Kashif Ali is a highly skilled, result-driven and goal-oriented senior management executive with a multi-dimensional work experience of over 17 years, equipped with extensive knowledge of Customer Service, Contact Center operations, Project Management, Innovation, Launching New Business Initiatives, Digital Banking, Process Management and Policies. Leader and member of the core team responsible for various Digital Financial services initiatives. Passionate about delivering culture change in large complex organizations using Design Thinking and Agile methodologies with the work focuses on innovation, digitalization and how technology is redefining people’s expectations. Core Competencies: • Over all Contact Center & Back office operation management • Team Management (Managing & Developing high performing teams) • Agile Project Management, Planning, Implementing & Managing Change • Business Strategic Planning, Service Planning & Delivery • Customer/Business Relationship Management, Building Client/Partner Relationships • Customer Experience Management (End-to-End customer journey mapping) • Agile Business Process Management & Re-engineering (Efficiency through process optimization/simplification) • Quality Assurance / Service Quality Management • Training & Development- Mentoring & Coaching • Mobile Financial Services, Digital App & Digital Banking • Self-Serve Digital Onboarding & Inculcating Design Thinking approach • KPIs/SLAs & Performance Management • Service Automation & Self-service • Resource & Capacity Planning & Staffing