Summary
Overview
Work history
Education
Skills
Timeline
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Nasib Khan

Nasib Khan

Jaipur,India

Summary

Dynamic professional with expertise in business development, sales and marketing, and call centre operations. Demonstrates proficiency in P&L management, customer service, and key account management. Skilled in category management, new product launch, and competition benchmarking. Proven track record in team management and channel sales & distribution. Committed to driving growth through strategic initiatives and innovative solutions.

Overview

15
15
years of professional experience

Work history

Senior Contact Centre Manager

Kotak Mahindra Bank Ltd
Mumbai, Maharashtra
09.2024 - Current
  • Working with Kotak Mahindra Bank as Senior Contact Center Manager for both In-house & Outsourced Center.
  • Managing In-house Outbound call centre with more than 200+ employees & 400+ employees at outsourced partner.
  • Responsible for generating revenue by doing cross sell of various products like Insurance, Personal Loan, Credit Card, Debit Card & Investments.
  • Driving business budget targets & developing and designing strategy for enhancing revenue by doing analytics management, database management and dialling strategies for better business output.
  • Managing data for various product using prediction model for Insurance renewal, Pre approved loans & Credit cards, Designing new review mechanism at every layer to understand business pulse & defining strategies accordingly.

Deputy General Manager – Operations(Bajaj Finserv)

Cogent E Services Ltd.
Bareilly , India
09.2022 - 09.2024
  • Worked as Deputy General Manager for Bajaj Finserv Ltd, under the Payroll of Cogent E Services Ltd., handling Lending Business of Bajaj Finserve, catering multiple LOB’s of Lending for Prime, Tier-1, Tier-2, Tier-3, Tier-4, Rural, Growth & Credit Card, End to End Business and Operations in-charge of entire Contact Centre for North & East Zone.
  • Managing multiple line of business for entire north region wherein doing 400cr. + monthly business with mixed product of Loans & EMI Card business.
  • Managing a team Span of more than 700+ Employee’s for Bareilly Center.
  • Proficiency in identifying new business prospects and driving competitive marketing approaches for augmenting sales by effective management of Retail Key accounts and Channels.
  • Involved in business decision-making mechanism by sharing constructive process improvement ideas and inputs.

Senior Manager – Operations (Axis Bank)

Cogent E Services Ltd.
09.2021 - 08.2022
  • Managing End to End Service for entire PBC, doing 100cr. + monthly upselling business with mixed product of AL, PL, HL, Card Upgrades, EMI Conversion, Limit Enhancement, Life Insurance and General Insurance.
  • Managing a team Span of more than 300+ FTE’s Comprising CC & Escalations Desk.
  • Responsible for customer satisfaction through NPS Survey.
  • Improved NPS from 38% in Apr’22 (Launching Phase) to 59% in Feb23 by doing Multiple ACPT’s & Analyzing customer responses.
  • Responsible for Successful implementation of performance improvement initiatives in the team for improved sales & service delivery, Queue Management.
  • Involved in business decision-making mechanism by sharing constructive process improvement ideas and inputs.
  • Responsible for managing entire escalation desk for both Internal & Social media escalations.
  • Responsible for new process implementation to reduce escalations for Social media/Legal Compliance escalations.

Branch Manager – Sikar (Rajasthan)

Magma Fincorp Ltd
03.2018 - 04.2021
  • Branch manager for Sikar branch Catering two districts Sikar & Churu, in-charge of Asset Based Finance Including Sales & Collection for 0 to 60 Bucket, Repossession of vehicles, Portfolio Management, Branch EBITDA, Technical Support to field team.
  • Managing End to End Business for Sikar branch, doing 4cr. + monthly business with mixed product of New & Used assets/vehicles.
  • Taking care of Entire channel management process from On Boarding to Delivery.
  • Managing quality portfolio of Rs. 50Cr + with 81% composition of 0 bucket & 5% RF of overall portfolio having more than 2000+ subscribers.
  • Managing Collection of Infinity Buckets (0 to 60).
  • Responsible for branch profitability & maintaining branch EBITDA in positive.
  • Handling Team of more than 100 peoples which includes 3 area managers & 2 CSM.
  • Technical TAB support, training & development of field team which includes direct & indirect.

Circle Head – UP East

NSB BPO Solutions
09.2016 - 03.2018
  • Circle head for Vodafone portfolio within UP East circle in-charge of end to end document management system, Prepaid & Postpaid activation, MPesa activation, Driving the P&L and top line growth for UP East.
  • Managing cost efficiency by doing maximum automation, enhancing client experience & trust building for business growth.
  • New location launch of Vodafone portfolio.
  • Responsible for EBITDA, P&L management.
  • Processing CAF volume of 8 Lacs on monthly basis.
  • End 2 End Document Management from pickup to warehousing.
  • Team Building & training them for next level.
  • Mystery audits at all the A2 locations through field team.
  • Manpower planning & cost optimization for maximum revenue.
  • Cost optimization with setting up new processes.

Call Centre Lead

Vodafone India LTD
01.2010 - 09.2014
  • Responsible for managing operations for Rajasthan Circle wherein I was taking care of in-house inbound channel.
  • Managing End to End Process analysis (E2PA) for entire centre.
  • Initiating defect reduction projects.
  • Taking care of all the available IVR's & USSD platforms.
  • Responsible for managing Service Level, Calls/sub, AHT & Call reduction projects along with the call volume forecast.
  • Delivered
  • Capability building for team management.
  • Analyzing latest marketing trends and tracking competitors’ activities to provide valuable inputs for fine tuning marketing strategies for postpaid subscriber & channel partners.
  • Manpower planning and training followed by internal audits on regular basis.

Education

Master of Business Administration -

Lucknow University
Lucknow, Uttar Pradesh
09/2015 - 11/2017

Skills

Business Development

Sales & Marketing

Call Centre Operations

P&L Management

Customer Service

Key Account Management

Category Management

New Product Launch

Competition Benchmarking

Team Management

Channel Sales & Distribution

Timeline

Senior Contact Centre Manager

Kotak Mahindra Bank Ltd
09.2024 - Current

Deputy General Manager – Operations(Bajaj Finserv)

Cogent E Services Ltd.
09.2022 - 09.2024

Senior Manager – Operations (Axis Bank)

Cogent E Services Ltd.
09.2021 - 08.2022

Branch Manager – Sikar (Rajasthan)

Magma Fincorp Ltd
03.2018 - 04.2021

Circle Head – UP East

NSB BPO Solutions
09.2016 - 03.2018

Call Centre Lead

Vodafone India LTD
01.2010 - 09.2014

Master of Business Administration -

Lucknow University
09/2015 - 11/2017

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