Head of Lending Transformation & Digitization
Telenor Microfinance Bank
Total years of experience :20 years, 2 Months
Telenor Microfinance is at the forefront of revolutionizing fintech experience in Pakistan. The Bank is spearheading the
financial inclusion in the country with both branch and branchless network. I am responsible to transform lending experience
for branch banking borrowers and enable them to transact through self-service and alternate delivery channels.
Achievements:
▪ Designed digital product in Easypaisa app for branch banking borrowers for lending relationship management.
▪ Revamped customer journey for entire loan lifecycle and developed program to increase customer’s stickiness to
digital/ alternate channels. This resulted in borrowers performing more than 50% of their transactions through app/
USSD. Further, this also increased 30-day average balance by more than 200% for micro borrowers.
▪ Transformed branch lending by designing and implementing branchless fulfillment process in entire branch network.
Now lending services are delivered at customer’s doorstep and customer acquisition is paperless. The redesigned
customer journey has eliminated customer’s dependency to visit branches for lending needs. This has not only
reduced branch traffic but also rationalized cash and insurance requirements in the branches. This increased sales
officer productivity by 10% and reduced cash requirements by 30%.
▪ Introduced instant debit card issuance for branch borrowers to facilitate cash withdrawals through 1-Link channel in
addition to agent network and successfully migrated 30% of newly onboarded borrowers to debit cards.
▪ Redesigned customer onboarding experience and added alternate channels as touch points to strengthen customer’s
relationship with the bank. This improves loan collection ratio to 99.6% resulting an increase of 1.5%.
▪ Brought growth of new consumer through digital channels and retail banking channels with incremental seasonal
growth at 5% and 3%
▪ Cost reduction at retail with reduction of Retailer commission by 0.6% leveraging digital consumer growth
▪ Channel strategy for call to action (CTA) with age segment targeting to open new wallet accounts
▪ Growth in payments through Easypaisa retail and Alternate retail channels like FMCG shops with 7% monthly growth
Designed and implemented a low-cost scalable distribution model. The model runs at 30% of traditional branch and is operationalized at 35% of the cost
Finca Microfinance Bank, a subsidiary of FINCA Impact Finance a global microfinance organization, is a leading microfinance
bank with presence in more than 120 cities across Pakistan. I am managing that digital transformation of the Bank that has
automated bank wide lending operations in addition to being the custodian of bank wide policies and procedures and
functional owner of Core Banking System.
Achievements:
▪ Digital Transformation has resulted in 25% increase in operational efficiency and saving more than PKR 65 Million
annually. Further, it has also resulted in 20% increase in productivity of sales force. The in place digital infrastructure
has enabled the bank to increase footprint cost effectively as branch set up and operating costs have been reduced
by 50%.
▪ Onboarding customers on mobile wallets have incremented in fee and other income of the Bank
▪ Conducted Activity Based Costing to determine product costs, highlight cost intensive processes/ areas and
implemented recommendations which the cost intensive areas and implemented recommendations to reduce cost in
different processes and functions.
▪ Core Banking migration and implementation as functional owner of the system
▪ Revision of Branch Operations Manual
MCB Bank is the leading financial institution of Pakistan with a network of 1200 branches. As Head of COSO Documentation I was
responsible to maintain and update Bank wide Risk Register along with management of Branch Operations Manual and Banking
Operations Group coordinator for Audit and Regulatory Compliance/ Reporting.
Achievements:
▪ Revised COSO Documentation resulting in identification and removal of gaps and control weaknesses. This led to 90%
decrease in audit observations related to ICFR
▪ Revision of Branch Operational Manual
▪ Developed and published a comprehensive BPR document covering system and operational changes in branch operations
due to Core Banking System upgrade (Sungard Ambit v8.5)
▪ Designed and implemented templates for Product Program Guides and Process Manual to standardize documentation
across the Bank
▪ Developed operational policies and procedures for Bank’s international operations
▪ Developed a framework for identification of long outstanding balances in critical GL Heads and their reconciliation
▪ Liaised with internal and external auditors to resolve audit issues marked to Operations Group of the Bank
▪ Led team to Service Team of the Quarter award for Q12014 & Q12015.
Senior System Analyst Apr 2009- Oct 2012
Allied Bank Limited, Pakistan
Achievements:
* Designed and implemented Inter Branch and Inter Bank Reconciliation system which resulted in timely reconciliation of inter branch account and saving of approximately PKR 5 Million/month in terms of penalties
* Developed reports to meet Bank's Finance Group internal and external reporting requirements
* Extended onsite support of Hyperion Planning and MIS development and saving PKR 4Million/annum in terms of external support agreement
* Designed and implemented centralized expense management solution. This saved PKR 2 Million/annum with improved budgetary controls and efficient payment processing
* Collaborated with MIS division to develop Central Database to cater bank wide reporting requirements from Core Banking System (T24)
* Automated flow of accounting information between T24, Oracle EBS and Hyperion Planning
Key Responsibilities:
* Perform business needs assessments and analysis of complex business requirements of Financial Control Group
* Product configuration in the system
* Designing enterprise architecture for data processing, financial accounting, reporting, financial & budgetary control and MIS
* Prepare and advise on business analysis policies, processes, best practices and standardize business analysis practice
* Troubleshooting Financial Accounting, Taxation Reporting issues in T24, Oracle EBS & Oracle Hyperion
* Designing of periodic closing procedures
* Manage service level agreements with internal clients and external service providers
* Technical and functional integration of T-24 with Oracle E-Business Suite and Oracle Hyperion
* Application administration and operational support for Oracle Financials and Oracle Hyperion
* Assist business and support groups in Budget Formulation, Form designs, Model development, Business rules definition and Report development in Oracle Hyperion
Supervising Senior Feb 2004- Mar 2009
A.F.Ferguson & Co., Chartered Accountants (PwC Pakistan)
Achievements:
* Successfully managed Oracle EBS Implementation and Post Implementation review projects both in Pakistan and Internationally (Al-Ghurair Foods, UAE)
Key Responsibilities:
* Project Work Plan definition
* Business requirement definition
* Business requirement mapping
* Module design and configuration
* Documentation of business processes
* Data conversion & migration
* Development of Internal controls and MIS
* Post Implementation Support
* Development of periodic closing procedures