Rubina Kazmi Email & Phone Number

United Arab Emirates

UAE

Responsible for business performance of HSBC International customer segment providing oversight of the products, services and offerings available to EMEA International banking population in home market covering cross border marketing policy / frontline training and referral programs. Working with HSBC Group markets on an operating model to streamline the.

Responsible to standardize Premier services across all channels. Worked with various teams to streamline procedures and customer communication. Worked closely with FCC (Financial Crime Compliance) on KYC and EDD (Enhanced Due Diligence) procedures

Emaar Square, Dubai

Managed a portfolio of 30,000 Premier customers through the Virtual Channel with a team of Virtual Relationship Managers. Lead the Premier Direct Segmentation model creating specialists within the team handling Nonresident/High Risk and resident wealth potential clients. Responsible to manage RM portfolio loading and capacity to improve efficiency..

Dubai Internet City

Managed Team Leaders and associates utilized by the Contact Centre facility to ensure agreed SLA’s are maintained and consistently challenging the conversion levels to ensure sales are at an optimum levelManaging Call Centre Sales across all sites (DIC and GSC’s in India and Saudi Arabia) to ensure AOP is met.Analyzing MI, recommending and working with set.

HSBC Dubai Internet City Office

Introduced Dialler Capability within the Call Centre. Responsible for creating Dialler reports, analysing MI and identifying areas of improvement. Accountable to manage sales via ongoing telesales activities. Provided team leadership to the delivery of top quality customer service by using creative thinking to motivate and increase sales. Lead the Coaching.

Dubai Internet City

Responsible to make outbound calls for existing customers and non-customers for sales and service activities. Specialized in customer complaint handling. Took ownership of all escalated complaints, navigated within the organization for full resolution and provided analysis of root cause to senior management for process improvement.