Manager E-Commerce
Pakistan International Airlines
Total years of experience :24 years, 10 Months
Over 15 years of experience in airlines industry with end-to-end processes and operations knowledge in e-commerce, loyalty program, passenger sales and airport operations, GDS and PSS integration, business process upgrade, RFP Management, Top-Management updates/dashboards, tender evaluations, distribution projects - metasearch engines, OTAs models like Multi-Merchant, PSD2 integrations.
Highly skilled professional in digital sales, channel management & marketing systems support. MBA from Institute of Business Management (IoBM) Karachi, Pakistan specialized in Information Systems.
Presently pursuing MPHIL (Business Management) from IoBM with thesis in ancillary sales.
• Well versed in internet and E-Commerce sector, ambitious in delivering targets through cross functional and senior stake-holder management.
• Command on directing the latest E-Business technologies focusing online ticketing, Mobile / internet booking engine performance management & KPI driven business decisions to tap market opportunities with enhanced documentation expertise.
• Utilization of leadership skills through collaboration with internal functional teams like fare filing, pricing teams, station sales managers, ICT officers, check-in supervisors, top-management, interline team leads, system & standards officers, route managers, CRC, credit card officers as well as online customers & 3rd party vendors.
• Strong vendor negotiation and influencing skills.
• Experience in sales analysis and web analytics for B2B/B2C channel.
• Professional, creative, approachable and flexible individual.
• Comfortable in engaging with C-Level management tier with strong presentation, interpersonal and communication skills on commercial briefings.
• Based at head quarters of the National Flag Carrier I am responsible for the operations and strategy of online ticketing services in line with KPIs. Reporting to the General Manager Revenue Management.
• Accountable for integrated online campaigns related to assigned sales targets.
• Management of relations with online sales portals like Expedia, Wego, Kiwi and others.
• Project Manage regulatory compliances i.e. EU PSD2 mandates SCA with Payment Service Provider - WorldPay.
• Provide top management an oversight of required technical changes, developments and service enhancements with financial impact vis-à-vis insight into KPIs on promotional activities and associated revenue impact.
• Maintain customer intimacy via all internally available channels including emails, personalized phone calls & Call Centre actions for incident management, reservations issues, unsuccessful credit card transactions conversion to sales and enhanced online visitor confidence.
• Review customer pain points and delegate authority through special management approvals to the front line officers empowering them to facilitate customers and strengthen customer confidence on the online sales channel.
• Demonstrate entrepreneurial drive and the ability to capitalize on market opportunities and achieve ambitious targets in a dynamic commercial environment.
• Develop commercial KPIs, authoritative team officers, gather marketing intelligence on prime routes, touch base with existing and potential service providers, introduce online offerings, email marketing to loyalty members, online promos through social media teams
E-Commerce Strategies & Management Course
Home Finance Product Support Coordinator
As a coordinator was responsible to assess & enhance the customer and user-support functionality of the system in coordination with IT team as per Bank’s Policy and Prudential Regulations. Summary is as follows.
SOP and Policy update as per the guidance and instruction of Product Incharge according to Bank’s policy and Prudential Regulations.
IT Support to address telephonic/visiting customer FAQs and pre- & post-disbursement queries pertaining to:
Eligibility criteria to loan amount considering regular and other incomes.
Age.
Spouse income merger to enhance loan facility.
Loan repayment schedule and installments.
Mark-up changes and new repayment schedule.
Prepayments.
Multiple loans.
Insurance policy and rates.
Recovery notices of penalties and installments.
End-user Support on following key areas:
Case status and processing stage pointer of customers-in-process.
Systemic check and decision support for customer eligibility, calculation of D/E ratio, loan amount and other factors as per policy.
End-user training on branch network and user support pertaining to managing records and error rectification.
Generation of Credit Line Proposal sheet with systemic support parameters and functionality.
Accounting process pertaining to loan account creation, processing fees, disbursements, installment accruals, penalties, regeneration of schedule in an event of rate change, death case and default, partial pre-payments, full pre-payments.
Retain info of telephonic and visiting potential customers.
Generation of monthly/quarterly sales reports.
Coordination with system developers for product feature changes and updates.
Coordination with Home Finance Product Manager and other domains (IT, Finance etc.) to validate and regularize/ratify product features and modifications in SOP & policy.
Oil & Gas Development Company Limited (OGDCL), Islamabad
Consultants: Oratech Systems (Pvt) Ltd
As Oracle E-Business Suite Functional Consultant I have implemented/conducted Oracle Financials AR and AP modules, end user trainings and Oracle Financials GL integration configuration for swift systems roll-out. Provided post live client support and improvisations. Handled complex Govt. Levies payments through Oracle Payables through extensive business analysis and managed project documentation.
Conducted similar assignments on following clients as well.
1) Getz Pharma - Oracle Process Manufacturing.
2) Sui Southern Gas Company - Oracle GL
Oracle E-Business Suite Implementation Profile
• Oracle E-Business Suite - Oracle GL, AR and AP modules.
• Oracle Process Manufacturing (OPM) Financials, Inventory and Sys Admin Tracks
• Integration configuration with Oracle GL.
Oracle E-Business Suite Training Projects
Crescent Group of Companies
• Oracle Receivables training to CGL finance officers.
End User Trainings on all assigned Projects
Oracle University - Joint Batch of SSGC, QICT & SBP
• Oracle Accounts Payables
• Oracle General Ledger
• Oracle Receivables
Awarded Scholarship and participated in extra curricular activities. GPA 3.17.
Awarded Scholarship, Interned at Habib Bank A.G Zurich