Anastasia Tyurina
Project manager
Financial services
Strategic development
Operational efficiency
Management consulting
Project management
Project manager
VTB Bank
Since May 2015
- Lead projects for sales operations excellence:
• Designed customer segmentation logic, implemented differentiated approach to sales and service for two segments which enabled the company to save €4mn annually by optimizing the sales personnel’s workload and increasing customer satisfaction in both segments by 6%;
• Organized automated dashboards for sales teams across all geographies, which increased transparency and predictability of sales results, helped to improve sales per person productivity;
• Decreased a share of congested retail offices from 36% to 10% (out of 550) through redistribution of customer traffic among offices by creating a mathematical model of traffic and designing a customer navigation process;
• Developed and launched the management and control system for cross-functional customer acquisition activities, which led to conversion growth from 2 to 12% in direct sales of premium banking services;
• Drove implementation of CRM-system improvements which increased sales controllability and helped to reduce the menial CRM workload by 10%;
• Led development of the new sales and service business model carried out with support of external consultants. - Manage sales analytics, KPI setting and tracking activities:
• Developed, set and controlled annual and quarterly strategic priorities (target channels, priority customer segments, performance improvements) and KPIs across 72 geographical business units, 550 sales offices;
• Achieved sales per employee growth by more than 15% in a year by setting targets across channels, and introducing sales funnel control instruments;
• Developed the new customer acquisition strategy for newly launched premium offices, that resulted in reaching target productivity within 2 months, 3 times faster than before (23 such offices launched with this new strategy so far);
• Revamped the sales process for investment products, which increased sales by 2,5 times within a half a year.
Company Description
The second-largest bank in Russia
Company website