Fabian Albuquerque

AlbuquerqueFabian@gmail.com
http://linkedin.com/in/fabian-albuquerque-3415a01b
+91 9818300185

Professional Profile
My work experience spans 15 years in the field of Retail Banking – the initial 6 years spent in Contact Centre Solutions, responsible to
manage SLAs, training and staffing requirements as well as billing, and the last 9 years in running Sales teams as a leader across
multiple verticals spanning from Bancassurance, Liabilities and Value Added Services.

In my last role, I was responsible for leading a team of Virtual Relationship Managers for the
Personal and Priority Banking verticals within Emirates NBD. I have planned and successfully
executed sales strategies in liaison with the concerned Business Units, as well the Customer
Lifecycle Management team.

My career has spanned across various verticals in the Retail Banking field, providing an enriching
experience that has helped me grow both professionally and personally. I have worked with
numerous stakeholders, ranging from the core Business Units and Product teams to Customer
Lifecycle Management team to Business Intelligence teams to Retail Banking Sales heads. This
has given me, not only a deep understanding of the retail banking world and its vagaries, but also
the expertise to identify nuances that make each situation different and solution it accordingly.

Core Skills
 Business Strategy and Planning (including setting business visions and aligning teams)
 Team Leadership and Enablement (including resource planning, interviewing, hiring, engagement, career counselling, training
and coaching)
 Relationship Building and Management
 Setting up and running Business processes
 Process Re-engineering
 Project Management

Professional Accomplishments

People Leadership
 Previous Role/s
· Team size – Led an 18 member sales team as well as a 6 member retention team in addition to overseeing target
achievement of additional 2 teams comprising of approx. 30 members (5 years – 2012-2017)
· Best Team Manager Award - Received numerous times including for both Q1 and Q2 in 2015
· Training/Coaching sessions – Held multiple group and one-on-one training and coaching sessions for the team

Client Relationship
 Won the title of Top International Bank Call Center in 2011, awarded by Ethos Integrated Solutions, a leading
Customer Service Solutions provider in the Middle East
 Increased Contact Centre Service Levels from 10% to 85% post taking over the Retention Unit, in turn leading to
Client agreeing to allow contact center operations to continue with existing business unit (2013)

Financials
· Recorded 180% of target achievement (AED 1.8 Million premium) in Q4 of 2016 i.e. 60% of campaign target
· Achieved 120% of target during the 2018 Q4 contest across all retail banking sales channels (Credit Cards sales
of 1100 units in October’18
· Increased overall average revenue objectives by 66% for Credit Cards and 43% for Personal Loans since joining
(2019)
Design and Development

· Successfully initiated company listings in order to be recognized as an individual sales channel

· Re-engineered the Fulfillment process to increase efficiency and individual ownership
· Set up operations in Abu Dhabi and Al Ain
· Re-worked on entire Credit Card application process on CRM resulting in identifying gaps and improving process
flow and execution of required tasks within stipulated TATs

Key Awards (Individual)

 Best Team Manager Award for Q3 in 2019 (Multi Product Team, Priority Banking)
 Best Team Manager Award for Q4 in 2018 (Personal Loans & Credit Cards)
 Best Team Manager Award for Q4 in 2017 (Personal Loans & Credit Cards)
 Best Team Manager Award for Q2 in 2015 (Bancassurance)
 Best Team Manager Award for Q1 in 2015 (Bancassurance)

Work History

EmiratesNBD
Sr. Team Lead (Sales) – Retail Banking (Feb 2019- Aug 2020)
Multi Product Team, Priority Banking
 Heading a dynamic team of Virtual Relationship Managers
 Managed the Team to generate revenue with a strong focus on increasing the current portfolio in terms of liability,
assets and Value Added Services
 Developed sales acquisition strategy, altered incentive plan which resulted in enhanced productivity and improved
target achievement
o Planning and forecasting - Database Management, Product wise sales scheduling in line with external
stakeholders’ BAU trends, Customer Spend Cycle etc., and staffing.
o Liaising with internal and external stakeholders for MIS, staffing, and month end requirements

