DHL Express Bangladesh - Mahmud Bin Alam
Company: DHL Express Bangladesh
Company Description: DHL Express BD is the 1st and leading Air Express company in Bangladesh. DHL started its operation in BD in 1979. Since then, it has made remarkable contribution in facilitating export- import business of Bangladesh. DHL Express BD has won a number of local & international awards in recent years for their superior customer service & contribution in the trade of Bangladesh.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
Nomination Title: Mahmud Bin Alam, National CS Manager
Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Mahmud Bin Alam is a visionary business leader with 17 years of experience including 7 years’ leadership role in Customer Service. He has experience in diversified industries including banking, FMCG, telecom, light engineering and logistics. His recent achievements can be broadly classified under four criteria of Balanced Score Card (BSC)- People, Process, Customer and Finance.
People Aspects: -
Mahmud’s leadership style is mix of Visionary and Coaching Leadership. He is passionate about the career development of his team members. Highest number of employees are promoted and awarded from the Customer Service department since 2011 compared to other functions in DHL Express BD under his guidance. He carries out 1-2-1 career discussion with each employee regularly to understand and support their career plan. The development plan of each employee is signed off at the beginning of the year to set clear expectations. He guided his department to achieve highest number of e-learning modules per staff in 2015-2017. The result of Employee Opinion Survey (EOS) for his department was exemplary in 2016 and the scores were above 95% in all 11 KPIs. He is a Master Trainer and rolled out many training sessions for DHL.
Mahmud drives process and tools excellence. He is a First Choice – Master Bronze and has thorough knowledge on DMAIC process. He trained Managers and Supervisors across DHL for GEMBA walk.. He implemented Net Promoter Approach (NPA) for his contact center in 2010 which many other organizations in Bangladesh are following now. He is also a trained internal auditor for ISO certification. He signed off 5 Service Level Agreements (SLA) with other functions to set standard processes cross functionally.
Mahmud takes initiatives to enhance customer experience. As result of his relentless effort and direction, the NPA score of DHL Express BD has improved from 24% (2013) to 54% (2017). The Post CS Interaction Survey score also improved from 76% (2013) to 96% (2017). He rolled out the ‘Insanely Customer Centric Culture’ project in Bangladesh. DHL Express BD also received highest number of testimonials from customers in 2017.
DHLBD contact center has achieved outstanding results in upselling. In 2010, the upselling rate was 2.9%, which was 10.8 in 2014 and 26.1% YTD 2017. Mahmud also directed many projects to attain efficiency and to rein costs. Cost/call remains at 0.49 Euro in 2017 (same as 2010) despite huge investments, increase in people, inflation, increment in salaries etc. All Customer Service KPIs are in YOY improvement trend. DHLBD didn’t miss 90% service level in the contact center for a single day in last 6 years. All these good results were achieved because he can highly motivate his team and get the best from them.
Mahmud is awarded ‘Industry Champion’ for Bangladesh contact center industry by ContactCenterWorld.com for consecutive 3 years (2015-2017) for his contribution in the local industry. He has also won ‘Gold’ in the International Business Award (2015) and in the ContactCenterWorld.com Award (2017) for the Leadership categories.
Summary of Success
-Won 7 leadership awards and 19 Customer Service functional awards in 2015-17.
-95%+ scores in all KPIs of Employees Survey. Customer Centricity 96%, Employee Engagement 95%, Active Leadership 96%, Strategy 98%, Communication 98%, Teamwork 98%, Learning & Development 98%, Job Fulfillment 97%.
-Improvement of 4% in NPS and 5% in PCIS in 24 months.
-People attrition is only 3% in 2016.
-41% growth in 2016 for Upsell.
-He has driven the ‘Insanely Customer Centric Culture’ across all functions in DHLBD to ensure superior service experience for customers.
-7 major projects are accomplished in 2016-17 under Insanely Customer Centric Culture (ICCC) program.
-90/10 service level is not missed for a single day in last 6 years.
-90%+ scores in Call & Trace Quality, Mystery Shopping, On-time trace-claim-complain resolution and other KPIs.