Patrick Paul Raj

A driven, growth focused and results driven Senior Leader with over 20 years of international experience. Proven track record in establishing industry leadership, leveraging technological innovation (Artificial Intelligence, Machine Learning) and data to improve efficiencies and reduce operating expenses while enhancing the customer experience, leading large departments to dedication towards company objectives. Deeply knowledgeable in enhancing customer satisfaction in customer service, migration of customers to alternate channels (Chat Banking & Mobile Banking) and generating new business thru cross selling and upselling of products. By staying informed about technological innovation in a highly competitive business environment, is able to recognise strategic opportunities, present compelling images of the future and roll out transformation initiatives successfully both in digital transformation of processes and transformation of customers to digital channels. Through loyalty and commitment to an organisation, learns to use available resources efficiently to exceed all objectives.

Senior level roles in Channel Management, Digital Transformation, Customer Experience, Contact Centre Management and Sales Leads generation.

The current role requires the management of up to 400 employees in multiple locations throughout the UAE, thru which the digital transformation of bank branches and contact centres is driven by the migration of customers to digital channels (Chat Banking & Mobile App). Fuelled by the desire of digital transformation, development strategies are created to provide world leading customer experience leveraging best in class technologies. Automation, Data Management, Artificial Intelligence & Machine Learning are in the forefront of the drive to migrate customers to digital channels while improving CX, revenue, reducing costs and enabling the organization to be future ready. 

Key achievements

• Reduction of 300k customer calls thru launch of Chat Banking platform using WhatsApp in 2021 
• Migrated 90% of over the counter transactions to alternate channels
• Introduction of Chat Banking thru Whatsapp resulting in 1m transaction with 75% of the transaction being handled by the ChatBot.
• Established the Call Centre as the regional industry leader, ranking #1 in the UAE and GCC by Annual Bank Benchmarking surveys in 7 separate years, after being ranked last
• Largely contributed to the successful development and roll out of the “Branch of the Future” strategy, by leading a team to implement a seamless transition to new work practices through 80+ branches, resulting in 25% sales growth, and wait time reduction of 24%
• From 2014 onwards, consistently grew the amount of business on a yearly basis, ranging from AED 1.3 billion in 2014 to AED 2.4 billion in 2021
• Promoting the use and implementation of Artificial Intelligence, Machine Learning and Robotic Process Improvement 
• Overall leadership of a large department, providing coaching to senior managers, team leaders, responsible for budgeting whilst reporting results to Executive Management and collaborating with various internal and external stakeholders to achieve all KPIs 

Completed my MBA from the University of Manchester, United Kingdom in 2021.