Experienced banking professional and leader with a strong background in contact center operations and problem solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Proven track record of providing exceptional customer service and facilitating banking transactions efficiently.
Overview
16
16
years of professional experience
Work History
Senior Operations Manager
Standard Chartered Global Business Services
04.2023 - Current
Strategic Leadership: Providing strategic direction and leadership to the operations team, aligning activities with the bank's objectives and regulatory requirements
Process Optimization: Developing and implementing strategies to optimize banking processes, improve efficiency and enhance customer experience
Compliance Management: Ensuring compliance with banking regulations, policies, procedures and implementing measures to mitigate operations risks
Performance Monitoring: Monitoring key performance indicators and operational metrics to assess performance, identify trends and drive continuous improvement
Team Management: Managing and developing a team of operations team leaders and specialists, providing, coaching, training and support to foster professional growth and ensure high performance
Budget Management: Developing and managing operational budgets, allocating resources effectively, and monitoring financial performance to ensure cost-effectiveness
Stakeholder Communications: Collaborating with internal stakeholders such as risk management, compliance, and IT departments, as well as external stakeholders including regulators and auditors, to ensure alignment and transparency
Operations Manager
Standard Chartered Global Business Services
04.2022 - 03.2023
Leading and managing a team of social media care agents, ensuring timely and effective responses to customer inquiries and issues across social media platforms (Twitter(X), Facebook, Instagram, LinkedIn & App Stores)
Monitoring social media channels for customer feedback, mentions, inquiries and proactively engaging with customers to resolve issues and maintain positive brand perception
Reporting on key performance indicators, metrics and insights related to social media care operations to senior management, and making recommendations for continuous improvement
Developing and maintaining social media care policies, procedures and best practices to ensure consistency and compliance with company
Providing coaching, training and support to social media care agents to ensure they have the skills and knowledge needed to deliver exceptional service
Associate Manager - Operations & Service Quality
Standard Chartered Global Business Services
04.2019 - 03.2022
Supporting the social media care manager in overseeing the day to day operations of the social media care team
Monitoring social media channels for customer inquiries, feedback and ensuring timely and appropriate responses from the team
Providing guidance, coaching and support to social media care agents to help them effectively address customer issues and maintain brand integrity
Assisting in the selection, training and onboarding of new social media care team members, and contributing to their ongoing professional development
Supporting the social media care manager in reporting on key performance indicators, metrics and insights related to social media care operations and contributing to strategic planning and decision making processes
Operations Team Leader
Standard Chartered Global Business Services
04.2017 - 03.2019
Supervising a team of contact center officers, ensuring adherence to banking regulations and customer service standards
Developing and implementing strategies to optimize contact center performance, such as improving call handling times and customer satisfaction scores
Providing coaching, training and support to team members to enhance their skills and meet performance targets
Monitoring and analyzing key performance indicators (KPIs) to identify areas of improvement and implementing action plans accordingly
Handling escalated customer inquiries and complaints, resolving issues promptly and effectively
Ensuring compliance with banking regulations, data security standards and company policies
Operations Team Leader
Concentrix Pvt Ltd
11.2013 - 03.2017
Leading a team of 30+ employees managing Inbound, Outbound and Sales Operations
Identifying/Hiring/Training/Motivating the team & ensuring that required quality of manpower is in place to drive the business deliverables
Instantaneous qualitative feedback to drive performances, culture & knowledge
Developed strong relationships with cross-functional teams to improve communication and collaboration.
Produced detailed reports outlining performance against benchmarks..
Responding to customer inquiries, troubleshooting technical issues and providing assistance with telecom products and services via chat platforms
Investigating and resolving customer complaints, ensuring timely resolutions of issues to enhance customer satisfaction and retention
Staying updated on the latest telecom products, services and promotions to provide accurate information and recommendations to customers
Maintaining detailed records of customer interactions, documenting inquiries, resolutions and feedback for analysis and reporting purposes
Senior Associate
Tata Consultancy Services
10.2008 - 02.2013
Coached and trained teams of analysts managing accounts and databases across the world in addition to being acting Team Leader for Albania, Bosnia & Fyrom countries
Partnered with market research firm Nielsen to provide services, communicating with staff both locally and internationally through emails & calls
Created analytical reports and presentations and presented finding to clients during analytical consultations
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