Neha T. Email and Phone Number

• Steering contact center sales for all retail banking products and across segments through data intelligence, process improvement techniques and change management• Identifying strategic growth opportunities for business and acting as business enabler across retail products and segments • Managing priorities across complex stakeholder matrix, ensuring frequent communication through governance sessions providing updates and feedback opportunities to senior and C-suite management

Took over additional responsibilities in 2019 along with portfolio management and driving customer revenue :• Defined business plan to achieve budgeted book growth targets from existing portfolio - liability book growth, FX and wealth fee line revenue in 2021.• Led annual financial planning, budgeting, and financial performance monitoring activities for the segment; designed business development opportunities to drive liabilities book growth and fee income through customer engagement activities• Defined and led customer activation and retention strategies in line with GDPR, including reactive and proactive retention programs • Managed team of 2 along with responsibility to groom and mentor Emirati PAL trainee

Transitioned from insight providing to driving business strategy and implementation through this role of Portfolio Manager for Personal Banking, largest retail segment within the bank comprising of 1M+ customers . Over the next 4 years , developed strategy for driving key portfolio indicators : customer acquisition under Beyond from PSB , customer activation and balance growth , product penetration , customer retention , revenue per customer. To achieve these , • Lead cross selling by tailoring solutions to deepen client relationships• Conceptualized and launched 200+ cross-sell campaigns annually across retail products; AED 69M annualized revenue contribution by 2019• Designed and implemented customer “Tail management” programs to remove value destroying customers from portfolio to optimize profitability• Groomed junior resources in analytical and presentation skills

I started the role as a Senior Business Analyst where my primary focus was providing insights and driving revenue generating opportunities for retail cards and asset business focusing on acquisition , portfolio growth and retention. Some key projects were :1) Leading contact center sales for Credit Card, Personal Loans, Insurance & Credit Card insurance & retention teams – exceeding annual budgeted targets though use of propensity based calling lists and tactical marketing campaigns for additional "Hot lead" generation2) Identifying opportunities to bundle products and improve cross-sell - Home with premium credit cards3) Developing first of its kind Customer Lifetime Value based Reactive Retention Strategy for premium and super premium credit card customers and implemented it with the call center team being actively involved in training the team on how to use the grid as well as listening to calls to ensure quality conversations and higher retention rates - increased retention rates by 50%4) Built a decision tree technique-based response model to identify potential delinquent customers with 98% accuracy Later on I diversified to marketing analytics as well and shared time between two different roles, the new skills I developed were around :- Performance Marketing, Lead Management, Re-marketing- Digital Marketing, Website Analytics, Micro Marketing Activities - Digital Acquisition for credit cardsDuring this time I worked closely with products, multichannel and media agency on various digital campaigns both on paid and unpaid media, optimizing the overall campaign strategy and fund allocation. I also ideated foundation of digital acquisition strategy and performance management reporting across retail banking products for 75k+ leads coming through various channels annually

• At an early stage in my career, got an opportunity to work on business development strategy with the Head of Merchant Acquisition ANZ • Helped optimize sales efforts through various online and offline channels in Australia• Designed monthly performance monitoring KPIs metrics and visual analytics dashboard for all online and offline sales channels of ANZ acquisition team of 50+ sales staff• Established daily lead pipeline flow in Salesforce.com for sales teams• Delivered strategic channel ROI analysis for revenue generated at various channels, salespersons at city, postcode, state and market level vs acquisition costs.

• Worked with Shire account in several different geographies - North America, Europe and Australia• Evaluated sales force effectiveness for Shire and recommended portfolio optimization strategy • Worked adoption of optimization strategy with the front-end sales team and client management

• Implemented robust reporting around op-plan and actual claims paid out on monthly basis for Roadside services offered to key wholesale and retail accounts of key auto majors.• Created analytical models thereby reducing projection variances to below 2.5% from established targets while creating Retail Revenue models achieving 99.98% accuracy