Ravinder Bajwa

• Reporting to the Head of Operations; Customer Service & Collections, and responsible for an overall team of 40 people including 4 direct and 1 matrix reports (3 Team Managers, and 2 Team Coaches), geographically spread across Auckland, and Manila. Humm Group Limited is a diversified financial services group providing a range of innovative finance products to consumers and businesses including through a large partner network

Key responsibilities:

• Implement and monitor operational best practices and standards within the Asia Pacific.
• Supervise and oversee the strategy, planning and execution of the Humm’s overall customer experience goals.
• Draft, implement, and execute policies and procedures to facilitate a quality customer support experience.
• Lead change management processes within customer support services.
• Collaborate with internal/external stakeholders to develop initiatives to improve customer experience and meet established goals.
• Manage offshore teams to create an excellent Customer experience.
• Develop and implement processes that enable sharing and adopting best practices for improving customer experience across Humm.
• Increase value-add for customers and the business with each customer interaction.
• Incorporate technology into work processes to deliver efficiencies while enhancing/maintaining the “customer experience”.
• Analyse call data to determine operational trends and provide solutions to increase service and quality.
• Align closely with Product & Marketing to further enhance customer experience cohesively and provide regular feedback on policy impacts on customers.
• Promote and lead continuous improvement to enhance productivity and customer service.
• SLAs are achieved with staffing levels appropriate for average daily and seasonal activity.
• Ensure compliance with all statutory, regulatory, industry-standard, and internal policy requirements.
• Develop a high-performing team, providing leadership and management and creating a culture of collaboration, cooperation, education and proactivity.
• Conduct regular performance management reviews, ensuring that objectives and development plans are set out and provide regular feedback to team members and management.

Achievements:

• Introduced new and stretched KPIs, supported and worked with the team through this by communicating the ‘Why’ and celebrating wins.
• Created the ‘Hour of Power’ to help motivate the team to exceed targets.
• Improved the employee NPS score for the department from 54% to 74% in a 6-month period, through creating inclusiveness by asking for constant feedback regarding systems and processes, using this feedback to make improvements where possible, and focusing on mental well-being.
• Developed and supported the Off-Shore team to achieve and exceed KPIs.
• Achieved attrition rate of 5% for the year 2023 against industry standard of 15%.
• Successfully led a department restructure, reducing headcount by 11 representatives, whilst maintaining team moral and engagement.

• Managing a Diverse Team of 12 Customer Support Representatives in a fast paced and ever-changing environment customer facing environment, to meet and exceed call quality and KPI targets, whilst maintaining a customer centric approach and an eye for customer retention.

Key Responsibilities:

• Policy/procedure improvement, development and implementation
• Leading, directing and supporting the development of the Customer Support Representatives
• Support developing business strategies for engagement and culture and taking a lead role in implementing new initiatives to achieve desired performance outcomes.
• Manage Multiple Stakeholder Relationships
• Complaint and Customer Experience Management
• Project representation for Customer Support Services
• Setting up the daily workflows to ensure resources are being used effectively.
• Leading the Quality and Training Function for the Customer Support Services Area.
• Ensuring an efficient and comprehensive service is provided to all customers.
• Developing and measuring KPI’s to ensure Team and Individual targets are met.
• Boost employee satisfaction through regular performance reviews, constructive feedback, and personal development plans. Creating Engagement and Positive Team Culture through Inspirational Leadership

Achievements:

• Selected to be part of the 'Flexi Elevate Program' for High Achievers in the organization - 4 Employees Selected out of Multiple Nominations from SLT members across the Business
• Selected by HOD to travel, and train a team in Manila on Inbound Calls for Australian Products
• Successfully mentored several team members to take senior roles in the department.
• Reviewed the inbound call routing rules for Customer Support Services and implemented rules which cut back on non arrears calls coming into the queues. This change reduced 525 inbound calls per month from entering the arrears queue.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.

Key Responsibilities:

• Managing the call quality function for the Customer Support Services, completing monthly call quality and providing coaching and development where needed
• Facilitating Inductions and any other ad hoc/refresher training that might be required.
• Facilitate Inductions whilst ensuring that all existing risk and compliance policies are being upheld particularly around further lending and rehabilitation of our customers.
• Identify criteria and exception selection for quality checking.
• Support decision quality of customer support team members
• Ensure quality programmes continue to meet changing business objectives.
• Provide feedback on quality performance to team managers.
• Respond to individual and team performance trends through delivery of coaching or training.
• Support team members understanding of customer rehabilitation and retention strategies.
• Provide feedback on customer or portfolio observations.
• Identify areas for team and individual learning.
• Support on going learning and development initiatives.
• Administer and deliver operation reporting relating to quality programmes and team training to managers.
• Ensure monthly quality checks are completed for all team members and feedback is provided.

Achievements:

• Streamlined a newly established role to make it my own.
• Developed individual coaching plans and coached several team members towards achieving their KPI’s.
• Developed quality templates that aligned to company vision and objectives as well as company values.
• Developed and designed numerous training packages that involved both soft skills and technical ability.
• Mentored team members to grow the quality team as part of their development.
• Facilitated a session on “Art of Feedback” aimed at inter-departmental feedback for senior staff.