Shenaaz Khan

Dynamic and results-driven Senior Level professional within FinTech & Banking. Extensive experience with a proven track record of establishing and managing large-scale contact centre operations with main focus across multiple regions, including South Africa, Kenya, and Manila.

CAREER HIGHLIGHTS

Strategic Leadership & Operational Excellence

• Successful Transition: Spearheaded the project to move claims operations from South Africa to Manila, completing the transition within a 3-month period.
• Process Optimization: Introduced validation checks in Kenya, reducing manual errors and processing time by 25%, leading to faster claim resolutions and improved customer satisfaction.
• New Establishments: Played a key role in establishing new outsourced contact centers in Durban and Johannesburg, ensuring seamless operations and high performance
• Sales & Customer Relationship Management
• Key Account Management: Led key account management for Standard Bank and Diners Club, utilizing travel insights to deliver customer-centric solutions. Implemented sales processes and travel-specific training, exceeding monthly and annual budgets (19M against a 15M target)
• Virgin Money Project: Enhanced sales performance and refined sales strategies for the Virgin Money project at AIG, resulting in improved customer engagement and increased conversion rates month over month.
• Recognition and Promotion: Awarded Best Senior Sales Manager for six consecutive months in 2008 and promoted from Relationship Manager to a senior role at AIG in 2010.
• Quality Assurance & Compliance
• Quality Assurance Framework: Implemented a robust quality assurance framework and utilized speech and text analytics tools to enhance quality metrics, achieving 95% compliance levels for contact center staff.
• Compliance Leadership: Nominated as the Contact Centre Risk Champion for AIG since 2009, ensuring adherence to regulatory and statutory fit and proper requirements.
• Customer Experience & Retention
• NPS and Voice of the Customer: Drove NPS and Voice of the Customer processes through management forums, ensuring accountability for gaps in customer experience across all contact centers.
• Customer Retention: Increased customer retention by implementing exclusive services and personalized follow-ups via SMS, birthday messages, and targeted emails to enhance engagement and loyalty.
• Service Level Achievement: Consistently maintained a service level of over 80% across all contact centers month over month and year over year.
• Innovation & Continuous Improvement
• Detractor Processes: Implemented processes to address customer detractors, enhancing both customer satisfaction and business processes.
• Training and Development: Directed training and development programs, enhancing overall team performance and ensuring compliance with industry regulations and company policies.

• Led dynamic sales teams, overseeing a 120-member call centre to elevate performance.
• Directed high-performance contact centres, surpassing sales targets through strategic recognition and mentorship.
• Directed training and development, improving overall team performance and compliance.
• Designed and implemented sales training programs, increasing conversion rates by 15%.
• Refined sales scripts and optimized processes, achieving a 15% increase in conversion rates.
• Streamlined sales processes and workflows, enhancing efficiency and effectiveness.
• Managed the sales budget, ensuring compliance with industry regulations and standards.
• Implemented sales strategies and tracked performance, fostering a high-performance culture.
• Overhauled claims processes and validation checks, reducing manual errors and processing time by 25%.
• Structured commission plans and incentives, improving team motivation and performance.
• Conducted quarterly audits to maintain compliance, manage risk, and address audit gaps.
• Ensured continuous business improvement through gap analysis and process enhancements.
• Monitored and evaluated sales training programs, using metrics to drive improvements.
• Provided coaching and mentoring, resulting in an 18% increase in individual sales performance.
• Administered training budgets and leveraged training technology to maximize impact.
• Conducted regular performance reviews and provided actionable feedback, resulting in a 15% increase in team productivity.

• Strategic Leadership & Operational Excellence
• Successful Transition: Spearheaded the project to move claims operations from South Africa to Manila, completing the transition within a 3-month period.
• Process Optimization: Introduced validation checks in Kenya, reducing manual errors and processing time by 25%, leading to faster claim resolutions and improved customer satisfaction.
• New Establishments: Played a key role in establishing new outsourced contact centers in Durban and Johannesburg, ensuring seamless operations and high performance.
• Sales & Customer Relationship Management
• Key Account Management: Led key account management for Standard Bank and Diners Club, utilizing travel insights to deliver customer-centric solutions. Implemented sales processes and travel-specific training, exceeding monthly and annual budgets (19M against a 15M target).
• Virgin Money Project: Enhanced sales performance and refined sales strategies for the Virgin Money project at AIG, resulting in improved customer engagement and increased conversion rates month over month.
• Recognition and Promotion: Awarded Best Senior Sales Manager for six consecutive months in 2008 and promoted from Relationship Manager to a senior role at AIG in 2010.
• Quality Assurance & Compliance
• Quality Assurance Framework: Implemented a robust quality assurance framework and utilized speech and text analytics tools to enhance quality metrics, achieving 95% compliance levels for contact center staff.
• Compliance Leadership: Nominated as the Contact Centre Risk Champion for AIG since 2009, ensuring adherence to regulatory and statutory fit and proper requirements.
• Customer Experience & Retention
• NPS and Voice of the Customer: Drove NPS and Voice of the Customer processes through management forums, ensuring accountability for gaps in customer experience across all contact centers.
• Customer Retention: Increased customer retention by implementing exclusive services and personalized follow-ups via SMS, birthday messages, and targeted emails to enhance engagement and loyalty.
• Service Level Achievement: Consistently maintained a service level of over 80% across all contact centers month over month and year over year.
• Innovation & Continuous Improvement
• Detractor Processes: Implemented processes to address customer detractors, enhancing both customer satisfaction and business processes.
• Training and Development: Directed training and development programs, enhancing overall team performance and ensuring compliance with industry regulations and company policies.

• Gender: Female
• Nationality: South African Indian