Assistant Manager Investigations
Telenor
Total years of experience :21 years, 8 Months
+ Managing teams for controls monitoring, analysis and investigations to minimize leakages, fraud losses and issues in financial reporting + Leading Investigations of network and operational fraud incidents as per Fraud Management Charter + Management of routine, planned & surprise fraud audits followed by analysis, investigations, reporting and recommendations + Effective and prompt mitigation of fraud, revenue leakage incidents followed by fraud management activities. + Management of Telenor Revenue Assurance Program (TRAP) & Fraud Controls + Executing pet projects/ ad-hoc investigations falling in the ambit of Risk & Assurance Management + Defining team strategies, setting goals, individuals skill development to achieve unit’s objectives followed by performance review and improvement feedback + Setting strategic direction of the unit in line with the overall departmental strategy and implementation of same + Effective reporting and presentations to internal and external stakeholders Support Activities + Development of policy and processes for Assurance activities + Support/Coordination with “Governance & Risk Management” for planning, scoping, detection, evaluation, and mitigation of risks associated with Fraud, revenues and financial reporting
+ Managing relationships with other departments e.g. through the use of service level agreements + Support to “Governance & Risk Management” and “Business Partnering” units in achieving overall departmental objectives i.e. Identification, evaluation and mitigation of risks Increasing coverage of value chain Improving maturity/design of controls Automation of processes/tools Internal, external reporting and liaison with Telenor Group and other OpCos.
+ Examination of business activities to identify fraud.
+ Analysis of business support systems, process and products followed by recommendations and implementation of preventive/ reactive controls.
+ Leading investigation team and carrying out Fraud Investigations.
+ Working along cross functional teams in different roles for identification, development and execution of projects related to Fraud management and Business Process Improvement.
+ Fraud prevention awareness through awareness campaigns, newsletters, discussion groups etc.
Project | Initiative | Contribution | Achievement
+ Providing consultancy services related to Fraud Management to DiGi Com. Malaysia.
+ Recommended changes in Smarts share VAS followed by implementation which resulted in a 78% immediate fall in consumer to consumer fraud.
+ Official SIMS Usage Management: Initiated in association with HR Dept. Prior to this project there was no control over employee cell phone usage resulting in revenue loss of multi million rupees (previously it was 2.2M/yr which is reduced to NIL ideally). Designed & implemented processes, controls/monitoring mechanics.
+ Female Transportation Process Optimization (SIX SIGMA): 3.3 Million rupees per month was spent over female staff for their transport but the dissatisfaction regarding the service was 92%. Re-engineered the process & implemented controls which reduced the cost to 1.7 million rupees/month & also resulted in increased customer satisfaction. Executed under six sigma umbrella. + In-house systems/ application development was a key initiative which is providing decision making support relevant to Fraud Management for different units within the organization+ Controls Optimization: Controls are being carried out in a more efficient way which resulted in exceptional fall of 81% in financial loss (previously it was 8.2M/yr which is reduced to 1.6M/Yr). + Honored with SPIRIT AWARD in the year 2007 on identifying, investigating & recovering a revenue fraud.
• Control(s) development, implementation & monitoring to minimize risk & prevent fraud.
• Monitoring, Investigating & Reporting of activities against Code of Conduct & Company’s Policies.
• Risk Management for the Customer Relation Department & Outsourcing partners projects.
• Support to People Excellence as a Fraud Investigator.
• Process evaluation and re-engineering to maximize efficiency & minimizing risk.
• Database management/ analysis & reporting of Fraud trends, activities and complaints logged by internal/ external customers with recommendations for improvement.
• Providing support to RA, C&F, Finance, PE & Legal department(s) in terms of requirements for reports.
• Explaining the team their objectives and contribute to manage team objectives through team work.
• Implementing “continuous improvement procedures” within the unit in order to obtain optimize results.
Projects/ Initiative(s)
• Employee Cell phone Monitoring Project: Initiated in association with PE. Prior to this project there was no control over employee cell phone usage resulting in revenue loss of multi million rupees.
• Female Transportation Process Optimization: Company was spending around 3.3 Million rupees per month on CRD female staff for their transport but the dissatisfaction regarding the service was 92%.
o Re-engineered the whole process & implemented controls which reduced the cost to 1.7 million rupees per month & also resulted in increased customer satisfaction. Done under six sigma umbrella.
Contribution/ Achievement(s)
Awarded with CRD SPIRIT AWARD in the year 2007 on identifying, investigating & recovering a revenue fraud of multi-million rupees.
Implemented effective controls & reengineered the Unit’s processes to minimize the fraudulent activities and to secure the company’s revenue.
Achieved 100% in IVC in regard to team motivation.
Set up the entire CRD Fraud Control Unit from scratch.
Quality Assurance Officer
Telenor Pakistan/www.telenor.com.pk/2006
Defining and standardizing quality policies and procedures.
Monitoring quality performance of the contact center.
Help the agent learn to be more professional, customer-focused with periodic feedback.
Providing feedback for Training Need Assessment & Training of Agents.
Evaluation of company’s websites, IVR (intercreative voice response) and SIM STK.
Building periodic feedback reports of with reference to QA tasks.
Contribution/ Achievement(s)
Key contribution in the KPI and incentive plan design for QA team.
Recruitment officer in the process of hiring Quality Assurance and Customer Relation Officers.
Criteria development for evaluation and auditing of contact centre processes, websites, IVR and STK.
Development of Data Bases used by the QA unit for reporting and analysis purpose.
Designed and developed the reporting system used to send the performance report to the agents.
Awarded with exceptional points in annual performance review.
Billing & Activation Officer
Telenor Pakistan/www.telenor.com.pk/2005-6
• Rectifying and adjusting billing/ call balance discrepancies.
• Handling and dealing critical concerns and complaints logged by dealers & Franchise nationwide.
• Dealing corporate customers for customer retention and bill payment issues.
• Providing support to the team members in the absence of Team Leader.
Contribution/ Achievement(s)
• Leading officer in the department by achieving and maintaining 90% score with respect services quality and productivity.
Customer Relation Officer
Telenor Pakistan/www.telenor.com.pk/2004-5
• Handling and dealing customer concerns and complaints via inbound calls.
• Making outbound calls to customers for GPRS settings and complaints resolution.
Contribution/ Achievement(s)
• Top CRO of the month for November 2005 & overall among top 5 for the year 2005 in call centre.
• Participated in the development of excel based reporting tool to measure call centre performance with respect to magnitude of calls.
Supervisor/ System Administrator
Ravell Technologies/www.ravelltech.com /2002-4
• Supervision and performance management of up to fifteen medical transcriptions.
• Computer network and database administration/ management.
• Dealing with critical customer service concerns and complaints, by phone and online.
Contribution/ Achievement(s)
• Development of online customer-complaint management system.
• Worked with marketing staff on a major project "E-Marketing & Business Development".