Faisal Khan

Looking at personal loan business

• Performance Tracking of Executive as per KPI and ensuring process
• Lead and conduct Daily, weekly, monthly and quarterly monthly business reviews with higher management
• Keeping strong tab on key metrics of program to gauge key performance indicators and understand reasons for achieving or missing target
• Working on MIS and Reports
• Data Churning Logics
• Hygiene & compliance audits will be done for process related cases
• Process audits will be doing on regular basis & same will be cascaded to quality team & internally to improve the process as well as Operators skills

To Co-ordinate with field team on the Appointment generated and to ensure timely visit is done and lead is converted into sales

• To flash appointment generated v/s converted report to management and to highlight areas of improvement for better conversion
• To delegate task to Team Leaders and to ensure task is completed within stipulated timeline.
• Recognized and rewarded performance to motivate continued success
• Led regional sales meetings to discuss progress, evaluate strategies, set goals collectively, increasing motivation levels significantly

• Responsible for Operation Service Delivery and Team management
• Was handling Personal Loan and home loan department
• Performance Tracking of Executive as per the KPI and ensuring the process
• Lead and conduct weekly, monthly and quarterly monthly business reviews with higher management
• Keeping a strong tab on the key metrics of the program to gauge the key performance indicators and understand the reasons for achieving or missing the target
• Working on MIS and Reports
• Hygiene & compliance audits will be done for process related cases
• Process audits will be doing on regular basis & same will be cascaded to quality team & internally to improve the process as well as Operators skills
• To Co-ordinate with the field team on the Appointment generated and to ensure timely visit is done the and lead is converted into sales
• To flash the appointment generated v/s converted report to the management and to highlight the areas of improvement for better conversion
• To delegate the task to Team Leaders and to ensure the task is completed within the stipulated time line.

• Responsible for Operation Service Delivery and Team management
• Performance Tracking of the Executive as per the KPI and ensuring the process
• Lead and conduct weekly, monthly and quarterly monthly business reviews with higher management
• Keeping a strong tab on the key metrics of the program to gauge the key performance indicators and understand the reasons for achieving or missing the targets
• Identify Process related gaps and re-engineer processes when required through Kaizen
• Working on MIS and Reports
• Coordinate with operators and sharing feedback on kept % generation % on real-time basis
• Hygiene & compliance audits will be done for process related cases
• Process audits will be doing on regular basis & same will be cascaded to quality team & internally to improve the process as well as Operators skills
• I do make weekly roaster for the entire collection process and also I give daily target for all process as per historical trend
• I do make a report of unwanted PTP generation reports Zone wise, process wise, TL wise and Operators wise to in hand kept % of all Process
• To Co-ordinate with the field team on the CPU generated and to ensure timely pickup is done
• To flash the CPU report on a daily basis along with the conversion.

• Handling sales inbound and outbound team simultaneously
• Responsible for Operation Service Delivery and Team management
• Performance Tracking of the Executive as per the KPI and ensuring the process
• Lead and conduct weekly, monthly and quarterly monthly business reviews with both internal and external clients
• Identify Process related gaps and re-engineer processes when required through Kaizen
• Working on MIS and Reports
• Cascading the quality scores and feedback to the executives on a daily basis
• Hygiene & compliance audits will be done for process related cases
• Process audits will be doing on regular basis & same will be cascaded to clients & internally to improve the process as well as agents’ skills.

• Motivating a team of call center inbound officers towards excellence in terms of quality and productivity
• Responsible for meeting SLA’s& Quality Targets for the Team on a monthly basis
• Responsible for Forecasting, Staffing and Scheduling
• Responsible for identifying process improvements and implementing the same
• Responsible for providing excellent service delivery by Training and Monitoring
• Responsible for tracking the Officers follow up with Customers and close loop Customer Issues
• Interacting with Customers through mails and calls and providing resolution for their queries and complaints
• Giving basic training to new joiners in the team
• Handling 3rd level Escalation
• Handling escalations from the customers and resolving the complaints raised by them
• Tracking abandoned calls and cascading to the team to ensure call backs are done.