Zaher Md Abu

Experience

• 

  Grameenphone Ltd

  Mar 2006 - Oct 2011

  1) Call Forecasting2) Short and Long term capacity planning2) Roster Management3) Floor Monitoring5) Training allocation for frontline staffs 1) Capacity Planning2) Resource utilization planner3) Floor Monitoring 1) Resource utilization planner2) Floor supervision3) One-stop service over phone

  • Specialist - Resource Management

    Dec 2010 - Oct 2011

  • Sr. Executive - Resource Management

    May 2009 - Dec 2010

  • Executive - Customer Service

    Mar 2006 - May 2009
• 

  Standard Chartered Bank

  Oct 2011 - Aug 2017

  1) Cost and P&L Analysis2) Contingency & Succession Planning3) Annual Budget Planning4) Workforce planning (Short & long term)5) Performance Management6) Sales lead management7) Process Re-engineering8) Risk Management9) Operation Management (both sales and service)10) Data analysis, Reporting and MIS 1) Process Re-engineering2) Risk Management3) Operation Management (both sales and service)4) Call Optimization5) Service Inclusion and diversion6) Complaint Management and clients satisfaction 1) Workforce planning (Short & long term)2) Call Forecasting & Roster Management3) Intra day capacity planning4) Performance Management5) MIS

  • Associate Director - Voice & Virtual

    Oct 2016 - Aug 2017

  • Manager, Operations and Complaint Management

    Dec 2013 - Sept 2016

  • Manager, WFM and Performance Management

    Oct 2011 - Nov 2013
• 

  BRAC Bank PLC

  Aug 2017 - now

  As Retail Liability Products Head, my key responsibility includes:1. Designing and developing new liability products, such as savings accounts, current accounts and term deposits based on market needs and trends.2. Ensuring that products comply with regulatory requirements and managing risks associated with product offerings.3. Analyzing the performance of liability products, tracking key performance indicators, and implementing strategies to improve.4. Coordinating with stakeholders, such as marketing, operations and sales channels to ensure effectiveness.5. Conducting market analysis to understand customer preferences, competitive landscape, and emerging trends to refine product offerings.6. Leading and developing a team of product managers and involved them in product development and management. Show less Head of Call Center and Online BankingResponsible for:1) Inbound Call Center Management2) Tele-Sales team Management3) Retention and Churn Management4) Customer issues Management (received from customers over voice and non-voice channels)5) Bangladesh Bank issues Management (related to customer complaints)6) Customer diversion to digital channels (specially Online Banking and Call Center)7) Cost Analysis8) Contingency & Succession Planning9) Process Re-engineering10) Performance Management Show less

  • Head of Retail Deposit Products and Portfolio

    Mar 2024 - now

  • Senior Vice President

    Aug 2017 - Mar 2024