Head Digital Banking & Transformation

• Jun 2022 - Present

Vice President, Head of Project Management Office

• Dec 2021 - May 2022

Vice President, Head of Internet Banking (Citytouch), Digital Financial Service

• Jul 2015 - Dec 2021

Major Contributions & Achievements: • Launched the first ever nano-loan project jointly with bKash & disbursed loan of BDT 10000 among 50000 bKash clients for 3 months with 9% interest rate. • Maintained strong working relationship with Bangladesh Bank & handled all the regulatory issues during nano-loan project & accumulated all necessary documents on behalf of the bank. • Secured Transaction growth by 73%, Volume growth by 117% & Revenue growth by 219% in 2021 compared to 2020 by supervising a team of 14 people. • Led the service integration project with Nagad & bKash which ensure better customer experience. • Distributing task in the teams & performance appraisal & Serving 537 clients per day personally. • Digitalized most of the banking services like DPS, FDR, Fund Transfer, Account Opening & loan process• Integrated service with 1200+ Shopping portals & digitalized payment of different school, college & universities, domestic plane, insurance, utilities, visa payment through city touch • Serving Total 3 lac+ user, 25000+ transaction per day & Secured 103% DPS growth compared to 2020 • Automated Loan application against FDR through citytough & secured 17% growth compared to 2020. • Project Management (Core Banking System Software, Finacle version 7 to version 10) in 2020 • Led the Core Banking Migration & Digital system project from Finacle 7 to Finacle 10. • Introduced WhatsApp Banking & created 65000 users & maintained operational excellence. • Led the Digital on-boarding project with (Ekhoni app/eKYC) & Launched Inter operable QR solution. • Supervised the sourcing, purchase & procurement of RCDM (Real Time Cash Deposit Machine) (Completed Installation of 12 Unit machines & working for procurement of another 19 Unit Machine) • Reduced lead time of customer service through installation of Smart IVR (Interactive Voice Response) • Monitored the installation, commissioning of 6 Units of STM (Smart Teller Machine) as project work. Show less

Head of Call Center

• Jul 2012 - Jul 2015

Major Contributions: • Developed & report relevant performance metrics for management using a relevant dashboard which includes scheduling, adherence, call volume reporting & forecasting strategic development, complaint management and execution to ensure smooth operation by supervising a team of 180 people. • Made process manual & business system for efficient service delivery to customers & stakeholders. • Ensure that all customers’ complaints are well captured, analyzed, escalated, and resolved on time. • Establish and set up City Bank Call Center that includes, IVR design, recruitment, premise Branding etc. • Led the operation of City Wallet (SMS Banking) and i-Banking operation and meet the yearly target. • Restructured the Operation Management of the call center as a Core member of the i-Banking Team. • Improved the performance of Contact Center by analyzing various reports i.e., various work-codes, CCE call attributes, call duration, CLI-based report, etc. Show less

Head of Contact Center

• Nov 2011 - Jun 2012

• Ensure 2nd level escalation with appropriate resolution within SLA to ensure customer satisfaction.• Collaborate with Contact Center operations, training, and executive leadership in order to set goals, implement initiatives, and drive accountability to goals.• Develop, monitor, and manage agent feedback loop to ensure quick updates for agent questions and quickly identify any needs for change in strategy.• Organized CSO night at EBL & shared the vision of the company which motivated the whole team. • Optimize call volume by reviewing FCR Analysis, MSC Hit Reasoning and IVR Utilization.• Worked as a Member of SMS banking core team & recognized as EBL top tier trainer by HR.• Developed process manual for Contact Center Executives career development. Show less

Head of Service Quality

• Apr 2011 - Nov 2011

• Improved Customer Operations procedures, technology, and ensure excellence in customer service experience after proper research & data analysis. • Improved the Branch Customer Service Standard that increased the customer satisfaction index. • Conducted Mystery Shoppers Survey in all EBL Branches across the country and covered 97% of total CSO and RO with detailed performance reports and presented to management.• Organized CSO night and Service Excellence award to reward and recognize the top performers. • Nominated as representative of EBL to CIPC of Bangladesh Bank. Show less

Careline Operation Manager and Quality Assurance Manager

• Dec 2010 - Mar 2011

• Developing targeted campaigns and training in partnership with the Customer Service Center to increase churn awareness amongst the agents by supervising a team of 4 people. • Cross-functional management with analytics, the offers and promotions team, and Customer Service Center to develop and execute tactics driven by Frontline and Loyalty agents. • Work closely with the contact center quality assurance department to ensure agents are correctly following the rules and procedures of the released training materials. Show less

Customer Operations Quality Assurance Assistant Manager

• Jan 2010 - Nov 2010

• Monitor CSR performance by analyzing relevant data & individual and divisional KPI & other statistical reports against defined parameters to highlight operation trends.• Conduct CSAT on a weekly basis to improve service standard & Review ERM activity thru “ERM Zero Visit Analysis”, “360 Company Profile Analysis”, “NO CDR>90 days”, etc.• Monitor corporate revenue/ collection trend to identify penetration scope by analyzing “Zero Usage”, “Unnecessary Charge” at individual ERM levels and highlight accordingly Show less

Customer Operations Quality Assurance Senior Executive

• Mar 2008 - Dec 2009

• Build and manage a metrics and reporting dashboard to review Customer Satisfaction (CSAT) reports, highlight improvement need areas, recommend & ensure quality service • Optimize Customer Care processes by re-engineering and monitor defined SLA • Improved operation by Analyzing Audit reports of both inbound & outbound calls to maintain quality.• Evaluate Product/ Service/ System knowledge among the CSRs to enrich customer service experience. • Developed ERD and Processes for online KPI system & Monitor agreed on Customer TAT (Turnaround time) at all customer touchpoints across the nation and highlight inconsistency.• Voucher Management Process development for easy recharge• Improved the reporting system & established better internal control. • Authentic process implemented for reward and recognition program Show less

Executive (Grade 18), Customer Care Operation

• May 2006 - Feb 2008

• Coordinate Contact Center and Customer Care Centers with other Divisions for functional and operational aspects. (i.e., Marketing, IT, Technical, Finance, and HR).• Supervise & Manage activity of Care Centers, maintaining agreed SLAs and Service Quality Standards.• Develop Training Modules, conduct sessions & assessment which Includes newly joined employees’ orientation, behavioral and functional training, conducting session all over Bangladesh in 20 Customer care centers and Aktel TouchPoints) • Central Coordinator for CRM (Crystal Report Management). • Responsible for Weekly and Monthly Management reports of the Division.• Develop Survey modules, conduct, compile, and report generation.• Received CEO’s Best Employee Award from Customer Care, 2006.• Administrator - Complaint Management Unit, Customer Care Show less

Executive (Grade 17), Customer Care

• Sep 2005 - Apr 2006

• Handle customer query, activation & provide service to font desk customers.• Monitor & track overall branch inventory & stock. • Prepare monthly branch report & provide development feedback to concern division.

Officer Cadet (41 Long Course/ 98 Alpha Batch)

• Jan 1998 - Jul 1999

• Completed the course as per curriculum. • Completed the course as per curriculum.