Dubai, United Arab Emirates
With over 15 years of professional experience, I have been instrumental in leading initiatives in customer acquisition strategies and long-term customer relationship management as a Senior Manager - Product - Card Acquisition at Emirates NBD. My expertise lies in planning and executing acquisition campaigns, identifying profitable customer segments, and collaborating with teams to enhance digital sourcing channels. At Emirates NBD, I prioritize driving business growth while maintaining a competitive market position through innovative acquisition strategies and performance monitoring. My Six Sigma certification and dedicated focus on customer-centric approaches enable me to create impactful solutions, ensuring organizational success and fostering sustainable growth.
Key Responsibilities: • Planning and budgeting annual acquisition targets that supports annual business revenue growth • Review the markets to identify profitable targeted customer segments to grow Emirates NBD market share • Own and run cards acquisition campaigns throughout the year to support ENBD competitive positioning in the market • Cards Acquisition campaigns performance monitoring (lead generation and conversion ratios) • Competitive policy programs development in partnership with credit division catering for targeted segments • Devise digital acquisition campaigns to grow digital sourcing channel in partnership with Marketing teams • Establish and develop alternate acquisition channel programs with key PBG partnerships • Partner with all channels (branches, telesales, direct sales, and co brand partnership, digital) to drive acquisition volumes to achieve desired portfolio growth targets • Cards acquisitions and customer on boarding process enhancements to achieve best in class turnaround time and customer experience • Acquisition incentive scheme development and ongoing review to achieve optimum CPA and support the highest productivity levels • Leverage existing co-brand partners to accelerate growth through their customer base and channels • Drive cards business proposition for Employee Banking with enhanced policies and promotions for acquisition from top tier companies • Develop Training modules and digital presenters promoting key products USP for sales and distribution teams. • Work closely with marketing and products teams to ensure required product collateral and application forms are updated and available across channels • Monitor Acquisition trends, Sales MIS and reports and ensure business is on targets • Work together with cross functional teams including Sales , Sales Support, Credit and external parties including partners and companies to deliver the Cards Acquisition targets
Training Specialist. - Collaborates with a variety of internal and external stakeholders for ENBD and Mashreq training consultant organizations, etc.) for the purpose of serving as a liaison and resource in identifying employee training needs for sales force. - Conducts a variety of employee training (e.g. new employee orientations, Retail Banking Products, Banking Operations Training, Sales and leadership. - Prepares new sales representatives by conducting orientation to sales process; developing individual coaching plans; providing resources and assistance,scheduling orientation drive-alongs with senior representatives. - Determines training needs by traveling with sales representatives; observing sales encounters; studying sales results reports; conferring with sales managers. - Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources. - Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions. - Supports training financial objectives by recommending budget items,controlling costs. -Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. - Accomplishes sales training and organization mission by completing related results as needed.
Handling Dashboard calls and any interactions with business unit in terms of volumes inflow. Was subject matter expert, QA and trainer. Monitoring calls and giving constructive and effective feedback. Constantly tracking associates who are bottom performers and worked together on the areas of Improvement by providing constructive feedbacks on regular intervals. To conduct Training batches on different training programs i.e. process training, applications, floor updates, Quality compliance, Quality parameters Refresher & Re-trainings. To track associates performance after training to ensure effectiveness of training. Conducting monthly process test (online or written). To Represented the process / centre on the client calls (both in terms of quality and production) Inter departmental coordination and communication. To closely work with Team Leads and get their input/feedback as to where are the shortcomings in the process and the individual. To provide inputs to operations team management on individual capability for better team capability management . Proactively suggested ways to improve the performance of team by preparing check list, training manual ,updates tracker, rigorous refresh on updates etc to exceed customer satisfaction. To be update on all process related information for training and coaching purpose
Responsible for making out bounds calls to US customer for collections To collect the delinquent amount and to get a/c current is the main goal. Negotiating the customer and getting the best mode Payment and gaining a commitment to pay the loan amount. Understanding the customer’s problems and advising the customer the best solution to pay the loan. Soliciting different mode of payments Roles and Responsibilities as SME Impart process training, feedback sessions and on job training to new hires. Principal Responsibilities: Preparing Training modules, Planning Training sessions, Conducting Training, Evaluating Training, Trainee feedback. To conduct training programs: Transfer information in a simple and effective manner with clear and concise communication Apart from regular evaluations, feedbacks, team briefs also conducted regular process test.