monitoring of Sales Compliance and ensure efficient internal process aligning with all service touch points and key stakeholders, Insight generation on customer experience and promoting redesigning of product features based on demand & prevailing competitive situation in the market, Assurance of system support from pre-sales to post activation phases

End to end development of SME business channel through Third Party model across the Bangladesh• Formulation of commission structure and implementation of payment disbursement process for Partners• Analysis of business case and ROI calculation for partners with new business modality• Career Development Framework & Development of Succession Plan for all major roles in Direct Sales• Training Need Assessment, Sourcing of Training Vendor and execution of necessary Training Programs for the Key Account Managers as well as Sales Unit Heads of Direct Sales.• Ensure necessary support & engagement of relevant stakeholders in all BIDs participated by Direct Sales.

Manage overall acquisition, retention, expansion and win-back activities of key business customers within the Business Market.• Analyze the business market and formulate effective planning to serve the expansion and retention of target market through proper sales visits, product positioning, process simplification, SLA formulation and follow up. • Train & Develop and provide multi level support to the Zone Managers and Account Managers to become effective in their individual roles. • Maintain multi level contacts with key corporate accounts and important external and govt. stakeholders aiming towards smooth operation of business. • Coordinate and align with other concerned Divisions / Departments within the Company in order to ensure smooth and efficient after sales service delivery for the Business Customers. • Ensure efficient and effective implementation of different interactive events and activities with the Business Customers from time to time. • Analyze competitive scenario within Business Market and Ensure smooth and effective implementation of business strategies from time to time

Achieve Quarterly Business Targets for the Business Market Team in terms of Quality Business sales.• Formulate effective planning to serve target market through proper sales visits, product positioning and follow up. • Develop Account Managers and coach them regularly and intensively in achieving their respective business targets on Quality Sales.• Coordinate different promotional events within client premises to boost up revenue.• Analyze competitive scenario within the Zonal Business Market and provide quality feedback and inputs to the Company in counteracting competition. • Ensure smooth and effective implementation of business strategies from time to time.

1. Ensure smooth operation of Regional Customer Management Center Located in Dhanmondi, Dhaka as well as attached 46 Grameenphone Service Desk (GPSD) located in different areas in Dhaka Division (Areas included Azimpur, Dhanmondi, Mirpur, Savar, Manikgonj, Rajbari, Faridpur, Shariatpur and Gopalgonj) within the standard guideline as decided by management.2. Meet up customer expectation on different product and services. 3. Ensure proper stock management & distribution process. 4. Regular Visit to service desk located in different areas in Dhaka Division.5. Guide & train service agents on trouble shooting, current policies and procedures & customer service standard.6. Arrange different programs reflecting customer insight as well as their expectation.7. Prepare various proposals on meeting up customer expectations & reflection of customer insight on different product & their service related issues.8. Conduct bi-monthly performance evaluation for members of both Regional Customer Management Center & its associated service desks.9. Coordinate with IT & Finance Division on various operational & cross-functional issues.10. Ensure maintenance of all office equipment, furniture & fixtures.

Major Responsibilities:• Establish smooth coordination among subscribers, bank & GP to smooth the collection process aiming towards on time collection and upload in system followed by credit facilities and solution to payment dispute.• Detection of fraud payment & take necessary & instant action.• Coordinate with Finance Division in establishing new collection point on subscriber’s demand.• Reconciliation of total bank collection in coordination with Finance Division.• Preparation & submission of total collection report to divisional head.• Monitor regular activities & performance of unit members.• Ensure availability of collection materials to all collection points as well as distribution of invoice through effective courier management system.• Warehouse management for physical storage collection instrument for future reference.Special Achievements:1. Successful roll out of Payment Automation System in GP by playing the central role of Governance. 2. Establish payment document storage policy for Grameenphone.

Major Responsibilities:• Ensure on time update of customer payment in GP system followed by necessary credit facilities.• Execution of barring activities based on Credit and Fraud Management Policy.• Provide solution to any payment related queries & arrange necessary adjustment.• Ensure availability of collection documents at all collection points of banks.• Preservation of collection documents in GP central filing system and warehouse.Special Achievements:• Best Performance Award – July 2001.• Outstanding Individual Contribution Jun-Sep 2003.• Best Performance Award as Team Leader Jan-March 2002.

Major Responsibilities:1. Attend regular customer queries in service hot line and manage instant and time bound solution.2. Proactively aware/inform customers regarding our products/service3. Lead generation through inbound and outbound contacts.4. Capture customer insights and escalate critical issues / complaints and provide timely feedback5. Maintain targeted KPI on Number of Call Received, Conversation Attitude, Given Solution and Follow up of dependable cases on a regular basis