22-24 October 2017
Dusit Thani, Dubai, UAE

Kazim Jessa

Head – Retail Contact Center Operations
Tanfeeth (A subsidiary of Emirates NBD group)

Kazim is an expert in leading large call center operations with more than 20 years of experience in this specialist area, focused primarily in the banking and insurance sectors. Kazim joined Tanfeeth, a 100% subsidiary of Emirates NBD group, as one of its founder members and has been instrumental in setting up an organization with operations as its core but driven by practices which are centered towards people focus, lean methodology and a continuous improvement culture. He currently manages contact center operations for both Emirates NBD and Emirates Islamic.

In his previous role before joining Tanfeeth, Kazim was Scope International's Head of Call Center Operations in India. He was responsible for managing all call center operations across sales, service and collections for Standard Chartered Bank's Consumer Banking division in the UAE. During this time, he nearly doubled Scope International's call center revenue stream, achieved a US $2 million saving and significantly reduced employee attrition.

Prior to that, Kazim was had stints with TATA AIG Life Insurance and ICICI Bank with scope extending from revenue generation, business development, channel migration and fulfillment, building strategies around channel maximization, capacity utilization, productivity enhancement and operating plans for both in-house and outsourced centers.

He has a Bachelor of Commerce (Business Management) from Gujarat University and a Masters of Arts - English Literature from Osmania University in India.

11:00 AM Transforming your contact centre: Creating a culture of engagement where customer experience can thrive

  • How to create a customer-focused culture that delivers on customer experience
  • Areas of focus for delivering human experiences that generate customer loyalty
  • Upskilling your agents into leaders of tomorrow

Check out the incredible speaker line-up to see who will be joining Kazim.

Download The Latest Agenda