Cricket
Tauqeer Khan
Unit Manager
Bangalore
Summary
Result-oriented professional offering 11 years of experience in Sales, Service Delivery; Operations; targeting assignments in Business Development & Product Management with an organization of repute in the Banking industry.
Preferably in Pan India
Overview
12
12
years of professional experience
9
9
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Unit Manager
Axis Bank Pvt.Ltd
03.2023 - Current
- Responsible for managing team of 40 virtual acquisition managers (VAMs) PAN India for the Credit Card | CASA - Unit for processing of KYC requests through video call adhering to know your customer and Anti money laundering standards as per regulatory guidelines.
- Responsible for managing, training and motivating staff.
- Ensure adherence to operations process aimed at zero defect transaction processing and meeting the audit & compliance guidelines.
- Identification of frauds and reporting.
- Regulatory Compliance & Monitoring.
- Concurrent Audit.
- Training and Quality
- Monitor and supervise the Inbound and Outbound calls of the VAMs and improve the daily business conversation through the online.
- Welcome calling for reference, cross sell and MDAB growth.
- Achieving daily productivity for | Credit Card | CASA -Unit and cross sell of the other products of GI/LI/PL/HL
- Preparing weekly and monthly business reviews and presenting the same to the Regional Head, National Head, and stakeholders.
- Roster management
- Customer acquisition strategy
- Sales and target achievement
- Process Improvement
- Performance tracking and reporting.
Team Manager
HDFC Bank Pvt. Ltd.
01.2022 - 03.2023
- Was associated with HDFC Bank Pvt Ltd.
- As Team Manager-Team Lead and Supervising a team of 20 members and managing Credit Card, Liability Products, Consumer Durable Loan, Asset products and HNI customers.
- Managed the book size of 365 crores with a team size of 20 Virtual Relationship Managers, leads by training and coaching them to achieve their KRAs by engaging HDFC Bank prime
segment customers and ensuring bank’s compliance policy. - Managing team in order to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions etc are met and the prime customers are serviced properly.
- Managing the team in order to ensure proper engagement with customers with focus to increase the digital penetration and all product penetration to achieve the objective of income/revenue generation.
- Driving the team for building effective relationship management with customers and guiding the team for revenue/income generation.
- Performance tracking and review with the Virtual Relationship Manager.
- Monitor the performance of all the portfolios under management so as to meet the income targets set month on month.
- Every portfolio to have the required set of groups as per benchmark so as to build relationship with the customers. Make the family members part of the program by addition of
groups. - Ensure that every Personal Banker is meeting the defined parameters of the portfolio.
- Build on the liability balances.
- Program by addition of groups; Maintain and track the no of eligible groups in the portfolio.
- By engaging with the customers with cross sell and convenience products.
- Enhancement of digital penetration in the portfolios under management with proper NB/MB activation.
- Improve the stickiness of the customer by making the customers use bill pay facility of the bank.
- Penetrate into other digital products like Bill Pay, Smart-pay/ net-banking/mobile-banking.
- Contactibility -Ensure the VRM calls the customers as per the calling plan and reaches out to all the customers at least once in a 4 months.
- Daily triggers triggered are contacted timely by the VRMs and business opportunities created.
- Profilers-Review that the VRM updates the information which is sought with the customers during the conversation made .
- Analyzing the RM for their problem areas like query handling, objection handling, product features, pitching etc.
- Barging of calls made by RMs daily followed by giving feedback and review and check if the feedback has been implemented and there is improvement.
- Establishing end to end of Consumer Durable Loan Desk
- Facilitating seamless resolutions to all the queries/escalation to ensuring best in Class Customer Experience by the team
- Preparing monthly business reviews and presenting the same to Unit Head.
- Ensuring confidentiality and security of all customer information
- Providing high-quality framework for the project and service delivery and continuous improvement in the quality for Imperia and Consumer Durable services
- Leading the recruitment, staffing and performance appraisals for the entire project
- Operations process aimed at zero defect transaction process & meeting the audit & compliance guidelines
- Motivating the team, developing and mentoring team members to facilitate consistent performance with nil hiring gap
- Assisting in regular appraisals and performance management of staff members.
- Managing: All transaction processes and delivery of services; providing services to existing customers and improving all aspects of customer relationships
- Overall operations, CASA, credit as well as monitoring risk and mitigating risks at various parameters Portfolios of HNI customers and training agents/Phone bankers on getting revenue to Bank.
