Strategic Leadership: Develop and implement long-term operational strategies aligned with the organization's overall business objectives.Team Management: Oversee and mentor a team of professionals responsible for various operational functions, including onboarding, training, quality assurance, process improvement, governance, compliance, and administration.Operational Excellence: Drive continuous improvement initiatives to optimize operational efficiency, reduce costs, and… Show more Strategic Leadership: Develop and implement long-term operational strategies aligned with the organization's overall business objectives.Team Management: Oversee and mentor a team of professionals responsible for various operational functions, including onboarding, training, quality assurance, process improvement, governance, compliance, and administration.Operational Excellence: Drive continuous improvement initiatives to optimize operational efficiency, reduce costs, and enhance customer satisfaction.Risk Management: Identify, assess, and mitigate operational risks to ensure compliance with regulatory requirements and protect the organization's assets.Service Delivery: Ensure the effective delivery of operational services, including onboarding, training, and support functions, to meet customer needs and expectations.Process Improvement: Lead projects to streamline and automate operational processes, identify opportunities for cost reduction, and enhance productivity.Governance and Compliance: Ensure adherence to regulatory standards, internal policies, and industry best practices.Innovation: Foster a culture of innovation and explore new technologies to improve operational efficiency and customer experience. Show less

Leading Digital Transformation and Customer Experience for the Mass SegmentLeading a high-performing team at HBL Mass segment and CX, focused on process improvement and digitization initiatives for the Mass segment in Retail Banking. We champion customer experience (CX) excellence across the enterprise.Current Projects:Digital Channel Enhancement: Leading a strategic project to improve digital channels and divert traffic from branches and the Contact Center to more… Show more Leading Digital Transformation and Customer Experience for the Mass SegmentLeading a high-performing team at HBL Mass segment and CX, focused on process improvement and digitization initiatives for the Mass segment in Retail Banking. We champion customer experience (CX) excellence across the enterprise.Current Projects:Digital Channel Enhancement: Leading a strategic project to improve digital channels and divert traffic from branches and the Contact Center to more cost-effective self-service options.Redefining WhatsApp Banking Journey: Spearheading the redesign of the WhatsApp banking experience based on in-depth customer feedback collected across various touchpoints. This initiative aims to deliver a seamless and user-centric journey.Relaunching Digital Onboarding (Mass Segment): Leading the relaunch of the digital onboarding process specifically for the mass segment, aiming to streamline the experience and increase customer acquisition through digital channels.Enterprise-wide Client Experience Initiatives: Actively involved in shaping and implementing CX initiatives across the Bank to enhance customer satisfaction and loyalty. Show less

Driving Digital Transformation and Customer Experience ExcellenceI led process improvement initiatives across the Digital Customer Experience (DCE) department and enterprise-wide, focusing on both technology and non-tech aspects. I championed a user-centric design approach, delivering significant improvements in customer satisfaction and operational efficiency.Key Achievements:Transformed Bank Self-Service IVR: Increased self-service utilization rate from 2% to 54% in… Show more Driving Digital Transformation and Customer Experience ExcellenceI led process improvement initiatives across the Digital Customer Experience (DCE) department and enterprise-wide, focusing on both technology and non-tech aspects. I championed a user-centric design approach, delivering significant improvements in customer satisfaction and operational efficiency.Key Achievements:Transformed Bank Self-Service IVR: Increased self-service utilization rate from 2% to 54% in two years by revamping the IVR system with a focus on intuitive user experience.Enhanced Contact Center CRM: Reduced average handling time for agents through a strategic CRM enhancement project, streamlining workflows and improving access to customer information.Industry-First Dormancy Removal Process: Pioneered an automated dormancy removal process across digital channels, IVR, and the Contact Center, significantly improving turnaround times within the banking industry. Show less

Conducts the evaluation and re-engineering of current business processes, designs cost effective strategies to increase the efficiency of the department's processes through changes in policies, procedures, organisation structure and the application of enabling technology.

Responsible for working with end users, IT staff and cross- functional teams to improve business operational processes, Also accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the Contact Center. Duties: • Identifying areas for business improvement.• Developing maps and flowcharts of current and future business processes.• Collating business requirements, and then translating these into… Show more Responsible for working with end users, IT staff and cross- functional teams to improve business operational processes, Also accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the Contact Center. Duties: • Identifying areas for business improvement.• Developing maps and flowcharts of current and future business processes.• Collating business requirements, and then translating these into functional specifications and detailed test plans.• Participating in meetings, workshops, and technical meetings.• Establishing and maintaining communication channels with senior managers, key team members and stakeholders.• Write up and maintain complete and accurate business process documentation.• Conducting research into project-related issues and products.• Document business requirements and also define its scope and objectives.• Developing project plans and ensuring plan adherence. Show less

• I was responsible for effective and fast Recruitment processes.• Execute prescreening and phone/face to face interviews for Phone Banking Jobs. • Conducted orientation sessions and on-the-job training for new hires. • Developed and organized training manuals, multimedia visual aids, and other educational materials. • Conducted ongoing technical training and personal Development Sessions for Contact Center Staff.

ƒ Obtained Corporate Accounts for the Company. ƒ Scheduled Meetings with existing clients to have a cup of tea and encourage Business. ƒ Meetings with potential Corporate then prepare a Quotation upon their request. ƒ I was also doing Sales Presentations, Reports, Budget reviews, and Sales meeting minutes.