Zakir Sayed

Results-driven Banking & Financial services professional with 16+ years of experience in Retail Banking, Sales, Bancassurance, Customer Service, and Operations. Proven expertise in team leadership, business development, HR recruitment, insurance, customer retention, and stakeholder management. Strong track record of driving revenue growth, improving NPS, CSAT, and quality metrics while ensuring regulatory compliance and Operational excellence.

Unit Head - AXIS Bank

(2023-02)

• Led and managed an outsourced contact center comprising 65 agents, 3 Team Leaders & Manager ensuring high productivity and operational excellence.
• Drove business growth by consistently achieving and exceeding sales targets across Banking, Liability, Assets and Third-party products.
• Managed end-to-end Bancassurance business, driving sales of Health Insurance / Life Insurance & General Insurance products through strategic partnerships.
• Successfully sold insurance products of TATA AIG, NIVA BUPA, Aditya Birla Health Insurance, Axis Max Life Insurance and Bajaj Allianz, consistently delivering revenue growth and business targets.
• Monitored cancellation MIS and persistency reports, Identifying trends and implementing corrective action to Maximize retention and revenue.
• Promoted and sold a wide range of banking products, including Personal Loans, Instant Loan, CASA, Credit Card, CLI, BOE/EMI, NPS, Auto Loan, Home Loan and Investment Products.
• Collaborated with HR for recruitment, interviewing, onboarding, manpower planning, and workforce management for Pan CVM.
• Designed and implemented training programs to enhance product knowledge, sales capability, quality standards, and regulatory compliance.
• Conducted regular performance reviews, coaching session, and feedback discussions to improve employee productivity and engagement.
• Developed dialer strategies and process improvements, significantly enhancing customer connects rates and conversion ratios.
• Monitored key performance Indicators (KPIs) productivity metrics, service quality, and business MIS to drive continuous improvement.
• Ensured strict adherence to RBI guidelines, IRDAI regulations, compliance standard, and internal bank policies.
• Led employee engagements and retention initiatives, reducing attrition while fostering a high-performance culture.
• Partnered with senior stakeholders to identify business opportunities, resolve operational challenges, and improve customer experience.
• Maintained exceptional service quality through regular audits, quality assurance reviews, and process governance.
• Successfully managed Affluent Desk (4 Officers) and NUNP Desk (2 Officers) while ensuring achievement of business and service objectives.

Senior Manager - Kotak Mahindra Bank

(2018-05 - 2023-02)

• Led and managed a high performing team of 50 officers and 2 Team leaders, Consistently achieving Sales, service, and operational goals.
• Successfully sold insurance products of Kotak General Insurance & Kotak Life Insurance consistently delivering revenue growth and business targets.
• Drove overall portfolio performance by monitoring Sales, Service Levels, Productivity, Attendence, Shrinkage, AHT, Quality NPS, CSAT, and SLA/TAT.
• Increased Net Promoters Score (NPS) and Customer Satisfaction (CSAT)through focused coaching, service recovery and continuous process improvements.
• Ensured Quality Review Compliance (QRC) scores were consistently maintained between 95%-99% within defined Turnaround Time (TAT) through regular quality audits, coaching and corrective action plans.

Team Leader – NRI, Forex & Asset Desk - INDUSIND BANK

(2017-04 - 2018-05)

• Managed multi-functional teams supporting NRI Banking, Forex, Assets Loans, Email Support, and Customer Engagements.
• Increased revenue through cross-selling of Insurance, Forex, Deposits, Remittances, and Loan products.
• Ensured compliance with RBI, FEMA, KYC and AML guidelines.
• Managed Centralized Engagement Management (CEM) Desk & Micro Finance Desk.

Escalation Desk Team Leader - INDUSIND BANK

(2011-03 - 2017-03)

Outbound Team Leader - INDUSIND BANK

(2011-03 - 2017-03)

Trainer (On-the-Job) - INDUSIND BANK

(2011-03 - 2017-03)

Subject Matter-Expert - INDUSIND BANK

(2011-03 - 2017-03)

Phone Banking Officer - INDUSIND BANK

(2011-03 - 2017-03)

Store Operation - VODAFONE ESSAR LTD

(2009-01 - 2011-03)

• Managed retail store operations in the absence of Store Manager.
• Achieved monthly sales, revenue and customer acquisition targets.
• Managed inventory, cash handling, and store administration.
• Ensured profitability through effective P&L management.
• Resolved customer complaints while maintaining high service standards.
• Led store staff to achieve sales and operational KPIs.

MBA - NMIMS (2024)