- Customer escalations and complaints for the entire project.
- Guiding, mentoring & monitoring the performance of team members for ensuring efficiency in process operations and meeting of individual & group targets
- Mapping business requirements and developing & implementing processes in line with guidelines; ensuring to remove less logical procedures in processes; identifying improvement areas and implementing adequate measures to maximize operational efficiency.
Team Leader
Teleperformance
01.2018 - 01.2022
- Managing 15 Digital RMs, delivery of team sales, service level components, quality and productivity targets.
- Responsible for bringing in new customers and boosting the company’s profits.
- Cold Calling, generate business, cross sell and monitor cross sales of staffs.
- Perform sells for all banking products such as CASA, RTD, life insurance, general insurance, personal loan, auto loan, home loan, credit card, forex, mutual fund and demat account.
- Providing service to existing clients, helping them to understand their portfolio and for increasing their investment accordingly.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Contribute for the initial hiring and selecting process of the front line and control attrition.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Phone Banking Officer
ADFC
04.2014 - 05.2016
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Perform sells for all banking products such as CASA, RTD, life insurance, general insurance, forex, mutual fund and demat account.
- Driving resolution at a differential turn-around-time. Pro-active and rigorous follow-up with departments for effective issue resolution. Identify ways to improving current processes to
enhance customer experience.
Outbound Sales Representative
Concentrix Technologies India Pvt Ltd.
06.2012 - 04.2014
- Perform sells for all banking products such as CASA, CREDIT CARD, PERSONAL LOAN.
- Focus products- sourcing of account, incremental deepening and funding, as well as focus on cross sell of liability and asset products.
- Product/service knowledge; expertise in articulating product/service information to clients.
- Maintain customer/potential customer data bases.
- Strong client service orientation.
- Cold Calling, generate business, cross sell.
- Complete records of telephonic interactions, orders and accounts.
- Take the customer through the sales process.
Education
Bachelor of Science - Information Technology
Kuvempu University
Shimoga, India 04.2001 - 04.2010
12th - Intermediate of Science
P.K.Roy Memorial College
Ranchi05.2007
10th -
Millat High School
Dhanbad, India05.2005
Skills
Banking Operations
Customer & Network Expansion
Business Process Transformation
MIS Reporting & Documentation
Internal Audit & Statutory Compliance
Customer Relationship Management
Escalation Management
Risk & Mitigation Control
Quality Service Delivery
WorkApp- Video KYC Tools
Genesys
Branch Analytics
B2C Sales
Microsoft Office (Excel, Word, PowerPoint, Outlook, Database)
Flexcube
CRM
Debitscore
CSP
DMS
Fin1
CBCI
Finacle
Data Base Management System
DLMS
Change Agent
Collaborator
Communicator
Innovator
Planner
Thinker
Certification
IRDA
Awardsrecognitions
- Ace Performer for the Month of Dec, 2019 for CASA.
- Ace Performer for the Month of Nov, 2019 for Highest sales on GI.
- Best Striker for the month July, 2017 in Axis Remote banking.
- Awarded with Outstanding performance for "Quantum Leap"(CASA NTB Acquisition, True Rate, MDAB Growth)- Axis Remote Banking.
- Digital Centre Olympics certificate of Excellence for outstanding performance in Jan-Feb-Mar, 2018.
- Awarded with outstanding performance and contribution for Life Insurance business in 2021-22 associated with TPP partners Max life Insurance.
- Unsung Heroes Award for the month of Sept, 2013.
Locations
#288/1 KRKS SRI LAKSHMI VENKATESHWAR NILAYA, NEAR SHARDHA SCHOOL, KADUGDI, BANGALORE-560067
Personal Information
Date of Birth: 01/15/91
Interests
Cooking
Music
Timeline
Unit Manager
Axis Bank Pvt.Ltd
03.2023 - Current
Team Manager
HDFC Bank Pvt. Ltd.
01.2022 - 03.2023
Team Leader
Teleperformance
01.2018 - 01.2022
Phone Banking Officer
ADFC
04.2014 - 05.2016
Outbound Sales Representative
Concentrix Technologies India Pvt Ltd.
06.2012 - 04.2014
Bachelor of Science - Information Technology
Kuvempu University
04.2001 - 04.2010
12th - Intermediate of Science
P.K.Roy Memorial College
10th -
Millat High School