Kazim Jessa

Chief Voice Operations Officer, Emirates NBD
  • Founder member Tanfeeth, a subsidiary company of Emirates NBD Group focused on back office and contact center operations
  • Drafted framework for the organization to achieve excellence in operations and contributed enormously towards vision, mission and values design
  • Formulated essential policy framework on governance, people policies, contracts, technology road map etc.
  • Lead customer experience transformation for the organization by approach of measuring right, simplification of process and pro-active complaint handling – components that led change.
  • Started as a transformation expert for contact center with view to transition from current state to state of art contact center
  • Initially developed a three-year strategy to accomplish critical aspects of contact center deliveries including cost efficiency, high rate of CSAT, first call resolution, empowerment, skill matrix, performance evaluation & rewards, enhancement of services
  • Managing approximately 1500 staff members of Emirates NBD and Emirates Islamic contact center and collections to facilitate change and create an energetic environment for enhancing organizational performance
  • Restructuring the contact center to a multi-channel, beyond voice capability, integrated with other banks’ channels to bring the bank on the digital realm
  • Managing end to end collections and recoveries of portfolio of delinquent customers, delivering the best loss rates in the
  • Grew outbound sales from channel contributing 8% to currently contributing 15% of retail sales for products sourced
  • Formed an energetic direct reporting team to perform tasks independently outside their boundaries