Magazine : Ashfak Merchant
Current
Service
Ashfak Merchant ’s experience
Associate Vice President - Customer Service / Contact Centre Ope
at
Kotak Mahindra Bank Ltd
, Mumbai
Working/Currently
• Responsible for overall operations for the Retail Liabilities
and Retail Assets vertical. • Staffing, scheduling and
rostering staff to meet 220000+ calls on a month on month
basis. • Meeting and exceeding Service Level Agreements –
Service Level, Abandoned %, AHT, Attrition control,
etc. • Responsible for overall Compliance and preparing the
unit for Internal and External Audits/
Certifications. • Responsible to ensure that all costs
incurred within the unit are planned and aligned to the units
P&L. • Generating revenue by booking Term Deposits, generating
leads, soliciting Mutual Funds and Insurance products to existing
/ new customers. • Identifying Products and Services to be
offered to existing / new customers.
and Retail Assets vertical. • Staffing, scheduling and
rostering staff to meet 220000+ calls on a month on month
basis. • Meeting and exceeding Service Level Agreements –
Service Level, Abandoned %, AHT, Attrition control,
etc. • Responsible for overall Compliance and preparing the
unit for Internal and External Audits/
Certifications. • Responsible to ensure that all costs
incurred within the unit are planned and aligned to the units
P&L. • Generating revenue by booking Term Deposits, generating
leads, soliciting Mutual Funds and Insurance products to existing
/ new customers. • Identifying Products and Services to be
offered to existing / new customers.
Ashfak Merchant ’s education
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