Imran Habiba
AVP - Digital Business Credit Card
Summary
Accomplished professional with 18+ years of experience in Customer Experience, Retail, Service Operations Management, Process Enhancement, Sales & Marketing, Training, Quality, and Team Management. Proven expertise in driving exceptional results and delivering outstanding customer service. Track record of implementing process improvements to enhance operational efficiency and increase profitability. Skilled in developing and executing strategic sales and marketing initiatives to drive revenue growth. Strong leader who excels in motivating teams to achieve goals and exceed expectations.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
AVP – Digital Contact Center (Credit Card)
AU Small Finance Bank Ltd.
04.2023 - Current
- Leading a team of 130 employees, responsible for driving business growth, improving customer experience, and enhancing digital sales performance
- Digital Sales Leadership: Lead and manage the Credit Card business through digital channels, including Ixigo, Google, Flipkart, Facebook, Paytm, and Cred, to drive revenue growth, optimize conversions, and enhance customer engagement
- Team Management: Oversee a high-performing team of 130 employees within the Credit Card vertical, ensuring alignment with strategic business goals and driving consistent performance across various operational functions
- Customer Experience & Business Growth: Own and continuously improve the customer journey, focusing on reducing escalations, addressing service gaps, and enhancing the overall customer experience to drive business growth
- Application Curation & Dead Stock Management: Take charge of driving 'curing sales' from pending Credit Card applications, successfully converting leads, and extracting business from previously stalled opportunities or 'dead stock.'
- Digital Platform Strategy: Direct sales and engagement initiatives on leading digital platforms, optimizing the drop-off journey to improve conversion rates and maximize customer acquisition
- Process Improvement & New Initiatives: Actively contribute to the launch and optimization of new processes from a customer-centric perspective, ensuring smooth integration and enhancing the overall digital onboarding experience
- Cross-Functional Collaboration: Work closely with cross-functional teams—including IT, marketing, and operations—to ensure that the customer journey is seamless, with a focus on achieving the 'first-time-right' goal for the bank
- Demand Support & Service Improvement: Lead the demand management process from a service standpoint by collaborating with business stakeholders to understand requirements and approve solution documentation
- Continuous Improvement: Implement continuous improvements to digital processes and onboarding strategies, with a focus on reducing friction, enhancing user experience, and ensuring long-term customer satisfaction
Virtual Relationship Banking Head
HDFC Bank
03.2019 - 04.2023
- Leading a team focused on revenue generation, customer satisfaction, and operational efficiency across multiple product portfolios
- Portfolio Management & Leadership: Manage over 15 key portfolios, leading a team of 15 members, including Managers, Deputy Managers, and Assistant Managers, to deliver high-impact results across diverse banking products
- Revenue Generation & Sales Target Achievement: Drive revenue generation by focusing on preferred bank customers, ensuring consistent achievement of sales targets across products such as Asset Loans, Consumer Durable Loans, Life Insurance, General Insurance, Super Premium Cards, and Investments
- Customer Experience & Service Excellence: Lead the charge in delivering exceptional service to portfolio customers, focusing on customer delight while simultaneously achieving business objectives and sales targets
- Data-Driven Strategy: Spearhead the data analysis process to maximize output from the outbound process, identifying trends and opportunities to optimize sales and operational performance
- Process Improvement & Efficiency: Continuously work on enhancing and streamlining processes to improve efficiency, focusing on increasing output and resource utilization while maintaining high-quality service delivery
- Budget Planning & Cost Optimization: Take responsibility for planning and managing the budget, ensuring that revenue generation goals are met while maintaining a sharp focus on cost optimization and operational effectiveness
- Sales Performance Monitoring: Accountable for achieving monthly sales and revenue targets, ensuring the team remains focused on high-value outcomes and customer retention
- Employee Development & Performance Management: Foster a culture of continuous professional development within the team, offering constructive feedback, motivational support, and personalized growth opportunities
- Team Morale & Motivation: Create a positive and high-energy team environment by encouraging collaboration, celebrating success, and building trust, enabling the team to deliver their best results
- Project Design & Employee Engagement: Design and lead projects that engage the team, boost efficiency, and foster innovation
- HDFC Bank is India's Largest Private sector Bank with over 5.5K Branches and 95K+ Employees
Contact Centre Operations Manager
Vodafone Idea Ltd.
09.2014 - 02.2019
- The Line of Business's I was responsible for: Prepaid, Postpaid, DataL2, Network L2, Dealer Help Line, Premium Care DCCC (Differentiated Care Contact Center)
- Driving Customer experience though Contact Centers.
- Key Projects done in this profile which helped the organization and me to learn: Setting up call center operations for Differentiated Care Contact Centre National Premium Call Centre also Mentor for other 6 Circles who went live post Rajasthan
- Rolling out Operations for Prepaid Call Centre on fast-track mode
- Setting up New Rural Call Centre Operations under Corporate Social Responsibility
- Migration of Dealer help line from Ahmedabad to Jaipur
- The team and I were responsible for ensuring we put the 'customer first' and be custodian of the customer
- Internal KPI's like, Revenue Generation, Cost efficiency, Service level, C-sat, Quality, Repeat Interaction, TNPS and Tagging accuracy targets are over achieved
- Partnering with the Service partner to achieve KPI
- Revenue Generation through Inbound pitching and online activation
- Out bound campaigns on up selling and to increase customer stickiness
- Customer Retention and Collection through various Retention and Relation and collection campaign at outbound
- Reduction in Cost to serve and Calls per subscriber
- Building efficiency in process and people at the SP and Internal locations
- Supporting cross functions on process correction and VOC
- Projects on – CPS reduction, Cost efficiency, Increase in FTR, Simplification on customer process etc
- Forecast accuracy, Consistency in handling volumes at Tele-verification and month end spikes
- Creating an environment where Ops, Training and quality together as a team perform
- Preparing annual budget and presenting to Management, later responsible to meet the budget's numbers and ensuring saving over budget.
