Kazim Jessa

SVP, Head – Retail Contact Center Operations Tanfeeth

Kazim is an senior operations professional and accomplished 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 EmiratesNBD 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, lean methodology and a continuous improvement culture. He currently manages contact center operations for both Emirates NBD and Emirates Islamic.

Presently, Kazim is gearing both the contact centers towards a omni-channel capability enhancing transformation which will optimize customer interaction across voice and digital channels, providing customers easy access to information and issue resolution.

In his previous role before joining Tanfeeth, Kazim was Scope International's Head of Call Center Operations in Chennai, 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.

Conference Day One: Tuesday, 17th September 2019

Saturday, August 17th, 2019

12:30 PM PANEL DISCUSSION: KEY ENABLER: MANAGEMENT STRUCTURING SOLUTIONS: How to entrench the CX culture; Drawing the line between customer experience and customer service

To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online.

Key question: How do you address the growing need for CX culture on the whole?

Panelists:

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

Download The Latest Agenda