Sabir Ali Email and Phone Number

• Working in capacity of Head Contact Centre• Setup of Cross-Sell team including Sales, Insurance renewal and Customer Service.• Part of team involved in re-engineering current processes including creation of data mart, credit score with analytics team.• Develop and implement business continuity measures to ensure on-going service delivery is maintained to all products.• Ensure adequate staffing is maintained in accordance to KPIs

• Worked as Vice President – Call Centre Head Credit Card (Voice and Non-Voice)• Handled Correspondence Unit - Assets • Nodal Officer from December 2017 to December 2018 representing (erstwhile Capital First Ltd.) with the regulatory bodies.• Handled team of 80 employees (In house as well as outsourced) including 6 managers, to manage correspondence, escalation, social media, and regulatory channels. • Handled Branch Customer Service as Regional Manager - West Region (which includes Gujarat, Madhya Pradesh, Chhattisgarh, and Maharashtra) from November 2015 to December 2017• Single point of contact for handling / coordinating with various departments within the organization for resolution.• Maintained work ethics, planning, time management, analyzing of data through various resources and feedbacks.• Responsible for planning and managing Productivity, Work Flow, TAT, SLAs of the team.• Worked with different stake holders internal as well as external on providing continuous insights on process improvement and implantation.• Effective documentation skills and preparation of various weekly and monthly reports for Management. • Identify / Manage risks and maintain effective risk containment and contingency plans and ensure strict adherence in achieving milestone dates and business commitment.• Ensured strict adherence to the data protection policies are maintained within the team.• Monitoring RBI guidelines, Legal and Risk compliances. • Coordinating with Business for re-engineering with new process enrolment,• Part of Projects initiation team, to get automation done, wherever there is scope for the same• Monitor Service Quality to ensure TAT is being maintained to address grievances of customer(s) internal as well as external in timely manner.• Creating revenue by cross sell to existing customers.

• Handled project migration of Customer Service & Operations from United Kingdom to India. • Identify / Manage risks and maintain effective risk containment and contingency plans and ensure strict adherence in achieving milestone dates and business commitment.• Effectively manage the vendor deliverables• Ensure Quality and high standard of customer service through implementation and monitoring of TAT & SLAs • Continuous improvement focus – work towards reduction of customer complaints, and improve customer service standards.• Planning & Reporting – Work plans, MIS and Dashboards etc.• Work closely with the Directors / Senior Manager’s of the outsource vendor.• Key contact for stakeholders to develop policies and facilitate the implementation of processes• Ensure adherence to required Regulatory, Compliance, Legal, Business Continuity Plans and Data Protection policies during project implementation stage.• Updating / Attending project dashboard / Review calls with Directors on a weekly basis.

• Handled process migration (credit card, liabilities and assets) to a centralized department under Service Assurance Centre by working closely with Senior Management.• Managed the Service Assurance Centre - Nodal Desk & Grievance Redressal for Retail business.• Single point of contact for social media escalation cases.• Identify / Manage risks and maintain effective risk containment and contingency plans • Ensure Quality and high standard of customer service through implementation and monitoring of TAT & SLAs • Continuous improvement focus – work towards reduction of customer complaints• Planning & Reporting – Work plans, MIS and Dashboards etc.• Effectively manage the vendor deliverables• Serve as a liaison between Legal & Compliance and various department heads to develop policies and facilitate the implementation of processes• Ensure adherence to required Regulatory, Compliance, Legal, Business Continuity Plans and Data Protection policies during project implementation stage.• Updating/Attending project dashboard/Review calls with Senior Management on a weekly / fortnightly / monthly and quarterly basis.

• Handled process migration (credit card, liabilities and assets) to a centralized department under Service Assurance Centre by working closely with Senior Management.• Managed the Service Assurance Centre - Nodal Desk & Grievance Redressal for Retail business.• Single point of contact for social media escalation cases.

• Worked as Team Supervisor handling a team size of 30 executives.• Worked closely with corporate office and various internal and external stakeholders to ensure safeguard against outrages and disruption• Providing directions to team members to ensure reports are delivered on time, roles, responsibilities are transparent, and KPIs are achieved.• Maintained close relationship with stakeholders to ensure qualitative performance delivery and shared recommendation based on observations to ensure consistency in providing continuous service improvement.• Highlighted sub-standard performance and worked on improvement to ensure service delivery is improved and recorded for future purpose.• Responsible for preparing and sharing daily, weekly, monthly, quarterly and ad hoc reports for internal management as well as clients.• Identified opportunities to reduce shrinkage and maximize workforce utilization to improve productivity.• Worked on reducing cost as agreed on annual performance• Supervise team members daily activity, recruitment, training, development and discipline to ensure service delivery standards are met.