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概要
An enthusiastic, results-driven & passionate professional with a successful track record of assignments in domains of content development for digital platforms to improve customer experience / consumer awareness / brand image, consumer protection & fair treatment of customers, complaint management and customer services, quality assurance & telesales, sales & product management and employee learning & development through trainings & workshops.
工作经历
Manager – Fair Treatment of Customers & Ethics
Supervision of the project of Fair Treatment of Customers (FTC) by preparing management & board of directors approved Consumer Protection Framework (CPF) policy / procedure
Analyze, develop and submit evidence based Conduct Assessment Framework (CAF) profile of the bank annually to State Bank of Pakistan
Development of BOD approved Financial Literacy Program (FLP) of JS Bank from scratch on paper and for the official website of JS Bank
Development of audience apt training content for classroom sessions / e-learning modules and conduct in-house sessions on various themes
Review job descriptions (JDs) and assist L&OD to train the employees with respect to their Key Performance Indicators (KPIs) through cost effective methodologies such as Train the Trainers etc.
Supervision of Regional Service Team and Quality Assurance Team on projects such as mystery shopping and customer satisfaction surveys
Review of Service Level Agreements (SLAs) and complaint trends for improved CAF score, processes and service standards of the bank
Liaison with marketing head & team to research, plan and execute content strategy & development for various mediums
Development of audience apt bilingual content on various financial & banking themes for digital forums
Revision of the Risk Control Self-Assessment process in coordination with Risk Management as the Risk Coordinator for Service & Quality Dept.
Appointed Ethics Officer for Responsible Banking Conduct of the bank
Assistant Manager- Customer Care Unit (CCU)
Developed Complaint Handling Policy and Process (SOP) which was duly approved by the Board of Directors
Executed User Acceptance Testing (UAT) for implementation of in-house Complaint Management System (CMS)
Trained pan-Pakistan service staff through in-house sessions on various customer services and systems related topics & on soft skills
Established Key Risk Indicators (KRIs) & Key Performance Indicators (KPIs) to monitor the my unit
Developed bilingual content on customer complaints & feedback mechanism for various digital and non-digital forums.
Conducted quality assurance of complaint resolution through telephonic customer satisfaction survey
Managed bank-wide telephonic mystery shopping exercise
Conducted surprise branch visits to examine Key Service Indicators (KSIs)
Managed CCU audits / compliance reviews & State Bank inspections
Customer Relationship Officer
Supervised branchs Q -Management system and maintain results at 95
Identified customers needs through service for business opportunities
Supervised branch floor and managed customer complaints & feedback
Documented customers’ needs, account forms and updated their profiles
Personal Banking Consultant (Credit Card) – Telesales Unit
Made targeted number of calls in a day to look for business opportunities
Performed profile analysis to assess potential credit card customers
Identified customer needs through effective probing on sales calls
Visited customers for successful closing of lead
Guided fellow colleagues on effective sales-pitch