Achievements
 Achieved 150% of overall revenue objectives within the first year of joining
 Team motivation and satisfaction scores improved by over 30%
 Client satisfaction survey scores up by 20%
 Stream lined activity reporting processes
 Performance improvement due to consistent feedback to team members
 Active involvement with various product teams and other stakeholders to improve strategy and overall productivity
 Received the Best Team Manager Award for Q3 in 2019

Sr. Team Lead (Sales) – Retail Banking (Mar 2017- Jan 2019)
Fulfillment Unit, Personal Loans & Credit Cards
· Managed a 24 member team comprising of Field Agents, Processors and Sales Coordinators to bring sales leads
to closure
· Raising the profile of the Fulfillment Unit within the bank to expand market share
· Ensure optimum utilization of facilities with a key focus on minimizing risk factors pertaining to customer
information and documentation
· Developed close relationships with internal stakeholders
· Ensuring high levels of customer satisfaction is maintained

Achievements
· Increased overall average revenue objectives by 66% for Credit Cards (650 units/month), and 43% for Personal
Loans (AED 16 Million/month) since joining
· Re-engineered the Fulfillment process to increase efficiency and individual ownership
· Started operations in Abu Dhabi and Al Ain
 · Successfully initiated company listings in order to be recognized as an individual sales channel, as well as to
increase market share
· Achieved 120% of target during the 2018 Q4 contest across all retail banking sales channels (Credit Cards sales
of 1100 units in October’18)
· Successfully managed stakeholders buy in on overall strategy and execution i.e. Legal, Compliance, Products,
Audit and HR
· Received the Best Team Manager Award for Q4 in 2017 and 2018

Team Leader (Sales) – Retail Banking (Mar 2012- Feb 2017)

Bancassurance, MetLife
· Managed and coached an 18 member sales team as well as a 6 member retention team
· Focused on enhancing the Bancassurance portfolio and servicing existing clients
· Oversee target achievement of additional 2 teams comprising of approx. 30 members
· Planning and forecasting - Database Management in line with Customer income and spend cycle trends
· Monitor service levels in order to maintain defines SLAs

Achievements
· Highest target achieving team across the campaign year on year
· Claw back restricted to below 10%, the lowest across the campaign
· Recorded 180% of target achievement (AED 1.8 Million premium) in Q4 of 2016 i.e. 60% of campaign target
· Received the Best Team Manager Award numerous times including for both Q1 and Q2 in 2015
· Put in clear processes and SLA’s with the relevant stakeholders
· Increased Service Levels from 10% to 85%

Team Leader (Operations) – Retail Banking (Jan 2009- Feb 2012)

Lloyds TSB & Dubai Financial Market
· Managed the Lloyds TSB Call Center unit & the Dubai Financial Market Ivestor Card process
· Ensured defined SLAs were met with proper management of complaints within a clearly defined process flow
· Monitoring & reviewing controls & service performances
· Worked with various units to develop process enhancement techniques and strategies
· Conducted regular visits with the clients to better understand business requirements and ensure smooth transition
in case of any required changes

Achievements
· Ensured seamless transition from previous vendor with minimal impact on business and customer service levels
· Won the title of Top International Bank Call Center in 2011, awarded by Ethos Integrated Solutions, a leading
Customer Service Solutions provider in the Middle East.

Mashreq
Customer Relations Officer - Retail Banking (May 2008- Oct 2008)
· Resolving customer issues and complaints within defined TAT
· Assisting customers with complaints which were not earlier dealt with frontline units

Personal Banking Advisor - Retail Banking (Oct 2005- Apr 2008)

· Recommending and explaining banking services and products to clients based on their needs
· Generating leads for all retail banking products
· Encouraging customer usage of cost effective products and services, in order to reduce cost to bank

Achievements
· Achieved score of 100% in all Mystery Shopping campaigns conducted
Educational Qualifications

St. Columba’s School, New Delhi – Sr. Secondary

Additional studies
 Lean Management certification, McKinsey & Company (via EmiratesNBD L&D team)
 Asset & Liabilities Management, EIBFS
 Investment & Portfolio Management, EIBFS
 Anti Money Laundering Law & Best Practices, EIBFS
 Managing Successful Sales Team, EIBFS
 Time Management, EIBFS