Retail Manager
Vodafone Digilink Ltd.
07.2010 - 09.2014
- Heading Rajasthan's biggest Flagship Store (Vodafone Store Gaurav Towers – Jaipur) with year on year growth in sales, revenue & EBIT
- Heading a team of over 30 people
- Making strategies for next 3 months business growth
- Over all business development and maintaining growth month on month
- Ensuring immense growth in business & quality parameters
- Understanding and delivering company priorities
- Handling operations & hiring's associates for Retail
- Ensuring Compliance & Hygiene at stores
- Have worked as acting TOM (Team Operations Manager) for 6 months
- Ensuring Profitability for 7 Vodafone Stores of Jaipur
- Mentoring the new Joined Store Managers
Executive Prepaid Usage & Retention
Vodafone Digilink Ltd.
03.2008 - 07.2010
- Prepaid U & R activities
- Base segmentation for all prepaid promotions
- Segmented Campaigns for Customer promotions
- Revenue from New product launch impact on revenue incremental as we as existing
- Analyzing primary sale targets of E-top & paper vouchers for sales team
- Responsible to keep Bonus Card penetration increasing
- Responsible for preparing monthly national marketing review presentation & Data
- Making financials of new schemes & plans launch
- Promoting and generating new schemes for the sales team through various sales promotional activities (SMS & OBD's)
- Data Management in MS Access & MS SQL Server
Showroom Incharge cum Customer Service Executive
Bharti Hexacom Ltd.
11.2006 - 03.2008
- Company Overview: Brand Airtel
- Handling all the Sales Related works & targets at connect & Retail Counters
- Responsible for handling all the retention related works at connect
- Dealing with all the deactivations and maintaining the churn at connect
- Handling escalated issues and queries of the customers
- Updating product and schemes among the executives of connect
- Harmonizing and synchronizing the ARC activities with the company
- Brand Airtel
Education
B.A. -
Bikaner University
01.2004 - 01.2005
12Th - undefined
Board of Rajasthan
01.2001 - 01.2002
10Th - undefined
Board of Rajasthan
01.1999 - 01.2000
Skills
Customer relations
Crisis management
Operations management
Customer Excellence
Business development
Problem-solving
Effective leader
Accomplishments
Vodafone Circle Combat 2014: National Contest: For being one of the best Retail Managers out of 600 across India, Went to Malaysia to receive the award.
Vodafone Mega Star: 2017: For successful migration and consolidation of Contact Centre Operation.
Vodafone Mega Star: 2015: For completing 3 Major National rollouts of Call Centers sites.
Best Initiative of the year: 2013: for making 100% (22) Retail Stores profitable.
Best Store Manager Rajasthan for: 2013: For over achieving all the KPI's and handling the biggest retail & Flagship store of State.
Vodafone Hero – 2013: Over Achieving and exceeding on Targets and KPI's along with overall controlled performance on all the KPI's
Winner of Vodafone Retail Fund raising National Contest: Raised Maximum Fund for a good cause, contest was amongst 480 Vodafone Stores In India.
YTD Rank 1: For 2 Years YTD Rank one or amongst TOP 3 out of 22 Store Managers in Rajasthan.
Mentor of retail for 5S efficiency enhancement project.
StreeCo Member: member of Company Steer committee for yearly EBITDA planning's.
Roll outs : Led DCCC (Differentiated Contact Center) roll out, rolled out multiple Inbound, Outbound and hybrid contact centers.
TNPS : Led touch point net promoter score project for Rajasthan circle contact centers.
Repeat Project : Led Repeat contact project for touch points to reduce repeat interaction for same query/Request/Complaint to improve customer experience.
Areaofinterest
- Customer Experience
- Business Development
- Telecom
- Banking
- ISP
Totalworkexperience
18 Years
Personal Information
- Father's Name: Mr. Tufail Mohd.
- Date of Birth: 12/08/85
- Nationality: Indian
- Marital Status: Married
Timeline
AVP – Digital Contact Center (Credit Card)
AU Small Finance Bank Ltd.
04.2023 - Current
Virtual Relationship Banking Head
HDFC Bank
03.2019 - 04.2023
Contact Centre Operations Manager
Vodafone Idea Ltd.
09.2014 - 02.2019
Retail Manager
Vodafone Digilink Ltd.
07.2010 - 09.2014
Executive Prepaid Usage & Retention
Vodafone Digilink Ltd.
03.2008 - 07.2010
Showroom Incharge cum Customer Service Executive
Bharti Hexacom Ltd.
11.2006 - 03.2008
B.A. -
Bikaner University
01.2004 - 01.2005
12Th - undefined
Board of Rajasthan
01.2001 - 01.2002
10Th - undefined
Board of Rajasthan
01.1999 - 01.2000
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