Client

Established and managed Client Service function, set up teams to cover all major components of mortgage function.

Introduced “Industry First” client relationship management solution. This involved establishing the concept of “Mortgage Companion” i.e. dedicated client relationship manager for individual mortgage clients throughout the lifecycle of the loan.

Company was nominated as Finalist for the prestigious ‘Steve’ Awards for introducing a new client relationship management solution for being judged the best client service in UAE with highest compliments (1 in 8 clients and no complaints even as portfolio increases), Company won the Steve Award for best Customer Service for 2010.

Industry first-mapping of client demographics to staff demographics – thereby creating a multi cultural, multi nationality and yet highly motivated team to deliver world class client service

Initiated the VOC to define back end processes and SLA’s

Participation of clients in policy formulation, deployment and monitoring of processes

Industry First- published a Client Charter – boldly publishing what clients can expect from the organisation

Implemented team driven – ‘ Best Practices’ to deliver a calibrated - world class client service