Misbah Ur Rehman

Responsibilities  Business & Sales Management: Drive the development and implementation of office based business plans which address country needs and are aligned to IDP’s strategic milestones.  Set and monitor office level KPIs to support the implementation of the zones business plan.  Improve zone business performance by identifying and maximizing opportunities for leverage across offices of knowledge, skills and infrastructure.  Financial Management: Provide inputs and once budget is set monitor Pipeline and Revenue budgets of the zone. With finance team, monitor results and initiate corrective action where require Collaborate with Finance and Supervisor to implement forecasting methodologies and processes to achieve accurate, timely pipeline and revenue forecasts for the office.  Sales Performance :Develop and maintain a strong sales and service culture within the business.  Identify, develop and implement strategies to achieve sales objectives for the offices for student placement. Monitor results and initiate corrective action where required.  Collaborate with Destination Managers, Marketing to develop and implement lead generation programs including events, client office visits, web etc, ensure counselling capacity /capability as per targets and ensure consistent sales, service and client management performance standards and benchmarks which are continuously improved.  Lead and support Offices to improve Sales productivity through the implementation of global CRM system adoption, pipeline management, conversion benchmarks. Improve sales skills through training  Service Standards :Provide inputs and take necessary actions to the ongoing development and maintenance of service and client management performance standards and benchmarks for the offices global Participation.

Responsibilities The position is accountable to ensure positive feedback from our key USA clients, develop processes to deliver growth in business and market share, leverage learning across branches and ensure support to maintain and improve knowledge and counselling skills in country. Monitor client wise performances through analytics & management of events and client visits as well as support the USA teams in ensuring the level of checks for maintaining a high visa success rate. o Counsellor Training and Certification o Application Management o Client Participation at Events o Analytics and Reporting o Monitor the counselling of the Student Relation Managers. o Quality Control Management. o Support, motivate team members to achieve individual and team target. o Supervise daily work of the members and ensure customer satisfaction. o Build up good relationship with students and their families. o Work closely with other job functions in the company to improve overall services Level. o Immediate reporting of important issues (service, operational, HR) to direct senior Level, propose solution where possible. o Other duties reasonably relating to this position

Major accountabilities of position:  Responsible for the P & L of the branch.  Meet revenue & commission targets.  Responsible for the Revenue generation at the branch as per the defined target.  To manage and derive results through the counsellors on the various product and services offered at Global Opportunities.  To drive the marketing team and execute activities that will generate the required leads and inquiries to the branch.  To visit assigned institution and generate business through in campus and retail mode.  Coordinate with the Faculty, and ensure proper conduct of classes and ensure highest customer satisfaction index, scores and good WOM.  Indent books and materials on a timely basis and ensure availability at all times and distribution on materials on times.  Entry of data in CRM and ensure proper data management by self and team.  Proper data management in all front and communicating the same to all respective in charges.  Proper functioning of the branch (on time opening and closing) and process at the branch and ensure at most satisfaction on scheduled and surprise audits.  Help in recruitment of team, train them, motivate and retain positive team environment at all times.  Stick to organisation norms and be flexible for change in roles and location.

Key Responsibilities Manage Admission sales Services team across Karnataka to generate sales Drive admission service team to generating partner university commission. Responsible for P&L for the region in Admissions Sales & Service. Track and monitor the sales and services on admission. Organise admission events across the region – Internal & External. Solely conduct admission seminars internal & external. Plan Centre Audits and ensure compliance as per admission SOP. Monitoring and enhancing the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development. Operational responsibility of managing the incoming volume and taking appropriate actions (arranging for overtime etc) Work load Management - managing the day to day planning, operation and problem solving of advisors team to meet required service level components and quality standards. Timely reporting to communicate performance related indicators to the team and the Management. Implementing the quality framework to all milestones are completed within the established quality benchmarks. Demonstrate strong customer service orientation in all spheres of activities. Motivate team members to support and sustain a positive work environment Accountable for client satisfaction in areas of responsibility, against service level agreement and to ensure achievement of key performance indicators. Handle escalations and to ensure client satisfaction in issue resolution. Independently manage daily/weekly/monthly client reviews

Job Title: Admissions Advisor - Partner Admissions Counseling Services(PACS) Major accountabilities of position: Meeting Partner University Enrollment Target. Meeting Partner University Visa Target Meeting Partner University Application Target. Achievement of Customer Satisfaction Index Maintain a zero defect service/high delivery standards for all assigned clients Responsible for conversion of enrollments to the applicants Customer service and grievance handling. Helping with test preparation sales

Responsibilities  Conduct employment and pre employment verification for various companies in contract with First Advantage.  Scheduling drug screening for candidates for pre employment and current employees of the companies.  Liaison with the company’s human resources.  Liaison with the laboratories and other vendors for drug testing.

