Karachi University

Manager Sales & Client Relations at CIBC

Manage the daily operations of Mortgage Solutions Advisors, with an emphasis on team building, trust building, exceeding established goals, recognizing cross-selling opportunities and developing strong customer relationship skills. Collaborate with internal and external business partners for mortgage approvals. Manage client relations, internal process control and compliance, training, motivation, and strategic development.

• Actively participate in sales planning and generate action plans for exceeding and achieving sales targets
• Maximize sales performance by delivering an exceptional customer, people management and cost control
• Conduct effective interviews to select qualified staff and ensure business goals and job requirements align with the candidate’s skills and capabilities
• Continue to provide various strategies and techniques to increase productivity and improve sales skills 
• Recognize team members and business partners on a regular basis through various rewards program 
• Provide regular updates to the teams about revised processes and policies as well as market trends in relation to the Real Estate and Mortgage market
• Continue to provide support to our FLM Retention as well as CIBC Retention and E-mortgage Quebec partners 

Key Accomplishments
- Launched several sales incentives resulting in over 100% revenue growth month over month 
- Launched regular partner updates an Q&A sessions with our Credit Adjudication partners
- Played an important role as Subject Matter Expert in various projects, mainly HPP launch for E-mortgages, Mortgage Optimization, ECCO and Verint etc.

CIBC

Manager Sales & Client Relations

Managed a team of highly motivated sales individuals to retain 80% of maturing portfolio of $50 billion. Also responsible for the FLM to CIBC Migration project ensuring that the transition for various processes were completed timely and effectively. The scope of work included: Providing recommendations to existing and future state processes for high effectiveness, maximizing operational efficiency whilst staying risk and audit compliant, handling escalations originating from the migration, thorough analysis of complex problems/issues and providing feedback and resolutions. 

• Coached team members on a consistent basis to improve sales skills, productivity and close skill gaps
• Provided feedback to existing and future-state processes to improve efficiency which includes testing, preparation of manuals and working with internal and external business partners to get their buy-in.
• Provided consultation as Subject Matter Expert on all integration and continuous improvement initiatives across all lines of business and liaised with internal and external business partners

Key Accomplishments
- Consistently achieved 120% of the sales target. Was the #1 Team from 2012 to 2016 for top sales results
- Successfully launched several sales incentives resulting in over 150% higher up-sell and cross-sell results
- Provided direction to team with their development goals, resulting in 80% of the team getting promotions
- Achieved outstanding ESat scores consistently higher than peer group for ECI, MPI, LDI and eNPS

Accountable for the acquisition and retention of a large customer base by identifying their mortgage needs. The scope of accountability included: maintaining a world-class customer satisfaction level, maximizing operational efficiency through maintaining a high funding ratio while being audit compliant and providing expertise in the refinancing process.

• Participated in various projects especially in managing key customer escalations and recommending effective solutions to reduce customer irritants and improve productivity. 
• Handled the appropriate communication channel between broker, customer, lawyer, and underwriter. 
• Maintained strong customer relationship while managing a portfolio of over 80 files a month during peak times.

Key Accomplishments
- Increased sales by over 150% of the annual sales target by renegotiating mortgages and providing solutions such as refinancing, porting, title transfers and new purchases.
- Earned several achievers awards for record sales, exceptional teamwork and outstanding customer service.

Personal Mortgage Consultant

Key Accomplishments
- Achieved top class results in all key performance areas on a consistent basis. 
- Exceeded sales revenue by over $15 million through various customer retention strategies for business at risk.
- Selected as the Sales Champion to coach and motivate the team to attain business goals and use effective strategies to save businesses at risk.

Amir Sherani