Ganna Dronova

Coordination of two directness: "Cash loan" (95% of retail business income), "Post-credit services and payments".

Key projects Cash Loans:

• Technical Product Management (government and internal services between core-systems, regulatory requirements, document verification, biometrics, customer verification in government databases);
• Operational Product Management (a dispute system for loan payments, an asynchronous procedure to eliminate timeouts and errors to external banks, exc);
• Refinancing of the client in case of loan refusal in the presence of debt burden in other banks (additional sales volume of 20 billion tenge per month, increase in funnel conversion by +3%);
• Implementation of alternative risk-solution approval - offering the maximum amount of approval (+0,5% of general funnel or +4 billion tenge monthly);
• Insurance in cash loans (+ 10 billion tenge clean commission income, net profit) - 22 days of development;
• loans for up to 240 months (+6 billion tenge monthly);
• Implementation of "approved less" in the process of external refinancing (+6 billion tenge mounthly);
• The introduction of a credit line for 20 years, the issuance of short tranches within the credit line, an increase in the approval level from 12% to 25%);
• Implementation of Internal refinancing (decrease in the number of customers who are overdue -0.5%, increase in approvals rate by 1%);
• Constant work on optimizing services - regulatory requirements, document verification, biometrics, customer verification in government databases;
• Coordination and control of the implementation of the sales plan in all channels - call center, offices, application, website - implementation of metrics, funnel management;
• Sales promotion, work with CVM;
  

Key projects "Post-credit services and payments":

• Automation of the restructuring of overdue loans (preferential terms according to the payment schedule);
  Automation of the debt repayment process for customers in default (120,000 applications and repayment of 27 billion tenge of overdue debt);
• Early repayment of the planned payment (more than 160 test cases, the implementation period was 9 months);
• Refactoring the process of partial and full repayment of the loan;
• Manual repayment of a scheduled payment (without waiting for the completion of mass procedures);

Industry: Corporate banking, Retail transactional business, Retail Credit business:

• Analysis of CJM, UI, UX fundamental banking products and process;
• Launch and processing of VOC/NPS/EudSat/Eusat KPI of business, products and processes through a mobile application, an electronic queue system in branches, and a call center;
• Collecting and processing customer pains in process from various channels;
• Preparation of recommendations for a backlog based on customer pain;
• Researching with clients - JTBD, in-depth surveys, corridor research, UI research

• Management and organization of call center processes;
• Automation of the call center - CRM development from scratch;
• Optimization of the call center (SLA, AHT, CSI);
• Reducing the call time from 11 to 3 minutes in 8 months!
• Increased call processing SLA and reduced call escalation - 90% of calls were closed on lines 1 and 2;
• Reduction of FCR (repeat calls) from 70% to 45%;
• Collection of all statistics with a description of the reasons for calls for 8 months, full automation of the call center. Implementation of a three-level classifier of the causes of calls;
• Implementation of motivation for Line 1 managers, Help Desk and Team leads;
• Telemarketing automation (integration of Campaign management, CRM and Cisco Telephony)

• Development and management of a loyalty program Halyk Bonus

• Launch of the best loyalty program in Kazakhstan – Kaspi Bonus. This program has made the bank number 1 in Kazakhstan;
• Switching from cash to 90% cashless behavior due to card purchases in POS;
• Increase in the issue of Kaspi Gold debit cards, increase in new customers – by 5 per month
• Increase in the issue of Kaspi Red installment cards (retail sales in all channels) +7000 cards per month