Responsibilities  Advising customers about their payments on their loan.  Collecting payments on loans.  Advising customers about their escrow account and Insurance payments status.  Setting up escrow & Insurance account.  Advising about modification on loans for delinquent customers.  Liaison with realtor’s, attorney’s, third party agents on behalf of borrowers.  Setting up modification appointments with concerned department.  Resolving general queries of borrowers.

Responsible for managing legal assistant orientation and contract lawyer process. Monitors and supervise the daily activities of Legal Assistant coordinators and Senior Legal assistants. Perform tasks like preparing monthly, quarterly and semi- annual productivity reports of legal assistant hours and updates the same to the Legal Assistant Committee. Responsible for administering the review process and annual performance Liaise between the legal assistant, staff, lawyers, administration, and Legal Assistant Committee. Drive & Display ownership in all tasks and targets assigned Provide the first point of leadership/escalation for all issues on team. Meet all targets that are assigned in accordance with productivity, turn-around-time and accuracy. Ensure quality of transaction is in compliance with predefined parameters. Recognize and/or co-ordinate resolution of customer impact issues and preempts potential issues. Develop back up and contingency plan as required. Provide process problem resolution assistance to teams via scheduled one on one’s and coaching sessions. Assess performance of legal team members and conduct appraisal meetings. Provide coaching and feedback to team members. Hold regular team meetings with legal assistants to ensure that there is constant flow of information and knowledge dissemination-query logs, issue resolution.

Undertaking fraud process and performance related quality assurance/review work as directed by CMT or UFM, to tune and optimize branch/adjuster performance, and identify blockages. Supporting the UFM as required in relation to delivery of Unit Fraud Action Plan: Implementing the unit fraud action plan. Liaison with key stakeholders. Decision point on key fraud matters. Monitoring of unit fraud effort + performance against KPIs Manage complex fraud cases, which fall outside SIU criteria. Support SIU as appropriate in the investigation of local “high risk” fraud cases. Issues resolution/escalation Identify and investigate Staged/Contrived/Induced accidents. Conduct Data mining to identify fraudulent claims. Co-ordination and delivery of unit fraud training and coaching Identify Money laundering risk assessment on claims and policies. Appoint external forensic investigating agencies for further investigation on claims. Fraud prevention, detection and containment in order to against the 3 NUI fraud objectives: Reduce claim cost. Reduce impact on genuine customers. Contain associated regulatory and reputational risk.

Taking details when a customer reports a claim. Issuing claim forms and advising customers. Checking claims. Making sure the premiums have been paid and that the policy covers the claim. Gathering information such as receipts, photographs or valuations. Advising customers how their claim might affect their policy premiums in future. Arranging payments on straightforward claims. Referring doubtful, complex or high-value claims to a claims manger. Negotiating/Influencing with regards to liability issues and quantum agreements. Maximizing business performance by maintaining effective communication with customers. Handling additional responsibilities as a Team Fraud Coordinator. Responsible for coordinating with team members in identifying and detecting fraud in claims. Handling complaints for the team as a Complaints Handler. Liaison with Third party Insurers/Third Party Solicitors/Service suppliers.

Interact with customers to provide information in response to inquiries about Insurance products or services. Handle and resolve complaints. Follow up with an individual customer until a question is answered or an issue is resolved. Help customers to decide what types of products or services would best suited for their needs. Maintaining records of transactions and update and maintain databases of information. Renewing customer’s car insurance policy. Make permanent and temporary amendments on customer’s policy on their request. Liaison with Underwriters. Selling car insurance policy and cross selling other related products.