Led a Sales acquisition team for Payroll, Personal Loan, CC, CASA

Lead the Cards and PL sales team for Dubai and Northern Emirates

Lead all the sales channels direct sales, telesales & digital acquisition • Led a multiproduct sales team of 400 people across UAE. Managed sales offices across UAE (South DXB, North DXB, AUH, SHJ) • Achieved average 28000 primary NTB cards per year and AED 240 million loan per year from 2015 to 2018.• Prepared and managed the annual budget for the department and reporting sub departments in line with the company’s annual forecast • Developed consumer sales short term and long term strategy in line with the stated company’s goals • Designed and managed an effective and robust performance management process to monitor and assess team’s daily and monthly performance • Designed very effective multiproduct incentive scheme which was aligned to company’s acquisition target as well as competitive in the market• Designed and launched digital sales mobile app integrated with credit bureau for instant approvals • Developed several surrogate programs that eased out documentation for customers and sales• Created acquisition and spend campaigns to boost sales and grow assets book• Defined the sales governance framework and policies for the department • Did strategic tie up with other organisations for bulk sourcing (e.g. Theme parks, hospitals, driving institutes, leasing companies, schools and universities etc.) • Regular mentoring, developing and coaching team members. Achievements • 100% increase in cards and loans acquisition numbers in 2 years (2015 to 2017)• 40% increase in productivity in 2017-2018 vs 2015-2016• 32% assets growth YoY from 2015 to 2018• Gamification of mobile sales app, increased productivity significantly

Job Role:Lead Call center, service quality & branches teams for the country, digital transformation of customer’s journey, superior customer experience, Industry recognition Achievements • Ran several process improvement and transformation initiatives to improve Customer exp • Designed and launched mobile banking app • Revamped the internet banking • Launched NPS and maintained it at +50%• Integrated utility payments on our digital platform• Won prestigious Dubai Quality award in 2015

Leading a workforce of 200 people. This includes 12 Team Leaders and 3 Team Managers. - Managing inbound & outbound, email support and internet banking support teams. - Cross selling SC and BT. 60 million per month.- Cross selling Bancc and credit cards, personal loan.- Complete knowledge of IVR tree and design. Driving customers to use alternate channels (IVR and E-banking) for services which in turn helps bank to reduce the operating cost. - Complete knowledge of Avaya architecture.- Hiring forecasting for the fiscal year. This is based on the marketing and sales strategy.- Ensuring all the Process Improvement areas identified at the Quality Workshops in the Month of Feb reach their Logical End.- Working with Quality team to create strategic plans to enhance Customer Satisfaction and resolution rate.- Ensuring meeting/exceeding monthly, quarterly and yearly forecasts and all SLAs on all the Contact Center Metrices e.g. Service level (90%), AHT, reversal, cross sell revenue (160 Million AED for the year), Attrition (less than 20%), customer complains.. - Provide Leadership support to the Team Mangers and team leaders in phone banking on day to day activities as required in their respective areas.- Ensure each team has a training plan for the year. Ensure 100% training sessions are conducted as per monthly training schedule.- Work closely with other departments to promote contests, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.- Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. Identify and assign back-up for myself / Team Manager’s by the year-end (Succession Planning).

Lead a team of 3 TL’s who have 15-20 direct reports each.  Collaborating with Area Manager to create strategic plans to enhance CSAT and FTR.  Ensuring meeting/exceeding quarterly forecasts and all SLAs on all the following:-“Run the business” Contact Center Metrices e.g. AHT, Logging Rate, Attrition.“Quality” Contact Center metrices eg FTF, FTR“Customer Experience” metrices eg. CSAT, DisSat Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. Demonstrate proper attitude when faced with adversity or issues Drive to develop the “optimal” culture that appropriately balances productivity, quality and effectiveness  Be visibly active in leading the workforce diversity initiative for the business unit Drive a sense of team across peer group; work to foster a collaborative/ Positive work environment  Continue to find/create opportunities to think “outside the box” on solutions to business problems, including taking calculated risks when appropriate

Worked as a Product Specialist in CLI3L, Bangalore (A Joint Venture between ITC InfoTech & ClientLogic) for British Telecom Internet Service Provider. Handled a Team of 20 agents.• The Agent Job Objectives are understood, met and maintained Team Leader spend time on-line as scheduled, in order to demonstrate delivery of the Agent KPIs and Objectives and maintain operational skills and knowledge. • Call handling observations are fed back to the Agent, strengths and development areas are highlighted and recorded Specific advice on how to improve development areas is supplied and documented.• To ensure that excellent call handling skills and behaviors are recognized and rewarded. • To ensure that everyone is treated as an individual, in a fair and consistent manner• Agents calls are monitored and reviewed against the COPC template• COPC’s should be completed as per the process and to the same standard as that of the BEST Team.COPC leveling sessions are attended, proactive contributions are made with acquired learning utilized. • Errors identified are fed back to Advisors with appropriate corrective action explained and recorded in a timely manner.• Coaching activity also focuses on development areas identified on the Agent existing tracker.• Ensuring the smooth running of the team.• Floor Supervision. Conducting Proof of Learning Exercises for the Agents on the Floor. Creating quizzes and workshops. Training and Mentoring of new agents or a Team. • Creating and authorizing solutions in primus or client knowledge base tool as required. Providing campaign updates on a timely basis using Client hot news or other team notification tools.• Call monitoring including giving feedback.• Escalating any Issues important to Client. Promoting COPC awareness and ensuring targets are met.• Promoting a positive environment for the agents in the team. • Ensure proactive communication of team issues to the Operation manager.