Kamal Ahmed Khan
- 1. KAMAL AHMED KHAN POSTAL ADDRESS: FAYSAL BANK LIMITED, F-7 MARKAZ ISLAMABAD E-MAIL: kamal.ahmed.khan@outlook.com, CELL NO: 0331-2774072 OBJECTIVE To be a part of dynamic organization with a challengingenvironment to utilizemy acquired knowledge and skills. I am firm in principles, innovativein vision and diligent in carryingout my responsibilities. PROFESSIONAL EXPERIENCE Assistant Manager Customer Experience (Jan 18, 2016 Till Date) Service Quality Management Unit, Quality Assurance FaysalBank Ltd. Deputed in Regional Office, Islamabad JOB RESPONSILBILTY ? To establish policy guidelines with regard to Service Quality activities and programs executed by the Departments (Conventional Retail Banking) ? Managing and monitoringprocesses of Consumer and Deposit products ? Monitoring of Service Level Agreements (SLAs) of units. ? To develop a frameworkwherein ServiceQuality programs and activities aremanaged through standard operatingprocedures that arein compliance with regulatory requirements (if applicable) ? To workas change agents to assist segments across thebank to achieve increased customer satisfaction. ? To ensure Branch spot checks countrywide ? To ensure mystery shoppingfor PAN Pakistan branches. ? Call evaluation for Inbound & Outbound Contact Centre. ? To ensure trainingtonationwidebranches (as & when required). ? To manage customer feedback through loyalty calling. ? To manage Service Clinics and provide feedback to the Regions for serviceefficiency. ? To manage employee and customer engagement programs nationwide. ? To Monitor and evaluate customer serviceexperience of alternatedistribution channels across thebank. ? Perform call and video mystery shoppingfor alternatedistribution channels. ? Reporting key service indicators performancethat includes Transactions,Branch Ambiance,Telephonic Mystery Shopping, Product Knowledge, Offsite ATM performance, Contact Centre, SolitaireCentre, Complaint Servicing Unit, SolitaireCentre Ambiance, BancassuranceCall Audits. Policy and Control Manager (June 22, 2011 Till Jan, 2016) Complaint ManagementUnit, Quality Assurance FaysalBank Ltd. Deputed in Head Office, Karachi JOB RESPONSILBILTY ? Formulating CRM system changes if required. ? Management of Faysal Bank’s official Facebook page. ? To make amendments in Faysal Bank’s website. ? Responsible for reporting monthly complaints to State Bank of Pakistan. ? Responsible for reporting Complaint Resolution Indicator to management on monthly basis.
- 2. ? Devising and establishing Policy guidelines pertaining to Complaints Management and formulate processes to resolve customer grievances and complaints. ? Evaluating officer’s performance during the month and identifying the issues and weak points ? Ensure Turnaround Time management as per agreed process within theorganization and with customers. ? Updating daily performances of the officers. ? Responsible for designing ServiceLevel agreements and Memos with concern departments toidentify the process flows. ? Responsible for reporting of Key Risk Indicators (KRI) to concern unit. ? Responsiblefor monthly and annual presentations and servicereviews against thecomplaints received, to higher management. ? Responsible to train the officers about the new product launched by the bank. ? To provide department wise analysis of customer service issues for performance improvements ? To ensure management of resources, budgets, financial control, capacity analysis and planning, departmental operational flows and administrative functions. Assistant Manager (May 11, 2011 – June 21, 2011) Complaint ManagementUnit, Quality Assurance FaysalBank Ltd. JOB RESPONSILBILTY ? Offering complete Customer Relationship Management ? Conducting follow-ups with relevant unitsand ensuringtimely resolutions areoffered tothe complainants and appellants, keeping track of the deadlines ? Communication with the customers with respect to any issue. ? Maintaining MIS on periodic basis. CIC EXECUTIVE (December, 2007 – May 10, 2011) FaysalBank Ltd Formerly known asRoyal Bank of Scotland / ABN Amro Bank Ltd JOB RESPONSILBILTY ? Handling countrywide customer’s incoming calls, queries, complaints and taking financial and non - financial transactions. ? Responsible for maintaining the track of RMS & CMS incorrect queries to avoid duplication. ? Liaison with the Management to assist team members on serving customers based on their peculiar requirements. ? Login customers’ complaints and issues which need to be resolved, by forwarding complaints to the relevant unit, while pacifying customers. ? Responsible for training& mentoringnew recruits for the department. ? Responsible for Trainingneed Analysis to plan trainingcalendar for the entiredepartment. ? Preparingreports to extract details toinstill value in officer’s performances. ? Handling ATM’s Problems and ATM Monitoring to all Pakistan.
- 3. ACADAMIC QUALIFICATION 2012 Masters in Business Administration (MBA Finance) Bahria University Karachi 2005 Bachelors in Science (B.Sc Hons) University of Karachi 2002 Intermediate Govt. Degree College Stadium Road Karachi. 2000 Matriculation Army Public School C.O.DKarachi. TRAININGS & WORKSHOPS: ? Microsoft Excel Intermediateto Advance ? Call Handling Techniques ? Personal Grooming & Mannerism ? Quality Management System ISO 9001:2000 CORE PROFESSIONAL SKILLS ? Stronginterpersonal skills. ? Dedicated, self-motivated and honest. ? Ability tomanage multiple assignments. ? Effective team member. ? Resilient, punctual and quick learner.